MOHAMMED BILAL
Bengaluru
Summary
Dynamic Customer Experience Team Lead with a proven track record at Swiggy, driving NPS and CSAT initiatives. Expert in data analysis and process optimization, leveraging MS Excel and strong leadership skills to enhance customer satisfaction and operational efficiency. Recognized for delivering actionable insights that significantly improve service quality.
Overview
7
7
years of professional experience
Work History
Customer Experience Team Lead
Swiggy
Bangalore
07.2021 - Current
- Drive Net Promoter Score (NPS) and Customer Satisfaction (CSAT) initiatives, including measurement, tracking, and root-cause analysis
- Segment NPS data by touchpoints, issue types, and service parameters
- Prepare and present insight-driven reports and dashboards
- Executed calling activities and audits to identify process gaps and service deviations
- Conducted call audit findings to diagnose recurring issues, and recommended corrective and preventive actions
- Collaborate closely with the operations team to define performance benchmarks, drive compliance, and implement corrective and preventive actions through process reviews.
Senior Executive - Operations
Max Bupa Health Insurance
Gurgaon
08.2020 - Current
- Subject Matter Expert (SME): Led a team of agents, managed workflows, and tracked performance metrics to ensure productivity and efficiency.
- Claims Review: Analyzed claim documents and hospitalization bills, resolving issues to improve accuracy and turnaround times.
- Cross-Functional Collaboration: Coordinated with stakeholders to prioritize tasks and drive timely completion through data-driven follow-ups.
- Process Optimization: Streamlined workflows using data insights to enhance efficiency, reduce bottlenecks, and safeguard customer experience.
- Max Bupa Health Insurance is a leading health insurance provider in India, serving over 3 million customers with a wide range of health plans.
Senior Executive - Customer Experience
Cars 24
Gurgaon
11.2018 - 06.2020
- Post-Sales Grievance Management: Handled all post-sales grievances, ensuring timely resolution and customer satisfaction.
- Process Improvement: Developed streamlined grievance handling procedures, reducing response times and enhancing efficiency.
- Data-Driven Insights: Maintained records of grievances and feedback to identify trends and drive improvements.
- Refund Process Enhancement: Created a BRD for deductions refund by analysing data and surveying retail teams to address invalid charges and propose solutions.
- Cars24 is among the major organised players in the used car segment in India. Cars24 operates 202 branches across 73 cities in India.
Education
Bachelors - Business Administration
Kalinga University
01.2018
Senior Secondary Education - CBSE
Airforce Bal Bharatis School
01.2015
Secondary Education - CBSE
Airforce Bal Bharatis School
01.2013
Skills
- NPS
- MS Excel
- MS Word
- C-Sat
- G Suite
- SLA management
- Power BI
- Vendor management
- Interpersonal skills
- Leadership
Awards
- Shining Star Award, 01/01/23, Recognised for streamlining internal business processes related to deductions and refunds.
- You Made a Difference Award, 11/01/24, Honoured for exceptional team performance and contributions.
References
- Gaurav Mungia, +91 9953440160
- Sumit Yadav, +91 9990123068
My Day
- Strategic Planning: Head Count Management
- Process Enhancement & Adherence
- Performance Monitoring: CSat, NPS, AHT, WT, SL
- Managing agents for end to end query resolution
- Data Analysis and assigning Vendor / OSP interaction
Industry Expertise
- Data-Driven Decision Making
- Team Management & Leadership
- Process optimisation & strategy
- Customer Service Operations
- Vendor/OSP Relationship Management
Timeline
Customer Experience Team Lead
Swiggy
07.2021 - Current
Senior Executive - Operations
Max Bupa Health Insurance
08.2020 - Current
Senior Executive - Customer Experience
Cars 24
11.2018 - 06.2020
Bachelors - Business Administration
Kalinga University
Senior Secondary Education - CBSE
Airforce Bal Bharatis School
Secondary Education - CBSE
Airforce Bal Bharatis School