Seema David

• Orchestrated end-to-end customer experience strategy across channels, leveraging NPS and VOC analytics to drive process transformation initiatives, resulting in a +18-point improvement in NPS within 12 months .
• Led circle-level NPS governance by implementing structured detractor recovery frameworks, reducing detractor base by 22% and improving customer advocacy scores significantly.
• Delivered actionable VOC intelligence on new products and processes to corporate stakeholders, influencing key policy enhancements and reducing repeat complaints by 30% .
• Strengthened revenue protection through proactive customer lifecycle management and targeted retention campaigns, contributing to a 12% reduction in churn and safeguarding high-value customer segments.
• Partnered with corporate and circle leadership to drive performance improvement programs, enhancing service SLAs and improving first-contact resolution by 15% .
• Designed and executed data-driven customer engagement and retention initiatives using NPS insights, leading to a 10% uplift in customer retention and cross-sell opportunities .

• Designed and implemented Circle processes aligned to regulatory frameworks, ensuring 100% compliance adherence and zero major regulatory penalties.
• Conducted periodic internal audits across functions, identified compliance gaps, and drove closure of 95%+ deviations within defined timelines .
• Ensured 100% on-time and accurate submission of regulatory and operational reports to Corporate, improving reporting accuracy and reducing rework by 20%.
• Led regulatory audits and system validations, resulting in successful closure of M&B/TERM audits with zero critical observations .
• Partnered with QA Head and CS Head during special audits, streamlining documentation and preparedness, reducing audit observations by 30%.
• Acted as key liaison with Corporate stakeholders, enabling faster clarification turnaround and improving circle-level compliance response time by 25%.

• Led end-to-end investigation of customer and product complaints, ensuring 95%+ cases resolved within SLA , improving customer satisfaction scores.
• Streamlined the complaint management process, reducing investigation turnaround time by 30% and improving documentation accuracy.
• Analyzed complaint trends and identified recurring root causes, driving corrective and preventive actions that reduced repeat complaints by 25% .
• Collaborated cross-functionally with Operations, QA, and Production teams to strengthen quality controls and improve first-time-right performance.
• Supported Customer Quality departmental budget planning, optimizing resource allocation and contributing to cost reduction initiatives of 15% .
• Designed and presented monthly quality dashboards to leadership, enabling data-driven decisions and continuous process improvement.
• Acted as a key liaison between Quality Assurance and business units, improving inter-departmental resolution efficiency and reducing escalations.

• Drove store profitability by improving customer acquisition, increasing revenue per footfall, and achieving ROI targets.
• Minimized pilferage and shrinkage through effective inventory control and operational monitoring.
• Enhanced customer satisfaction and reduced churn by delivering strong walk-in customer experiences.
• Optimized product displays and resolved store-level issues to ensure smooth operations and higher sales.
• Trained and coached Store Executives, improving team performance, engagement, and retention.

• Led end-to-end billing generation, verification, and delivery (E-bill & print), reducing billing errors by 30% and cutting “bill not received” complaints by 40% .
• Managed payment postings and adjustments across all modes with 100% timeline adherence, reducing “payment not received” cases by 35% .
• Streamlined vendor payouts and introduced automation initiatives, resulting in 15–20% reduction in billing costs while improving process efficiency.

· Handled end-to-end customer support for mobile usage, billing, SIM swap, activation/deactivation, and tariff/VAS upgrades while ensuring high service quality standards.

· Consistently achieved and exceeded sales targets through consultative selling and effective issue resolution.

Recognized as a Top Sales Performer , earning selection for an International Incentive Tour for outstanding sales target achievement.