Samidha Chavan
Mumbai,MH
Summary
Over 15+ years of progressive experience in customer service management, with a focus on grievance handling, consumer delight, quality and training. Expert in cross-functional team leadership, evidenced by successful project completions and significant escalations reduction. Adept in analyzing consumer feedback and implementing data-driven strategies to improve CSAT. Skilled in vendor relations, with a history of negotiating favorable terms and driving cost reduction initiatives. Proven ability to develop and execute strategic plans for revenue growth, identifying and prioritizing key initiatives. Experienced in managing teams and delivering comprehensive training programs, fostering an environment of continuous improvement.
Overview
18
18
years of professional experience
Work History
Senior Manager - Consumer experience
upGrad Education Pvt. Ltd.
12.2021 - Current
- Overseeing end-to-end consumer experience strategies to improve customer satisfaction and loyalty. Ensuring customer delight by resolving high priority escalations received through various channels, including social media, calls, emails, and leadership referrals.
- Implementing service recovery strategies to retain customers and reduce churn.
- Managing relationships with external vendors and negotiating cost-effective solutions for events and engagement initiatives.
- Designing and executing quarterly consumer webinars to educate and engage customers.
- Developing training programs to enhance customer service skills and product knowledge.
- Working with delivery, finance, and sales teams to streamline processes and reduce friction in the customer journey.
- Driving initiatives to enhance CSAT, NPS, and other key experience metrics.
- Analyzing customer feedback and strategizing improvements in the overall consumer experience by collaborating with key stakeholders such as delivery, finance, and sales.
- Developing and standardizing SOPs for customer service operations to ensure consistency and efficiency. Recent SOP's created - Consumer Escalation Management Framework, Vendor Onboarding, Consumer Engagement initiatives, Consumer journey.
- Initiative to enhance Social Media reviews and ratings through proactive engagement, sentiment analysis, and cross-functional collaboration. Focuses on data-driven insights, service recovery, and customer advocacy to improve brand reputation and online ratings.
Assistant Manager - Consumer Experience & Vendor Management
Kimberly-Clark India Pvt. Ltd.
08.2019 - 12.2021
- Led consumer experience management and vendor operations, ensuring seamless service delivery and customer satisfaction.
- Established and managed contact center operations and outsourced vendor partnerships, overseeing voice, email, and back-office functions while aligning workflows to meet SLA and compliance requirements.
- Collaborated closely with the quality team to drive product improvements based on feedback gathered from social media platforms, emails, and feedback calling activities.
- Conducted performance evaluations and training needs analysis to enhance team capabilities.
- Built strong partnerships with cross-functional teams to streamline processes and enhance operational efficiency.
SR. EXECUTIVE - CUSTOMER SERVICE PROFESSIONAL
L'OREAL INDIA PVT. LTD.
08.2011 - 08.2019
- Leadership in customer service operations and managing client relationships for reputation and repeat business
- Ensured customer satisfaction and led the team in manager's absence
- Resolved client issues throughout the implementation lifecycle
- Managed and trained new team members
- Administered refunds and compensation to customers
- Maintained accurate customer correspondence data
- Developed monthly reports and managed client relationships
- Built a reputation for excellent service and generated repeat business through effective problem-solving methodologies
SR. Customer Service Representative
CONVERGYS INDIA SERVICES LTD
05.2007 - 08.2011
- Providing exceptional customer service and training to maintain high-quality standards
- Consistently met scorecard targets while increasing customer satisfaction
- Completed SIX SIGMA module for team members to reduce outliers
- Reduced outlier percentage from 56% to 23%
- Promoted to SME for training new hires
- Managed a team of 15 CSRs in supervisor's absence
- Successfully reduced outlier percentage, leading to promotion as SME
- Enhanced customer satisfaction and implemented efficient training programs
Education
Advanced Strategic Management -
Indian Institute of Management
Kozhikode 03.2021
MBA - Marketing
ICFAI University
08.2013
Bachelor of Arts - Bachelor of Arts (Hons) in Economics
University Of Mumbai
Mumbai, India05-2007
Skills
- Collaborative Approach
- Communication Skills
- Data Analysis and Reporting
- Project Management
- CRM Software
- Process Improvement
- Operational Excellence
- Compliance and Ethics
- Stakeholder Management
- Customer-Centric Focus
- Problem-Solving and Decision-Making
- Leadership and Team Management
Accomplishments
- Developed and implemented new customer service policies leading to a 20% reduction in customer escalations.
- Launched a quarterly NPS and CSAT survey that contributed to an improved understanding of consumer ratings and feedback, which facilitated ongoing improvements in service delivery.
Languages
English
Marathi
Hindi
Hobbies and Interests
- Canvas Painting
- Running
- Baking
Personal Information
- Date of Birth: 05/04/86
- Language Spoken: English, Hindi and Marathi
Timeline
Senior Manager - Consumer experience
upGrad Education Pvt. Ltd.
12.2021 - Current
Assistant Manager - Consumer Experience & Vendor Management
Kimberly-Clark India Pvt. Ltd.
08.2019 - 12.2021
SR. EXECUTIVE - CUSTOMER SERVICE PROFESSIONAL
L'OREAL INDIA PVT. LTD.
08.2011 - 08.2019
SR. Customer Service Representative
CONVERGYS INDIA SERVICES LTD
05.2007 - 08.2011
Advanced Strategic Management -
Indian Institute of Management
MBA - Marketing
ICFAI University
Bachelor of Arts - Bachelor of Arts (Hons) in Economics
University Of Mumbai
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