Sanjita Agarwal
Service Excellence
Bhubaneswar,Odisha
Summary
Experienced Service Excellence Head with over seventeen years of work experience. Excellent skill-sets for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits through Quality Initiatives. An effective communicator with demonstrated proficiency in interacting with Customers and Service Partners and providing viable solutions; thereby accomplishing a High Satisfaction Index.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
Work History
Training & Quality HEAD PAN INDIA
TATWA TECHNOLOGIES LIMITED
11.2020 - 10.2021
- Handled a team of 3 T& Q Leads, 23 Quality Analysts & 13 Trainers located at Bhubaneswar & Mumbai Centers for driving the Training & Quality performance for the Client DishD2H
- Responsible for enhancing CSAT performance & Call Quality Performance for all the Sites
- Responsible for Driving Projects like ACHT Reduction, Repeat Reduction.
- Mystery Call Audits, Joint Call Calibrations, Hygiene Audits and Process Corrections
- Responsible for driving Induction Training for New batches, conducting Product & Process Refreshers, System Hands-on Training
- Responsible for drive Weekly Business Review and Monthly Business Reviews and Action plan supported with a concrete goal and Glide Path
- Rolled out Training and Quality piece effectively for New projects 'Khimji Jewellery' and 'Dream 11'
Service Excellence Head- CS
VODAFONE IDEA LIMITED
08.2017 - 10.2020
- Responsible for driving NPS (Net promoter Scores) performance for VIL, Odisha.
- Responsible for driving TNPS (Touch Point Net promoter Score) in Circle.TNPS measures basically major aspects of Service Experience i.e. LTR (Likelihood to Recommend), ASAT (Associate Satisfaction, FTF (First Time Fix) for Contact Center, Retail, Network & Digital LOBs
- VIL Odisha ranked in Top 3 Nationally throughout FY 1920
- Driving Projects to enhance Quality of Customer handling and improve the Brand perception with the help of multiple Customer Engagement activities, Front-line Empowering processes, Contact center ASAT performance for VIL Odisha ranks No 1 since Q3' FY'19-20
- Responsible for driving CXX (Customer Experience Excellence) along with team Marketing- 12 CXX Best Practices published nationally in FY 19-20
- Handling Process Compliance and Audits for Contact Centers, Retail and Self help Channels
- Ensure timely submission of QOS Reports and smooth conduct of TRAI initiated audits for CS
- 100% Compliance in TAT of submission of all TRAI reports
- Drive VOC (Voice of Customers) sessions with cross functional teams to enhance Quality of Customer handling and enhance Service Experience
- Drive Training of Retail (Stores and Mini stores) for products, Processes and Systems
- Ensure Regular Assessment of the Front-line teams and LCA (learning Curve Approach) batches via Refresher training and dipsticks
- Drive Self Service penetration through Small Nuggets and Quiz sessions
- Ensure quality of induction batches to be at par with business requirements.
Deputy Manager Operations- CS
Vodafone
09.2010 - 07.2014
- Responsible for driving NPS (Net Promoter Score)performance.
- Handled a team of 3 On Roll and 5 Off Roll Team members.
- Responsible for driving TAT and Quality Closure of Complaints and Requests. (Prepaid, Postpaid, Network & DATA). Rewarded as best CS team thrice in a row.
- Responsible for Quality Closure of Fast Track, Nodal, Appellate, OGM and DOT Complaints.
- Responsible for driving Repeat Reduction & Empowerment/ Automation across all Line of Business.
- Responsible for driving "Customer First" approach with the help of GEMBA findings and Process Corrections.
- Responsible for driving People Capability and groom the team members to grow to the next level.
- Handling audits of Offer Provisioning during Fresh Acquisition.
- Handling Exceptions & driving Process Corrections.
- Post- paid and Pre paid service & subscriber reconciliations.
- Have Supported Major System and Process Roll Outs.
Quality Assistant Manager-CS
VODAFONE
06.2009 - 08.2010
- Handling Quality performance for Back Office, Online Grievance Management, Fast-track, Outbound Call center and Website
- Nationally hold the pride of being at No-1 slot in Outbound (8 times in a row) & Back Office for 6 times in a row in External Quality Scores in Vodafone.
- Driving End to End Process Audits.
