Reni Reji
Delhi
Summary
Customer experience manager with 7.4 years experience in the telecom industry, skilled in achieving business goals through effective leadership and problem-solving. Seeking to contribute my expertise in operations and team management to drive success and maintain excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Experience Manager, Service Operations
Vivo Mobile India Pvt Ltd
Gurugram
2017.01 - Current
- Handling management of PAN India after-sale service to enhance customer satisfaction and ensure the smooth functioning of products and services
- Strategically managed all initiatives, maximizing visibility and impact of investment, establishing best practices to ensure consistent results
- Innovation Expert for improving the brand value through After-Sales service
- Developed and executed user onboarding programs to ensure seamless adoption of CRM systems
- Collaboration with cross-functional teams to strategize and execute Go-to-Market plans, enhancing product promotion and informing service-related strategies
- Partnered with upper management in executing functional strategies and reporting capabilities
- Redesigned and implementing new processes to streamline day-to-day service operations, improving overall customer satisfaction and NPS
- Key decision maker in customer service operations, providing exceptional service through mentorship, coaching, and delegation
- Led the successful implementation of CRM systems, enhancing customer engagement and streamlining processes
- Collaborated with cross-functional teams to ensure CRM processes align with overall business objectives
- Taking proactive measures to introduce service policies that contribute to the improvement of the overall performance at the national level
- Organizing training camps for internal & external employees (Behavioral & product)
- Communicating across the globe for brand management & standardization
- Responsible for troubleshooting and resolving issues with customer and internal team, including phone calls, emails and social media
- Performing statistical analyses to gather data for operational and forecast team needs
- Assumed senior management workloads in absence of senior managers to maintain operations continuity
- Developed and managed customer loyalty programs that directly contributed to higher NPS scores by fostering greater customer engagement and satisfaction
- Conducting end to end market research process through primary and secondary research methods
- Designed and implemented customer retention strategies that significantly contributed to improved NPS and reduced churn rates
Education
Post Graduate Diploma - Operations Management
All India Management Association
01.2022
Bachelor of Computer Applications - Computer Science
Guru Gobind Singh Indraprastha Univ.
01.2017
Skills
- Critical Thinking
- Problem-Solving
- Task delegation
- Negotiation Skills
- Delegation
- Adaptability
- Purchasing and planning
- Decision-making capabilities
- Proficiency in basic Microsoft applications
Certification
- Executive Leadership (LinkedIn)
- Transitioning from Manager to Leader (LinkedIn)
- The Six Biases of Decision-Making (LinkedIn)
- Influencing Others (LinkedIn)
- Leadership Mindsets (LinkedIn)
- Data Science Foundation course
- The Fundamentals of Digital Marketing (Google Garage)
- Connected Leadership (Coursera)
Accomplishments
- Employee of the Year Award, 2021
- Employee of the Quarter Award, 2019
- Employee of the Quarter Award, 2021
Timeline
Customer Experience Manager, Service Operations
Vivo Mobile India Pvt Ltd
2017.01 - Current
- Executive Leadership (LinkedIn)
- Transitioning from Manager to Leader (LinkedIn)
- The Six Biases of Decision-Making (LinkedIn)
- Influencing Others (LinkedIn)
- Leadership Mindsets (LinkedIn)
- Data Science Foundation course
- The Fundamentals of Digital Marketing (Google Garage)
- Connected Leadership (Coursera)
Post Graduate Diploma - Operations Management
All India Management Association
Bachelor of Computer Applications - Computer Science
Guru Gobind Singh Indraprastha Univ.
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