Preeti Yadav
Mumbai
Summary
Customer Experience and Black Belt Six Sigma certified Seasoned Leader in customer service with 16+ years of proven expertise in Customer Excellence, Digital transformation, Service Quality, Root cause analysis (RCA), Process mapping and gap analysis and CRM lifecycle optimization. Adept in enhancing Net Promoter Scores (NPS), streamlining processes, driving Customer Satisfaction, and leading pan-India service delivery across telecom and banking domains.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Enterprise - Service Quality Manager
Reliance Jio
12.2023 - 01.2025
- Identify improvement opportunities for system/process/people to improve baseline service experience.
- Escalation management, follow ups on complaint resolution as per define service level agreement (SLA).
- Review monthly performance against all wireline circuits and ensure no complaints from cm end.
- Process Management; Customer satisfaction score/ Reduction in complaints.
- Recognized for spearheading large-scale telecom & utilities transformations with hands-on experience in driving operational excellence, cost reduction initiatives, new system implementation, process improvement and system transition & migration projects
- Operations & Process Specialist applauded for key contributions in CRM.
- Standardization of process and replication of best practice for better customer experience Cross functional engagement.
- System Support and Enhancements: Co-ordinate with IT delivery team to understand issues and roadblocks in the project/CR implementation and provide solution for taking the project forward for smooth & timely rollout.
- Master in liaising with cross functional teams and vendor teams such as business manager (Activation /Operations /Retentions /Marketing /Sales /Finance /Credit & Collections / Enterprise), Business analysts, Solution Architects, Delivery teams to coordinate with for timely project implement.
- Expertise in customer journey mapping and forecasting the customer needs to design customer centric business processes, standardization, change management & implementation of business processes for enhanced customer service excellence.
- Excellent understanding of business operations and analytic tools for effective analysis of data to furnish insights and business intelligence used to advance opportunity identification, process re-engineering and derive operational matric
- Build a high performance and service centric culture with the partner operations.
- Risk base segmentation: Categorize enterprise client based on payment behavior, Credit risk and contract value.
- Root cause analysis: identify frequent issues (Incorrect billing, service outage) and fix systemic problem.
- Escalate chronic delinquency cases to legal or senior Management as needed.
- Ensuring Audit and Regulatory Compliance of all collection process.
- Conduct in depth customer feedback analysis to enhance customer experience. (Net Promoter Scores)
AGM – Service Operation Quality (CS)
Vodafone Idea Limited – (Corporate)
03.2023 - 08.2023
- Manage and deliver Key KPI's though effective operations and partner Management. Foremost Contact Center Quality for West Cluster (MH/MUM/GUJ/MPCG).
- Reengineer processes to enable self-service via IVR, mobile app, chatbot, or USSD codes.
- Collaborate with IT to implement CRM enhancements, workflow engines, or RPA bots for backend automation (e.g., real-time plan upgrades, billing adjustments).
- Re-engineer complaint handling processes to reduce resolution TAT and eliminate repeat contacts.
- Support to partner as a VIL representative on Customer issue addressal, timely escalation close looping, IT support through mediation between Site and Corporate.
- Document & analyze existing call flows, IVR journeys, agent handling processes, escalation loops.
- Key Finding VOC /Complaints to Recommended end- to-end process modification and correction.
- Leading the implementation of customer first initiative (driving all aspects of customer experience, evaluating function via NPS and transaction audits
- Implement TNPS as a Customer First tool and strengthen the service recovery process review.
- Key accountability: Service Levels, TNPS - ASAT and FTF, UC% age, Audit Observation on Site Governance.
- Initiatives for process enhancements and correction on customer pain areas /performance impacting areas.
Senior Manager
Kotak Mahindra Bank – HQ (Corporate)
07.2019 - 03.2023
- Handling Projects related to Retail Assets and reviewing existing process for any GAPs or scopes for any further improvement.
- Root Cause Analysis to identify triggers against Customer dissatisfaction and rollout/implement learnings.
- Compliance & Mystery Audit at Vendor places.
- Responsible to drive NET PROMOTER SCORE (NPS) and Business KPI’s on Customer Experience for Retail asset teams.
- Take up & execute PROJECTS in key areas identified with respective Zonal Heads.
- Analyzing Top complaints /Service request received through various channels and identifying the core issues for customer complaints and fix the process Gap leading to escalation.
- Analyze the NPS scores and out calling the customers to identify the issue and Gaps.
- Conduct training for stakeholders and Rollout
- Drive digital penetration (Net Banking & Mobile Banking)
- Ensure daily, weekly and monthly collection procedures are running effectively.
Assistant Manager – Quality
Vodafone Idea Limited – HQ (Corporate)
09.2017 - 07.2019
- Build & maintain TNPS culture
- Drive and own Customer Experience
- Ensure robust performances across all 4 channels: -
- Analysis & In sighting (Deep dive and RCA (root cause analysis)
- Continuous Improvement (projects / programs)
- Dashboard & reporting (Accuracy and timeliness of reports across Clusters / Circles)
- Process Adherence & Standardization | Root Cause Analysis & Process Improvement
- To standardize the processes, Systems, Communication in line with-
- End to End Audit
- Conduct End to End customer transaction audit to track reason for customer.
