Summary
Overview
Work History
Education
Skills
Websites
Languages
Area Of Expertise
Personal Information
Timeline
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Rukmi Shroff

Pune

Summary

Dynamic Program Lead with over 9 years of rich experience across multiple organizations, leading & assisting cross-functional teams in the development, documentation, and delivery of process innovations driving the attainment of business goals. Leading the NPS program & SPOC for Mystery surveys; analyzing & presenting the VOC to the respective stakeholders at different forums such as ICCC, function meet, Country Manager's brief, Country Town Hall meeting, sales conference and more. Rich exposure in business analysis, requirement gathering, training, support services, functional specifications and interface handling; expert in collaborating with other team members to ensure proper delivery of the requirement. Expertise in managing business demand by balancing quality, service delivery performance, internal revenue growth and internal controls; assisted with training and development programs to establish, track, and maintain high-quality output for a diverse staff of support representatives. Proven capabilities in managing stakeholders (Clients, Business, Vendors) by informing them on future scenarios, maintaining key relations with clients by acquiring feedback on issues, and creating Change Requests. Extensive experience in aligning operations with business strategy, designed and drove large and complex transformation solutions and addressed complex business requirements through innovative strategic solutions.

Overview

10
10
years of professional experience
3
3
years of post-secondary education

Work History

Lead - Customer Insights

Tata Technologies
06.2022 - Current
  • Leading annual Customer Insights - Net Promoter Score Program
  • Conducted NPS action planning workshops across three territories, industry verticals, and delivery lines of business to address customer feedback effectively.
  • Implemented NPS and Customer insights action plans, ensuring alignment with organizational goals and customer expectations.
  • Managed and facilitated Market Research projects focusing on key businesses, competitors, and key customers for strategic account planning.
  • Conducted competitive analysis, evaluating market offerings, trends, pricing/business models, sales methods, and operational strategies of competitors.
  • Established and managed a Market Insights newsletter, providing valuable information on industry trends and insights.
  • Successfully drove training sessions for the sales and delivery departments on utilizing the Litmus app for Customer Insights.
  • Effectively managed NPS vendor relationships, ensuring high productivity and alignment with organizational objectives.

NPA Team Lead

DHL Express India Pvt. Ltd.
09.2017 - 06.2022
  • Directing a team of 3, monitoring the productivity for the week is maintained, running weekly team meets and various session to keep the quality check of the calls which includes call calibration session on group basis as well as one on one basis
  • Running annual reward and recognition programs including Strike 10; assisting in Annual First Choice Week celebration
  • Conducting survey for application – D.I.E.T and ADC to understand the customer expectation and current process
  • Conducting mystery calls for DHL & competitor customer service team
  • Managing Litmus Program for retail to understand customer experience/VOC; analyzing and presenting the customer experience to the respective stakeholders of the retail stores
  • Escalating the customer feedback to the relevant department and following up on further actions to be taken by the concerned team managers
  • Understanding DHL's customers' experience and highlighting the same to the relevant departments to enhance customer's experience by analyzing the data
  • Generating MIS reports and monthly reports -NPS trend and feedback categories with senior management
  • Conducting Retail 5S audits for certification; suggesting process improvements for NPA and Litmus; sharing BDP on regional NPA calls
  • Performing Global UAT for NPA tool upgrade and preparing IBM COGNOS reports
  • Organizing functional events & RNR program
  • Directing the roll-out of large-scale quantitative research projects based on customer satisfaction measurement and total quality implementation
  • Steering the end-to-end execution of research projects including proposal writing, methodology, instrument and sample development, field coordination, data management and analysis
  • Reducing ad hoc research requests with a resultant increase in team productivity
  • Supervising the conduct of analytics through the integration of complex datasets that framed parameters around trade initiatives, assessment, segmentation and targeting strategies, hypothesis testing, pilot experiment design, and predictive analytics
  • Training the NPA agents, supervisors, and managers for a detailed understanding of the NPA Process and expectation
  • Providing training to CMRs for a detailed understanding of the Litmus Feedback process
  • Training other country NPA Analyst / Leads with COGNOS report

NPA Agent

DHL Express India Pvt. Ltd.
04.2015 - 08.2017
  • To call DHL customers and conduct a survey based on the service experience by following the standard script.
  • Surveys are conducted for services such as Pickup, Delivery, Custom Clearance, Order Booking, Tracking Enquiries, Sales interaction and so on
  • Daily updated performance sheet & PD is mailed to the team for the review of daily performance.
  • To undertake the responsibility for understanding DHL's customers experience and highlight the same to the relevant departments in order to enhance our customer's experience.
  • To escalate the feedback of the customer's immediately to the relevant department for further actions to be taken by the concern supervisor.
  • Daily reports are maintained for better understanding of the trend of the customers experience subject to various service provided by DHL.
  • Responsibility to maintain the Weekly MIS reports in absence of Team Lead

Associate (Research)

Datamatics Financial Services Ltd.
06.2014 - 01.2015
  • To research and analyze a company whether it is in marketing or advertising.
  • Further analysis of its services for eg: PR, Branding, Web development, etc. and update the same in Excel sheets.
  • Updating information on the company's top management, global locations, and clients.
  • To conduct quality checks on the performance of Research Associates on daily basis

Education

MBA in Marketing -

Jamnalal Bajaj Institute of Management Studies
Mumbai, Maharashtra
06.2018 - 03.2021

B. Com (Financial Markets) -

M.L Dahanukar College
Mumbai, Maharashtra
03.2014

Skills

  • Categorical Data Analysis
  • Business Analysis
  • Requirement Elicitation
  • Market Research
  • Process Management
  • Client Servicing
  • Training and Development
  • Change Management
  • NPS Process Management
  • Team Management
  • Customer Satisfaction Surveys
  • Stakeholder Management
  • Strategy Implementation
  • MS Word
  • MS Excel
  • MS PowerPoint
  • PowerBI
  • Quality Assurance
  • Customer Journey Mapping
  • Process Improvement
  • Cross-Functional Collaboration
  • Survey Design

Websites

Languages

Hindi
Gujarati
English
Marathi

Area Of Expertise

  • Operations Management
  • Data Research & Analysis
  • Auditing & Reporting
  • Customer Satisfaction Index
  • Marketing Operations
  • Training & Development

Personal Information

Date of Birth: 12/03/1991

Timeline

Lead - Customer Insights

Tata Technologies
06.2022 - Current

MBA in Marketing -

Jamnalal Bajaj Institute of Management Studies
06.2018 - 03.2021

NPA Team Lead

DHL Express India Pvt. Ltd.
09.2017 - 06.2022

NPA Agent

DHL Express India Pvt. Ltd.
04.2015 - 08.2017

Associate (Research)

Datamatics Financial Services Ltd.
06.2014 - 01.2015

B. Com (Financial Markets) -

M.L Dahanukar College

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Rukmi Shroff