Vidya Gandecha

Leading member experience and partner support operations with an in-house team of 70 and support for PAN India centres

• Driving critical member sentiment and brand metrics like NPS, product ratings and MSAT
• Leading service design through user research, bringing in concrete insights to shape up product, tech initiatives
• Driving in-centre experience with trainer operations, central operations, and design teams
• Building multi-channel support ecosystem, including chat support and self-help

Key achievements:

• Structured processes to manage centre setups, journey-based communication, member survey designs
• Reduced operational cost by 20% by improving support journeys, tool tech stack for support ops and team restructuring
• Reduced refund liability by 10% for centre exits through structured processes and communications engine

Built and led customer experience operations and compliance operations with 8 vertical leads and 250 employees (internal and vendor)

• Hired training, quality, content, and escalations teams, refined operations to deliver unified support experience
• Created synergies between stakeholders like merchants, lenders, finance, growth, and marketing teams for continuous process improvements
• Collaborated with product and tech teams to align product roadmap with voice of customer insights
• Continuously built automations to improve agent experience and reduce user efforts
• Collaborated with growth, strategy, and finance operations teams to create SOPs and streamline offer constructs, cashback disbursement, T&Cs

Key Achievements

• Ranked Top 5 people manager for 4 consecutive quarters
• Saved 1.3CR through systems migration, improved self help, reducing team size from 370+ to 250
• Improved product experience for repeat user transactions and eliminated ~50% inflow for repayment queries
• Built fraud investigation unit, implemented processes to identify, investigate, mitigate and manage fraud
• Launched a fraud awareness page with PR, brand, and legal teams to reinforce trustworthiness with customers (www.zestmoney.in/fraud-awareness)

Built the strategic roadmap, drove customer service metrics, and scaled operations for 100+ million users

• Led bug and issue management, managed teams providing technical support, spearheaded weekly user insights for Product and Engineering stakeholders to shape product roadmap
• Built processes with Product, Legal, and Brand Communications teams to ensure responsible participation
• Collaborated with Risk Operations and Legal teams to set up FairPlay policy and communications framework
• Advocated for customer voice on cross-functional Revenue team to strengthen feature adoption and conduct A/B testing
• Sole custodian of customer support content, voice and tone to ensure channel uniformity

Key Achievements

• Improved first response SLA by 17%, CSAT by 4%
• Improved self-serve from 15% to 22%
• Improved customer journey-based communications to gain user insights in collaboration with Product and Content teams

Previous Position: Senior Manager – Customer Success (2019-12 – 2020-06)

Head of global support operations for 100+ million users, led a global team across India and U.S.

• Strategise roadmap, SOPs and tooling for global team providing support for ad-supported and subscription products
• Implemented company’s first payment, refund, and dispute policies and processes across teams
• Drove product improvements by bringing in voice of customer analysis to product sprints
• Liaised with cross-functional teams across Product, Engineering, Content, Programming, Sales and Marketing to drive data-driven improvements

Key Achievements

• Improved Google Play Store rating by 0.7 star by implementing processes to monitor feedback after app releases
• Project managed new help site to improve self-help, improved site traffic by 150% and reduced ticket influx by 10%
• Built omni-channel support ecosystem and 200+ automations to manage influx within defined SLAs

Previous Position: Manager - Customer Experience (2016-05 – 2018-06)

• Managed 30 internal and vendor employees to drive performance metrics
• Managed resolutions, NPS and CSAT for 85 Lakh+ customers
• Maintained resolution TAT of 24 hours or all appellate, nodal desk and MD office escalations

Key Achievements

• Implemented MapmyIndia tool to ensure better identification of problem areas, improving overall resolution speed
• Training score of 4.7/5. Audit compliance score of 92%

• Led Guest Services for 63 restaurants for 3 states and managed yearly departmental budget

Key Achievements

• Improved Dine In GSI by 13%, Delivery GSI by 15%
• Designed training modules adapted as national guidelines
• Delivered 20 training sessions monthly with average training score of 4.2 - 4.4/5.0 for 2013-2014
• Achieved and maintained national Best Support Department rating 2013-2014

Previous Position: Assistant Manager (2012-08 - 2013-06)

• 2 internal and 100+ external employees, CDMA & GSM retention lead, postpaid, prepaid and high ARPU churn
• Account manager for 70 SME customers achieving incremental revenue of 5% MoM and 95% active base
• Led lifecycle management, improved 0-3 months active base, reduced churn

Previous Positions: Senior Executive - Post-Paid Retention, Executive - Voluntary Retention, Officer - Front End Retention