Shally Sachdeva
NCR
Summary
Dynamic customer experience leader with a proven track record at Nxtra Data Limited, driving service excellence and operational assurance. Expert in enhancing customer success through cross-functional collaboration and strategic project management. Skilled in delivering impactful results, including significant improvements in NPS and revenue growth.
Overview
19
19
years of professional experience
Work History
DGM - Customer Experience
Nxtra Data Limited
11.2021 - Current
- Led service excellence initiatives regionally to enhance customer satisfaction.
- Led governance, continuous improvements, and customer projects to drive operational success.
- Ensured compliance with service level agreements across operations to maintain service quality.
Enterprise Service Manager
Reliance JIO
Delhi
11.2019 - 12.2021
- Led customer success initiatives for BFSI and manufacturing verticals, driving engagement and satisfaction.
- Implemented strategies to enhance customer satisfaction and reduce churn rates within assigned portfolio.
- Conducted periodic reviews with accounts to identify and address potential service issues, ensuring timely resolutions.
- Collaborated with diverse teams to execute service delivery initiatives, enhancing overall client experience.
Manager- Operations
Aegis Ltd
12.2018 - 11.2019
- Exposure across various roles including Cultivated relationships with affluent clients to enhance customer loyalty, Ensured quality in E2EPA processes to meet compliance standards, Oversaw retail E2EPA operations, Performed analysis to ensure quality standards, Managed day-to-day retail activities to optimize operational flow.
- Streamlined daily operations to enhance efficiency and productivity across departments.
- Implemented process improvements to optimize resource allocation and workflow management.
- Coordinated cross-functional teams to ensure alignment on operational objectives and strategies.
Customer Success Manager
Vodafone
10.2007 - 06.2018
- Managed high-net-worth client relationships, ensuring client satisfaction and retention through quality assurance in retail.
- Cultivated strong relationships with customers to enhance satisfaction and loyalty.
- Coordinated onboarding processes for new clients to ensure smooth transitions.
- Provided product training and support to clients for optimal usage of services.
Education
PGDM - Management
MIT Pune
01-2013
Graduation -
Delhi University
01-2008
Skills
- Customer success
- Service excellence
- Operational excellence
- Customer projects
- Service delivery
- Cross-functional collaboration
Timeline
DGM - Customer Experience
Nxtra Data Limited
11.2021 - Current
Enterprise Service Manager
Reliance JIO
11.2019 - 12.2021
Manager- Operations
Aegis Ltd
12.2018 - 11.2019
Customer Success Manager
Vodafone
10.2007 - 06.2018
PGDM - Management
MIT Pune
Graduation -
Delhi University