Hi, I’m
Naveen Kaushik
Assistant General Manager- Operations (CRM)
Greater Noida west
Summary
Seasoned professional with over 20 years of diverse experience in CRM, operations, client servicing, customer relationship management, telecom applications support, and contact center management. Currently serving as AGM-Operations (CRM) at Allianz Partners (India), overseeing premium automotive accounts such as Mercedes Benz India, Volvo Cars India, Nissan Motors India, Royal Enfield India, and North America. Accountable for client delivery, customer lifecycle management, client onboarding, nurturing and retention, organic and non-organic growth, inside sales, escalations and complaint management, lead management, chat and social media support.
Overview
22
years of professional experience
Work History
Allianz Partners
Assistant General Manager- Operations (CRM)
08.2022 - Current
Job overview
- Company Overview: Integrated travel, automotive, health, and assistance expertise to enhance commercial brand leadership.
- Directed CRM strategies for premium automotive brands, overseeing a team of over 100 experts.
- Oversaw invoicing, payment tracking, and ensured adherence to SLAs and KPIs.
- Engaged in RFPs and renewals to uncover potential business growth.
- Coordinated with OEMs, franchise partners, customers, relationship managers, and technical experts for effective stakeholder management.
- Escalations management that includes escalations to MD & CEOs of OEMs, HNI/ Celebrity account handling, Legal and social media escalations.
- Allianz Partners' history provides a stable foundation. Combining this with the travel, automotive, health and assistance expertise of our commercial brands puts us in a leading position to serve our clients having offices in 41 countries and operations in 76 countries.
- Earned recognition as a trusted partner for Mercedes-Benz India, Volvo Cars India, Nissan India, Royal Enfield India, and Royal Enfield North America.
- Driving various employees engagement initiatives inhouse both at the team level and driven at the org level, as a result of which have achieved lowest ever attrition (2.9% annualized) in the history of CRM business (Allianz Partners).
- Assisted OEMs in boosting online sales by selecting and converting online bookings.
- Contributing the annual sales revenue (billable seats) of up to 5.5 Cr. from my cluster and on constant lookout for ramp-ups, growth opportunities & short term projects.
- Engaged in external Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with client stakeholders.
- Hosting of domestic and international contingents belonging to client during their visits and making sure that all the arrangements are in place during their stay.
Dataflow Group
Senior Manager- Operations (Client Servicing)
02.2018 - 08.2022
Job overview
- Company Overview: Founded in 2006 with its headquarters located in Dubai, the company has a network of 60,000 issuing authorities throughout more than 200 countries, in addition to 620 experts and researchers. Having its footprint strongly placed in Middle East, MEA, MENA & APAC region Dataflow happens to be the pioneer in background verifications and immigration compliance service provider.
- Responsible for end to end client delivery of some of the top notch government healthcare regulators i.e. SCFHS, DHA, DOH & GMC-UK.
- Responsible for the flawless delivery of nearly 60% volume of overall applications received at organization level.
- Heading the team of 10 individuals across multiple geographies consisting of Manager, Client Specialists, Team Leads & analysts.
- Some of the key deliverables includes account performance, statistical analysis, data presentation, escalation management, people & process management.
- Responsible for end to end on-time delivery that includes monitoring of SLAs for the assigned accounts as per SOW (statement of work) and also accountable for ensuring utmost quality with audit compliance.
- Founded in 2006 with its headquarters located in Dubai, the company has a network of 60,000 issuing authorities throughout more than 200 countries, in addition to 620 experts and researchers. Having its footprint strongly placed in Middle East, MEA, MENA & APAC region Dataflow happens to be the pioneer in background verifications and immigration compliance service provider.
- Have to ensure that Knowledge base remains upto date, portals maintenance and enhancements areas are identified & executed by change requests, identifying area of revenue generation and also finding leakages and fixing it accordingly.
- Responsible for client onboarding, contractual compliance, stakeholder engagement, technology enhancement.
- Capacity planning with volume & headcount projection.
- Helping the onboarding and presales team in new clients onboarding with all the associated activities i;e product & package configuration, portal's readiness, sign off & user acceptance.
- Responsible for overall account performance, including VIP engagements, volumes inflow pattern, raising EWS (early warning signal) in case of unusual pattern, integration of applications portal between client and service provider.
- Customer communication & escalation management, delivery of customer contracted work on time, within budget, enabling the expected business benefit and to the client's satisfaction, managing issues, risks and dependencies successfully along the way.
