Technology
Snehal Divekar
Customer Experience Manager
Mumbai
Summary
Diligent customer experience professional skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Highly skilled in strategizing and designing solutions ,creating roadmap and delivering business goals through constant innovation.
Overview
15
15
years of professional experience
4
4
Languages
Work History
Senior Manager – Customer Experience Excellence
Reliance Industries Limited
12.2020 - Current
- Managed large-scale Digital projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Recommended and implemented successful strategies for process improvement.
- Implemented and developed operational standards, policies and procedures.
- Escalation Management , RCA / RCF and action plan for overall Process Improvement.
- Complete customer Life cycle journey analysis and process improvement for enhancing customer experience.
- Increased customer satisfaction with timely project deliveries and seamless communication
Head -Customer Care
Gandhi Automation Pvt Ltd.
07.2019 - 04.2020
- Complaint Handling of Customers PAN India.
- Handled team of 15 members.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Resolved problems, improved operations and provided exceptional service.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Client Site Visits and Visit to Manufacturing Units
- Lead Generation and Product Upselling.
- Proved successful working within tight deadlines and fast-paced environment.
- Developed and maintained relationships with customers and suppliers through account development.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Cultivated interpersonal skills by building positive relationships with others.
TSG Manager
Reliance Jio Infocomm Ltd.
03.2017 - 06.2019
- PAN India Customer complaint Management for Mobility and Fiber customers both B2C and B2B.
- Handled Team size of 7 members.
- First point of contact for Integrated Operations center for Network related issues across geography.
- Data Analytics and Presentations on Complaints
- Process creation and documentation.
- System development for improving customer experience and service delivery
- Investigate and resolution on Escalations received from Chairman Desk
- Proactive solutions for Complaint reduction.
- Ensure deliverable outcomes are achieved.
- Cross-trained existing employees to maximize team agility and performance.
BOC Lead
Mahindra Comviva Technologies Ltd.
10.2015 - 03.2017
- Defining New Processes for smooth operations of project, and documention
- Handle Processes for IMS Configuration Management team as SPOC
- Handled Change management requests and coordinating end to end execution.
- Auditing Backup and Restoration configurations at all nodes assuring proper implementation of policies
- Provided Support to Plan activities like New Configuration, System upgradation and ensured successful completion of same
- Preparing reports for various activities performed on Comviva Products
- Performing Configuration Audits at various Comviva Nodes to find any loop holes post activities.
TSG Team Lead for Airtel & Aircel
Nokia Siemens Networks
07.2011 - 09.2015
- Handled a Team of 30 members responsible for various network related customer complaints.
- Analyzing reports based on customer complaints and preparing strategies for reduction of same
- Preventive measures and actions for avoiding complaints in future
- Analysis on competency gap within team and providing training for closing gaps, so that team is well verse with latest software’s and technology
- Extensive follow-ups with CFT members for resolution of complaints
- Sharing of analysis on customer complaints with Management
- Visiting Call Centre on regular basis for understanding process and provide training to leads for further enhancing complaints handling process
- Driving Project and Planning teams for end-to-end resolution which help for enhancing company business in terms of Customer base
- Meeting Set KPI`s target for customer complaints and improving on same month on month
- Management of field Engineers for getting network surveys done within stated responsibility
- Providing support to state Nodal officers for on any network related issue
- Handling of VIP/High Value Segment Customer complaints related to Network Issues.
System Support Engineer for Bharti Airtel Ltd.
Nokia Siemens Networks
12.2008 - 06.2011
- Handling connectivity and vas complaints
- Checking for sites having zero throughput both in Uplink and Downlink
- Taking live trace in MSC/ SMSC for voice/ sms issues
- Solving provision related queries
- Co-ordination and resolving for Connectivity and Network problems at Technical level
- Maintaining MIS of all complaints
- Analyzing reports based on customer complaints and preparing strategies for reduction of same
- Identifying root cause and providing solution for customer complaints ensuring minimum TAT
- Have handled team of 12 members responsible for solving customer complaints related to Network, Vas, GPRS, Blackberry and switch and also handled sites engineer’s team of 7 members responsible for daily surveys & installation of repeaters all around Mumbai.
Education
B.E - Electronics And Telecommunication
RVD & Goa University
GoaHigher Secondary Course - undefined
Goa Board
Skills
Teamwork and Collaboration
Trainings Attended
- Online PMP training.
- CCNA Training by Nirmal Datacom.
- Attended training on NTR & SCA by ROAMWARE.
- Training on the Roaming Management Server (RMS) by Agilent.
Personal Information
- Date of Birth: 03/18/86
- Gender: Female
Interests
Innovations
Driving
Reading
Timeline
Senior Manager – Customer Experience Excellence
Reliance Industries Limited
12.2020 - Current
Head -Customer Care
Gandhi Automation Pvt Ltd.
07.2019 - 04.2020
TSG Manager
Reliance Jio Infocomm Ltd.
03.2017 - 06.2019
BOC Lead
Mahindra Comviva Technologies Ltd.
10.2015 - 03.2017
TSG Team Lead for Airtel & Aircel
Nokia Siemens Networks
07.2011 - 09.2015
System Support Engineer for Bharti Airtel Ltd.
Nokia Siemens Networks
12.2008 - 06.2011
B.E - Electronics And Telecommunication
RVD & Goa University
Higher Secondary Course - undefined
Goa Board
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