Shikhar Malhotra

• Led cross-functional teams to drive successful product launches and expand market reach.
• Promoted to Project Head to develop and structure customer support lines of business (email, chat, call) for the acquired Shalimar Paints business.
• Formulating the CX vision and strategy for Infra Market to empower and facilitate its growth plan.
• Managing and strategizing operations for inbound, chat, social media, and email channels.
• Acting as the customer champion within the organization, co-creating value with Tech and Product teams.
• Successfully recruited and conducted interviews for new team members, fostering greater diversity and expertise within the team.
• Manage team performance metrics such as FRT, AHT, CSAT, FCR, and Quality Scores.
• Established and managed quality assurance programs and training sessions, leading to improvements in performance metrics and service quality.
• Utilized Corrective and Preventive Action (CAPA) methodology, conducting Root Cause Analysis (RCA) and leveraging Voice of Customer (VOC) intelligence to drive substantial improvements.
• Developed and implemented Dashboards, resulting in a significant increase in operational efficiency and quality.
• Integrated tools for collecting and managing customer reviews across online platforms, enhancing brand reputation -> Locobuzz.
• Analyzed customer feedback data to identify areas of improvement in the customer experience.
• Defining the business processes for the CX function following the People > Process > Product stages.
• Creating a CX Centric Competency Framework to support team growth as the organization scales.
• Integration of various tools like Freshdesk, Zendesk, PCC, Ozonetel, Looker Studio, Mixpanel, Superset, etc. - Formulating the CX vision and strate

• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Mentored team members to enhance professional development and accountability in the workplace.
• Developed a loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Helped with planning schedules, delegating assignments, and meeting coverage and service demands.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Defined clear targets and objectives, and communicated them to other team members.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Established team priorities, maintained schedules, and monitored performance.
• Managed Online Reputation and Social Listening for enhanced brand perception and customer engagement.
• Executed ORM strategies to mitigate negative feedback and amplify positive sentiment.
• Analyzed social media data to provide actionable insights for marketing and product development.
• Collaborated with cross-functional teams to align social media monitoring with business goals.
• Implemented tools and technologies for efficient social listening and real-time response.
• Created comprehensive reports on social media sentiment and brand health for stakeholders.
• Engaged with customers on social media to resolve issues and build strong relationships.
• Ensured consistent brand voice and messaging across all digital interactions.

• Customer handling and ensuring customer satisfaction by providing best solutions of their problems
• Identify emerging customer queries and quality trends for process improvement and setting objectives and KPIs, performance reviews, feedback, and career mentoring
• Review customer success metrics related to data and reports services; manage and improve customer satisfaction on service provided
• Support in servicing efficiencies through planning and execution of client engagement model in order to attain acceptable client (NPS) satisfaction scores
• Providing Training sessions to the Team and regular update to resolve complex cases
• Design escalation mechanism
• Design SOP for addressing customer escalation for internal team in terms of TAT, Process, bifurcation of types of escalation alongwith action plan required for the same
• Prepare SOPs on inter departmental Co-ordination for handling customer issues
• Develop Customer feedback mechanism form for both online and offline platforms
• Develop Training module on customer handling module
• Maintain Customer negative feedback to zero on all our social media platform
• Ensure customer escalation to handled as per SOP TAT
• Designing and initiating marketing events and activities in monthly/ quarterly basis
• Active designing and publishing digital marketing activities for the multiple brands of the group
• Handling complete social media handles across verticals
• Creating content and designing the graphics for clear customer marketing communication
• Handle training session for customer support and sales staff as per defined module and calendar
• Working end to end with cross functional departments for driving new initiatives on application for a smooth user interface
• Ensure profile growth for all team members to increase their motivation and learning in the system

• Customer handling and ensuring customer satisfaction by providing best solutions of their problems
• Translate company goals and customer segments into clear and comprehensive service needs
• Provide friendly and efficient service to the worldwide Airbnb community
• Providing Training sessions to the Team and regular update to resolve complex cases
• Be a first point of contact to handle and resolve customer complaints
• Compose thoughtful and accurate messages or customize prepared responses to customer emails, Research information and troubleshoot problems using available resources
• Arbitrate in situations between users
• Meet metrics on VOCM, quality,
• Worked directly with consumers B2C for upselling
• Proactively and independently work to meet targets and goals

• Interaction with the customers & fulfilling queries
• Ensure maximum recovery on CM accounts through inbound/ outbound telephone contact
• Customer handling and ensuring customer satisfaction by providing best solutions of their problems
• Analyze risk on customer accounts, making sound decisions to ensure recovery while maintaining high customer satisfaction levels via VOCM scores
• Worked directly with consumers B2C for collections/ upselling
• Providing world class customer service and customised solution for debt repayment
• Meet metrics on VOCM, quality, contact rate and collection
• Providing Training sessions to the Team and regular update to resolve complex cases
• Implement and Maximize The Usage OfCollection Treatment Tools/Strategies Maximizing Returns through Best-InClass
• Collection Economics
• Handling maximum part of Recoveries of the Payments
• Assisting the Top Management in taking Strategic Decisions and Generating Higher Revenues.

• Arranged for debt repayment and established repayment schedules, based on customers' financial situations

• Meet metrics on VOCM, quality, contact rate and collection

• Located and monitored overdue accounts, using computers and a variety of automated systems. ▪ Advised customers of

necessary actions and strategies for debt repayment.

• Ensure maximum recovery on Customer accounts through inbound/ outbound telephone contact

• Analyze risk on customer accounts, making sound decisions to ensure recovery while maintaining high customer

satisfaction levels via VOCM scores

• Worked directly with consumers B2C for collections/ upselling

• Providing custom designed solution to Clients for debt repayment

• Managing the escalation calls and providing one stop solution for customer needs.

• Skilled, Coached and Trained the new entrants and provided feedbacks on regular basis in order to increase the

productivity of the organization

• Implement and Maximize The Usage Of Collection Treatment Tools/Strategies Maximizing Returns through Best-InClass Collection Economics

• Handling maximum part of Recoveries of the Payments

• Preparation of Daily MIS/Reports and submission of business plans on every Fortnightly/Monthly and half yearly basis
• Monitor calls to ensure positive customer experience and provide direct feedback on observed performance
• Managing the team target as well as individual target of team members
• Ensuring team bonding and team interaction as to avoid attrition happening on the grounds Of dissatisfaction in the team
• Provided business-clients with efficient support – Responded to phone calls, emails, and in-person requests
• Collaborated with company staff to optimize working environment and customer service
• Ran routine phone troubleshooting and configuration
• Worked directly with consumers B2C for collections/ upselling
• Trained sales-department staff and guided them in helping clients select the right product
• Collected information through client phone calls to identify and report product problems
• Ensuring maximum customer satisfaction by closely interacting with potential clients & understanding their requirements and customizing the products and services accordingly, resulting in customer delight