VIJAY G S

Dynamic and resourceful Customer Experience Manager with over 16 years of diverse experience across E-commerce, Telecom, and Customer Service domains. Proven track record in managing large teams, optimizing customer journeys, driving operational efficiencies, and handling critical escalations. Adept at blending analytics with empathy to deliver seamless customer experiences.

• End-to-End Customer Experience Management
• Escalation Handling & RCA Analysis
• Process Optimization & SOP Design
• Voice & Email LOB Management
• Partner & Stakeholder Engagement
• Team Training, Grooming & Supervision
• Dialer Systems, CRM (Kapture) & Tech Collaboration
• Strategic Reporting & Leadership Communication

• Drive end-to-end customer experience strategy across all journey touchpoints – from pre-sales to post-delivery.
• Handle critical customer escalations with empathy, data-backed analysis, and cross-functional coordination.
• Perform Root Cause Analysis (RCA) and proactively implement SOPs to minimize repeat issues.
• Collaborate with tech teams to enhance system features (e.g., dialer alerts, CRM log integrity).
• Optimize CX metrics like TAT, CSAT, and escalation rates using analytical dashboards.
• Coordinate with external partners to align on SLAs and CX expectations.
• Ensure structured documentation and leadership presence in business reviews.
• Define and improve return/refund processes balancing customer delight and cost efficiency.
• Spearhead manpower planning and support allocation for email and voice LOBs.
• Regularly engage in customer sentiment analysis and ensure feedback loops to Product and Ops teams.

I Enjoy exploring diverse genres, attending live performances. I am also a Avid traveler, passionate about discovering new cultures, cuisines, and landscapes; believe travel sharpens perspective and fuels creativity.