- Analysis variations / customers impacted on CRM - BAM dump
- Check process design & adherence at 23 Circles.
- Recommended solution to generate customer and business success.
- Track close looping on action plan and impact on business KPI’s.
- Systems Assurance (Transaction audits)
- IVR/USSD/MVA/WEB
- Detect operating system configurations
- Enhance and accelerate performance
- Service assurance - (New product and Process audits findings).
- Detect /Product /Service failures caused at the initial stage at launch before it becomes uncontrollable.
- Re-validate all the application are delivering and supporting the service requirement to meet customer experience postexecution of the action points.
- Drive Continuous Improvement
- Partner, Circle & Corp Engagement-
- Build the best and most efficient engagement with Partner, Circle & Corporate Team.
- Partner:-
- Focus on QA wise audit count in place
- Dip check done to check Accuracy of Information
- Ensure all operational support data share on time.
- Mapped customer Impact (Usage report/TNPS scoring/VOC)
- Collaboration between multiple people or groups
- Calibrations – calibrations are being done with Partner teams to ensure 100% compliance. (E2E , DSA audits).Discussion with partner before starting new audits (System, E2E or New product & process).
- Corp :-
- Learn the Cosmos/billing system for partner pay-outs – end to end.
- Review Key findings on VOC with Corp/Partner.
- Publish/Cascade VOC and Drive Actions.
- Set time to discuss partner requirements.
- Walk through solution demonstration and overview.
- Circle:-
- Identify improvement opportunities for system/process/people to improve baseline service experience
- Review Key findings of Process Compliance with Functions/ Corp/Partner.
- Consistent communication and follow up with all.
- Coordinate at cross functional level for end to end closure of identified solutions.
- Follow up & Closure done on all IT related issue /Concern.
- E2E PO & GRN status & shopping cart creation issue to get resolved by concerned team. Align with cross functions to collaborate on execution of E2E action points block calendars for process walk through, process understanding, data collation and sharing it with audit teams. Cross-functional action planning within circle and tracking closure and effectiveness of action taken report on monthly basis.
- Publish/Cascade closure and effectiveness of the open issues and drive process adherence.
Assistant Manager - Quality
Vodafone Mobile Services Ltd.
04.2015 - 04.2017
- Responsible for quality scores of the process and all Quality related activities.
- Measurement and benchmarking of performance
- Identification and improvement of the underperforming processes ESSENCE OF ROLE- Key Accountabilities:
- Quality scores: To ensure quality scores across all Inbound and Outbound processes are met as per targets set for the year.
- TNPS scores: To ensure TNPS scores across all Contact centers are met as per targets set for the year (LTR, ASAT and FTF)
- E2PA (End to End process Audits): As a Central team initiative, all Vodafone circles pick up one common process every 3 months. The process is closely monitored, and process-gaps are highlighted/rectified to ensure improvement which is monitored on regular basis (weekly/monthly).
- Projects & Process improvements: Defect Reduction projects - Metrics improvement - to be checked as per 4-month data.
- Implement standardized quality process and practices etc across all Inbound & Outbound touch points.
- Measure and review on a timely basis, the effectiveness of quality processes and practices as per pre-defined SLA.
- Drive Quality initiatives pro-actively that positively impact CSAT & Business results.
- Drive a Quality culture that is based on processes with a road map to achieve the targets set for various audits.
- Identifying gaps & Issues from VOC & VOA to be tabled in NPS council for cross functional interventions.
- Driving NPS & GH for circle.
- Training and Quality sessions on Quality parameters and Audit methodology.
- Maintaining CSAT for various touch points by delivering Quality Service to Customers.
- Agent Categorization and feedback sessions for low performing agents.
Associate Manager - Quality
Vertex Pvt. Ltd. (Vodafone)
11.2013 - 04.2015
- Organize internal calibration & participate in external calibration to meet the target and client expectations.
- Design presentations with the help of quality metrics and attends Business reviews with the Client.
- Responsible for quality scores of the process and all Quality related activities.
- Co-ordinate with Management and Client on the quality specific issues.
- Analyze quality metrics and report to senior management about status as well as providing inputs, leading to solid business decisions.
- Provide support to the quality team for effective and efficient implementation of the quality management system.
- Monitoring and analyzing data & trends and identifying potential opportunities, needs, issues & problems.
- Analyze call trends and identifying call center training opportunities & providing recommendations to management.
- Perform General management tasks such as – mentoring, career development, training plans and performance reviews.
- Develop all Quality related reports (EQ dashboard, IQ dashboard, C-SAT dashboard, D-SAT Analysis, Quality health check report, TNI for IQ, EQ & C-SAT) and dispatch it to the management and client.
