Tanveer Samnani

Manager - Training Quality & Process

StayVista Pvt Ltd
Date - Present

• Guest Experience Excellence: Maintain premium-quality guest interactions across all channels, aligning service with StayVista’s luxury standards.
• Leadership in Training & Quality: Lead a team of 65 agents, with 2 Quality Analysts, 2 Trainers, and 2 Process Specialists, ensuring consistent service delivery. Design and implement comprehensive training modules covering customer engagement, service skills, and product knowledge.
• Outcalling Automation: Automated the outcalling process based on primary source and squad criteria, reducing response time from 105 minutes to 27 minutes as of September 2024.
• CTI Integration: Spearheaded Computer Telephony Integration (CTI) with CRM to centralize guest data, enhancing agent efficiency and allowing quicker, more informed service.
• AI Bot Enhancement: Transitioned from a basic string-based bot to an LLM-driven bot (GPT technology) to manage complex guest queries, elevating digital guest experience.
• Vendor & Digital Management: Oversaw vendor partnerships and spearheaded digital initiatives, supporting ongoing enhancements to elevate StayVista’s guest journey.

Key Projects:

• Project EQ101: Developed a sentiment-driven training module, improving Customer Satisfaction (CSAT) from 78% to 92% within 180 days.
• Project Vasco: Managed interview and training logistics for project launch, achieving complete operational readiness in three months through five training batches.
• Project Light House: Improved associates’ escalation management with a comprehensive curriculum on critical thinking, rapport-building, and de-escalation, strengthening team resilience in high-stress interactions.
• Project Optima: Reduced luxury queue hold time by nearly 2 minutes, applying a DMAIC approach to optimize rebuttal efficiency and decrease Average Handling Time (AHT).
• Project Upturn: Enhanced escalation management training, implementing scenario-based roleplays and rigorous certification standards, improving throughput scores from 86% to 94%.
• Automated Quality Assessments: Replaced manual checks with a CRM-based tool for full coverage, increasing quality scores by 12% and saving a full man-day weekly.
• Luxury IVR Automation: Developed a luxury-focused IVR system, reducing calls for Refund Status (5%), Order Status (12%), and Cancellations (23%), enhancing customer satisfaction.

• Orchestrated strategic enhancements to the Knowledge Management tool, optimizing efficiency
• Implemented 360 Degree Audits, reducing forceful closures to zero in three months
• Received accolades for transformative contributions to processes and audit methodologies.

• Spearheaded quality assurance initiatives for Fortune 500 clients, demonstrating adaptability
• Recognized for outstanding contributions to quality assurance and operational success
• Managed Quality for Accounts like Facebook, HDFC NRI Services, Xanadu Realty & J2 Global communications.