Dynamic Customer Experience and Contact Center executive with 18+ years driving GCC and global call center operations across customer service, sales, and BPO. Proven leader in building high-performing teams and launching customer-centric functions aligned with strategic goals. Expert in designing employee and customer journeys that enhance loyalty and satisfaction. Skilled in leveraging data, technology, and process improvements to boost performance and operational efficiency. Collaborative, solution-focused, and committed to delivering exceptional client outcomes.
Established the phone banking channel of Ujjivan Small Finance
Bank with the objective of extracting the 'Power of the Phone, Email
and Chat Channels' in order to deliver seamless customer service
and identified opportunities to cross-sell through these channels.
Strategy and Set up of the Department