Sr. Quality Analyst (Acting Quality Lead)
RuralShores Pvt. Ltd. (Airtel)
11.2011 - 11.2013
- Conduct internal & external calibrations with Quality, Operations & Training to ensure consistent scoring.
- Consistently sent immediate email to Supervisors and provided instant feedback on performance concerns, disconnected calls and auto fails calls.
- Communicate with center leadership and Corporate customer service Team to observe performance gaps.
- Actively using quality management system to compile, track and trend agent performance.
- Joins and facilitates internal and external meetings with Operations, Support groups and Clients.
- Create weekly, monthly and quarterly decks and attend Business Reviews both internal and external.
- Create business reports and templates to ensure that data and analysis are easily understandable up to agent level.
- Conduct SOP drive on floor to improve IQ, EQ, ICE and to reduce the REPEAT & AHT.
- Responsible for Audit coverage, bucket movement, categorization of agents, predictive repeat and ICE analysis.
- Maintaining all Quality data and publish Daily/Weekly/Monthly dashboards.
Quality Analyst
Aegis Pvt. Ltd. (Airtel)
05.2010 - 11.2011
- Auditing calls and monitoring the performance on daily basis and providing timely and adequate feedback for performance enhancement & quality improvement.
- Facilitate internal and external calibration meetings with client and operations.
- Improve the internal & external quality scores of the process by different prospects.
- Conducting one on one session with agents (3 agents per week) and reviewing their performance on periodic basis.
Quality Analyst
Teleperformance (Airtel)
12.2008 - 02.2010
- Coaching and mentoring CSAT outliners on a daily basis to improve site score.
- Conduct skill transfer to among team and ensures deliverables are completed.
- Participate in internal and external call calibration.
- Facilitates refresher trainings relevant to quality updates.
- Prepare and publish quality reports according to scheduled guidelines.
Customer Service Associate - Dealer Helpline
Telematics (Airtel)
07.2007 - 10.2008
- Promote product and services.
- Process orders, forms and applications.
- Answer calls professionally to provide information about products and services, take/cancel orders, or obtain details of complaints.
- Keep record of dealer interactions and transactions recording details of enquiries, complaints, and comments as well as action taken.
- Refer unresolved Dealer’s grievances or special requests to designated department for further investigation/consideration.
Education
Bachelor of Science - Indore (M.P.)
D.A.V.V. University
Indore, M.P.01.2006
SSC - Indore MP Board
Jineshwar Higher Secondary School
Indore, M.P.01.2003
HSC - Indore MP Board
Mahaveer Bal Mandir
Indore, M.P.01.2001
Skills
- Historical call volume analysis
- Organizational scorecard development
- Cross-functional communication
- Effective organizational skills
- Proficient in conveying information clearly
- Experienced in data analysis using Excel
- Compliance monitoring
- Customer satisfaction measurement
- Problem-solving abilities
- Adaptability and flexibility
Accomplishments
- Got Vodafone Stars award in corporate office for extra -mile performance and rising as a "Vodafone stars".
- Mega Star Award for outstanding performance in maintaining high quality values across different touch points.
- Award for “Best Quality Team Lead” from Vodafone.
- Award for “Best Process Correction” from Vertex.
- Three Awards for “Best Quality Analyst” from Airtel Client (Mr. Gaurav Bhargav).
- Award for “Best Quality Analyst” from Airtel Client (Mr. Kamal Raj Dev).
- Award for “Best Quality Analyst” from Airtel Client (Mr. Albert Fernandez).
- Award for “Employee of the month” from Teleperformance.
Certification
Black Belt – Lean six Sigma Certified from ASQ (The American Society for Quality)
Disclaimer
I hereby declare that all the given particulars are true to the best of my knowledge. Preeti Yadav
Timeline
Enterprise - Service Quality Manager
Reliance Jio
12.2023 - 01.2025
AGM – Service Operation Quality (CS)
Vodafone Idea Limited – (Corporate)
03.2023 - 08.2023
Senior Manager
Kotak Mahindra Bank – HQ (Corporate)
07.2019 - 03.2023
Assistant Manager – Quality
Vodafone Idea Limited – HQ (Corporate)
09.2017 - 07.2019
Assistant Manager - Quality
Vodafone Mobile Services Ltd.
04.2015 - 04.2017
Associate Manager - Quality
Vertex Pvt. Ltd. (Vodafone)
11.2013 - 04.2015
Sr. Quality Analyst (Acting Quality Lead)
RuralShores Pvt. Ltd. (Airtel)
11.2011 - 11.2013
Quality Analyst
Aegis Pvt. Ltd. (Airtel)
05.2010 - 11.2011
Quality Analyst
Teleperformance (Airtel)
12.2008 - 02.2010
Customer Service Associate - Dealer Helpline
Telematics (Airtel)
07.2007 - 10.2008
SSC - Indore MP Board
Jineshwar Higher Secondary School
HSC - Indore MP Board
Mahaveer Bal Mandir
Bachelor of Science - Indore (M.P.)
D.A.V.V. University
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