Pawan Chauhan
Gurugram,Haryana
Summary
Versatile Senior Manager specializing in Customer experience management. Skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
16
16
years of professional experience
Work History
Senior Manager -Customer Experience
Greensoul Ergonomics Pvt Ltd
06.2022 - Current
- Ensuring key performance drivers of CQ timeliness and quality of responses are met consistently (CSAT improved from 67% to 93%, Quality from 77% to 96%)
- Active performance management of associates, evaluating customer needs, driving 'client first' strategy, manpower planning, process SOP creation, vendor management, and SLA monitoring.
Team Leader
Samsung India Electronics Limited
07.2015 - 06.2022
- Evaluated processes, developed service procedures, conducted training sessions, and managed 100+ customer service agents
- Consulted with leadership for service delivery improvements.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Territory Manager Sales
NCI India Pvt Ltd
10.2012 - 07.2015
- Generated and managed leads, managed sales through direct clients and channel partners, and interacted with existing clients for requirements. Onboarded 12 New clients in a year.
- Expanded territory coverage by strategically identifying and targeting high-potential accounts.
Client Support Sr Associate
DELL International
10.2008 - 10.2012
- Provided product guidance, pre- and post-sales support, advised on product developments, and sold parts and services to customers. With consistently overachieving sales targets for consecutive 15 months.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Trained and supported new team members, maintaining culture of collaboration.
- Developed comprehensive training programs, resulting in improved employee skillsets and increased productivity.
Education
MBA - Marketing
Symbiosis Centre For Distance Learning
Pune01.2012
Skills
- Strategic Planning
- Cross-Functional Collaboration
- Operations Management
- Cross-functional Team Coordination
- Data-driven decision-making
- Operations Planning
- Talent Development
- Budget Oversight
- Resource Allocation
Accomplishments
- Successful setup of captive customer care unit - 2022.
- Pre-Sale outbound process setup from pilot to full-fledged team - 2024.
- Customer order journey communication for proactive KCI - 2023.
- Successful implementation of refund via coupon for customer retention - 2023.
- Design and Implementation of processes for parts forecasting and delivery to reduce returns and enhance customer satisfaction - 2022.
- Automation of chat support via AI for customer query resolution and ticket creation for follow ups - 2023.
- Cost reduction initiative via retrieval of spare parts post repairs - 2022.
- Rewarded Resolution Expert for Year 2011-2012.
- Co-browsing project to increase sales and customer satisfaction on Dell's official website globally.
Personal Information
Father's Name: Mr. R.V.S Chauhan
Timeline
Senior Manager -Customer Experience
Greensoul Ergonomics Pvt Ltd
06.2022 - Current
Team Leader
Samsung India Electronics Limited
07.2015 - 06.2022
Territory Manager Sales
NCI India Pvt Ltd
10.2012 - 07.2015
Client Support Sr Associate
DELL International
10.2008 - 10.2012
MBA - Marketing
Symbiosis Centre For Distance Learning
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