- E2PA on Reduction of Repeat Start Key PIN Requests and Repeat Complaints for mpesa- This was accepted as a Best Practice and Nationally TAT was revised which helped in Reduction on Payment and Recharge Complaints
- Driving Process Compliance Audits, KPMG Audits
- KPMG Phase 2 Audit Scores (External Audits) improved from 89% in Phase 1 to 95% in Phase 2.
- Identifying the Business requirements and drive Projects leading to Cost Reduction and Improve Customer Satisfaction. Led the Project 121 IVR revamp for Vodafone East. Updated 121 IVR was successfully rolled out in the Entire east Zone post Piloting in Odisha.
- Driving Calibrations, Dipsticks, QA Sessions, App and IVR Audits.
- Evaluation of Quality of Resolution to Customers' Complaints & Requests.
- Validation of Promotional SMS Content. 100% validation of all SMS/PCN & IVR SMS content on a regular basis .This helped in reduction of Recharge Dispute Complaints from 2000 to 500 in just 1 month.
Quality Sr. Executive- CS
VODAFONE
01.2007 - 06.2009
- Handled Inbound Call Center and Dealer Help Line Quality
- Responsible for driving Major KPIS like Internal Audits & monitoring External Quality performance, Customer Satisfaction Index, Reduction of Repeat Calls and Average Call Handling Time (ACHT)
- Driving Calibrations, Dipsticks, QA Sessions and all Call Center related SOP Revisits
- Sharing TNI s with the training teams
- Responsible for ensuring timely delivery of all Corporate Reports.
CRM Coordinator
Vodafone
09.2004 - 12.2006
- Rolled Out all CS Applications NCRM, NWSS, NIVR, SSK, SMS, CSAT, TMS during the launch of Vodafone in Odisha
- Designed the Workflow, Matrices and Logics for CS Applications Related requirements
- Responsible for driving Self Service Projects and Roll out of new Change Requests/ Functionalities with respect to Business Requirements
- Responsible for driving SLAs and Flaw less System Maintenance
- Mapped current business and operational processes and recommended areas for improvement.
Education
Bachelor of Science - Chemistry
RD Women's College
BHUBANESWAR, ODISHA 04.2001 - 04.2004
12th (Higher Secondary Education) - Science
S.B. Women's College
Cuttack, ODISHA 04.1998 - 05.2000
10th (ICSE) - undefined
Nirmala Convent School
KEONJHAR, ODISHA 04.1997 - 04.1998
PG Diploma - Customer Contact Service Management
RD Women's College Via NIIT
04.2003 - 05.2004
BLACK BELT SIX SIGMA CERTIFICATION - PROJECTS
KPMG
KOLKATA 04.2001 -
Skills
Positive & Analytical Approach
Certification
SIX SIGMA BLACK BELT Certified from KPMG
Achievements
- Six Sigma - Black Belt Certified from KPMG
- Awarded Individual Excellence Award for handling VAS helpdesk excellently while working with Bharti.
- E2PA Certified from Vodafone.
- Awarded the IMAD Award thrice (CS recognition for Individuals who make a difference) in Vodafone. Team Quality was awarded the Best CS Team.
- Played a key role in making BO Quality content for National project- BO consolidation.
- Project AKANSHAA at Outbound to drive Capability building for TLs and drive LCA.
- Project URZA at Inbound to drive Repeat Call Reduction and enhance Quality Experience.
- 12 CXX best Practices published nationally.
Languages
HINDI
ENGLISH
ODIA
Timeline
Training & Quality HEAD PAN INDIA
TATWA TECHNOLOGIES LIMITED
11.2020 - 10.2021
Service Excellence Head- CS
VODAFONE IDEA LIMITED
08.2017 - 10.2020
Deputy Manager Operations- CS
Vodafone
09.2010 - 07.2014
Quality Assistant Manager-CS
VODAFONE
06.2009 - 08.2010
Quality Sr. Executive- CS
VODAFONE
01.2007 - 06.2009
CRM Coordinator
Vodafone
09.2004 - 12.2006
PG Diploma - Customer Contact Service Management
RD Women's College Via NIIT
04.2003 - 05.2004
BLACK BELT SIX SIGMA CERTIFICATION - PROJECTS
KPMG
04.2001 -
Bachelor of Science - Chemistry
RD Women's College
04.2001 - 04.2004
12th (Higher Secondary Education) - Science
S.B. Women's College
04.1998 - 05.2000
10th (ICSE) - undefined
Nirmala Convent School
04.1997 - 04.1998
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