Wipro Infotech Ltd.
Project Lead
05.2010 - 07.2017
Job overview
- Looked after complete customer & project life cycle by employing Project management & ITIL principles.
- Planning & coordination with various Application & Infra teams for smooth delivery of project deliverables.
- Change management & assistance for Customer Request Change (RFC) for addition (new service installation) / migration (Service upgrades or relocation) within agreed SLAs.
- Internal & external stakeholder and client relationships management as per the project needs.
- Interface and interaction with 3rd party suppliers, Vendors & applications (e.g. Pretups, IN, PCRF, VAS etc.) which may involve ensuring timeliness and quality of deliverables.
- Taking care of DR (Disaster recovery) operations for Aircel which happens to be the subset of BCP & includes setup, monitoring & maintenance of critical business applications.
- Looking after dedicated domains of OMIM (Order & Inventory management), CRM & Billing related issues at regional level and assuring resolution & closure of all sort of issue pertaining to all domains (E.g. Provisioning, ESB, IDAM, SDP, CCMS etc.) arising at circle level from entire northern region (8 circles).
- Responsible for Escalation, Service Levels, traveling across northern region and meeting with end users, leadership teams for addressal of issues, concerns & requirement gathering.
- Own up all sorts of Reports/Dashboards/trackers for regional teams with utmost accuracies and same gets published to the higher ups of both WIPRO & AIRCEL management on daily/ weekly/monthly basis.
- Taking care of all sort of tickets (SD, Incidents, Service requests, Change requests) logged under order management bucket with SLA accuracy of greater than 99%.
Aegis Ltd.
Assistant Manager- Operations
09.2004 - 03.2010
Job overview
- Company Overview: An Essar Enterprise
- Headed the customer service inbound, Outbound & Collection campaigns for Airtel with a team of 250 FTEs headed by 20 TLs, ATLs and SMEs.
- Worked as a one-point contact for the Clients in the Campaign operations. CRM being taken care for all campaigns.
- Assisted the conference calls and meetings with project teams including client personnel. Summarize and follow up on key milestones, issues and action items from these calls/ meetings.
- Presented and conducted monthly/quarterly business reviews on Key KPI along with challenges/support required in smooth functioning of OSCC.
- Responsible to fill in revenue gaps with active role-plays in cost and operational management.
- An Essar Enterprise
- Conceptualized SR Vs FTR dashboard to reduce wrong complaints at Call Centre.
- Introduced VAS Compliance and & other SOP compliance dashboards to enhance customer experience and overall URL usage and efficacy.
- Successfully handled the special project of Repeat, calculus basis ACD offered and agent answered vs. repeat calls. Identified potential opportunities to increase customer experience and FCR which led in reducing repeat call flow from 32% to 15%. Subsequently led L2 with repeat traction to be at 10%.
- Repeat call% reduced through various mechanism & identifying gaps at process, people & technology level.
- Process for ensuring complete check & balance on waiver & other empowerment & fraud management introduced.
TeleTech Services (India) Ltd.
Team Leader
04.2005 - 01.2008
Job overview
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Reliance Infocom Ltd.
Customer Support Executive
07.2003 - 07.2004
Education
IMT GhaziabadGhaziabad
PGDM from Opeartions
2017
Delhi University
Bachelor Of Commerce from Commerce
2004
Skills
Client Services
Accomplishments
Implementation of mobile telephony solution instead of PRIs for client partners.
Engaged in chatbot solution conceptualisation and implementation for a automotive partner
Implementation of VD smart (Virtual Demo) industry first initiative for a premium automotive brand
Recorded lowest (Average 2.5%) month on month attrition for the BU
Integration of telephony (Genesys) system with Salesforce
Integration of CRM (San CRM) with DMS (Dealer Management System)
Implementation of Online direct sales model ( industry first initiative) for premium automotive brands
Timeline
Assistant General Manager- Operations (CRM)
Allianz Partners
08.2022 - Current
Senior Manager- Operations (Client Servicing)
Dataflow Group
02.2018 - 08.2022
Project Lead
Wipro Infotech Ltd.
05.2010 - 07.2017
Team Leader
TeleTech Services (India) Ltd.
04.2005 - 01.2008
Assistant Manager- Operations
Aegis Ltd.
09.2004 - 03.2010
Customer Support Executive
Reliance Infocom Ltd.
07.2003 - 07.2004
IMT Ghaziabad
PGDM from Opeartions
Delhi University
Bachelor Of Commerce from Commerce
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