SUMIT KUMAR
Mumbai
Summary
Customer Experience Manager specializing in high-quality service delivery and customer satisfaction. Proven track record in productivity and efficiency, with expertise in customer feedback analysis and process improvement. Strong communication, problem-solving, and adaptability skills utilized to consistently exceed customer expectations.
Overview
8
8
years of professional experience
4
4
Certifications
Work History
Customer Experience Manager
Mission Happiness, ABCL
Goregaon
05.2024 - Current
- Analyzing NPS scores and VoC insights using platforms like Litmus, Qualtrics, Salesforce, and CRMNEXT to drive strategic improvements.
- Managing end-to-end customer journey from onboarding to service, ensuring seamless experiences and high satisfaction.
- Conducting detractor analysis to identify key pain points, implement corrective actions, and enhance service recovery strategies.
- Implementing customer satisfaction enhancement programs, leveraging data-driven insights for process optimization.
- Conducting stakeholder sessions to align action plans, track progress, and ensure cross-functional collaboration.
- Leading customer experience transformation projects, including retention strategies, cross-selling initiatives, and CRM enhancements.
- Strengthening digital and branch-based customer engagement channels to enhance service delivery.
- Certified Green Belt in Lean Six Sigma (KPMG), utilizing process improvement methodologies to optimize operations and enhance efficiency.
Process Owner - Client Experience Group
IndusInd Bank
Andheri
04.2021 - 05.2024
- Daily Tracking and Reporting (CSAT) - Tracking daily requests raised by branches, maximize digital utilization, provide daily reports on Straight-Through Processing (STP) and First-Time Resolution (FTR), and set up reviews with stakeholders to maintain an exceptional Customer Satisfaction (CSAT) rate.
- Client Engagement and VOC - I oversee client engagement by monitoring the tracking of Client Coverage and Campaign Leads among branch staff. Ensure all leads are contacted within the defined Turnaround Time (TAT), nurturing productive client relationships.
- NPS Initiatives: Actively contributing to elevating customer satisfaction and loyalty through the implementation and management of Net Promoter Score (NPS) initiatives, overseeing a notable improvement in our NPS score.
- QRC Report and VOC - Ensuring the punctual publication of the Quality Resolution and Complaints (QRC) report for the PAN Mumbai region, encompassing a network of 105 branches.
Assistant Manager
Axis Bank
Mumbai
06.2018 - 03.2021
- Responsible for Engagement with Mapped book Portfolio Customers in order to deepen the account & strengthen the banking relationship.
- Responsible for generation of fee income through cross sell sale of Retails Asset Products (Loan Products), Credit / Debit Cards, Retail Forex, and Investment Banking Products (Life Insurance - LI, General Insurance - GI, Mutual Funds - MF, etc.) to the existing customer base.
- Responsible for lead generation for Saving and Current Accounts (CASA) to new customers and deepening of account balances for existing customers.
- Responsible for increasing digital penetration (IB/MB/Bill Pay registration & Activation) in the existing base.
Education
Post Graduate Diploma - Banking Services
Amity University
Noida, Uttar Pradesh07.2018
Bachelor - Computer Application (Full-Time)
YCMOU University
Borivali, Mumbai07.2015
HSC -
K .C College
Mumbai, Maharashtra02.2011
10th Board - CBSE
Kendriya Vidyalaya No. 3
Mumbai, Maharashtra05.2009
Skills
- CRM software and Salesforce
- Litmus
- Data analysis
- Customer journey mapping
- Process optimization
- Voice of Customer initiatives
- Client engagement
- Cross-functional collaboration
- Customer feedback management
Websites
Accomplishments
Gold #1 in Customer Experience Initiatives - B2C Category (2024)
Hobbies and Interests
Technology Enthusiast - Continuously exploring the latest technological innovations to enhance customer experience, streamline processes, and create seamless, hassle-free journeys for customers.
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Certification
Lean Six Sigma Green Belt - KPMG (Oct'23)
Timeline
Customer Experience Manager
Mission Happiness, ABCL
05.2024 - Current
Process Owner - Client Experience Group
IndusInd Bank
04.2021 - 05.2024
Assistant Manager
Axis Bank
06.2018 - 03.2021
Post Graduate Diploma - Banking Services
Amity University
Bachelor - Computer Application (Full-Time)
YCMOU University
HSC -
K .C College
10th Board - CBSE
Kendriya Vidyalaya No. 3