Vijay Makhija

· Working with the Customer Experience Team as Quality Analyst and Trainer for the Surgery Care process.

· Accountable for the Net Promoter Score (NPS), CSAT and DSAT, with a focus on continuous improvement to enhance customer experience.

· Led root cause analysis on escalations, partnered with hospitals, and implemented improvements boosting NPS, CSAT, and organizational efficiency.

· Directed end-to-end management for Dental and Maternity verticals, optimized SOPs, scripts, and objection handling, and eliminated service gaps for VIP surgeries.

· Delivered new hire training, refresher programs, and daily coaching through the Win-back initiative, improving sales, conversions, and service quality.

· Produced compelling impact stories and video campaigns, driving engagement across stakeholder newsletters and social media.

• Served as Quality Analyst and Subject Matter Expert for Swiggy Stores, overseeing quality evaluations, OJT audits, and certifications aligned with client standards.
• Acted as Team Lead, driving continuous improvement initiatives, coordinating process activities, and guiding team performance through coaching and regular feedback.
• Delivered enterprise-wide training programs, including new hire onboarding, process training, soft skills, and refresher sessions for diverse learner groups.
• Analyzed CSAT results to identify trends, implement improvement strategies, and lead calibration sessions to ensure alignment across QA, operations, and training teams.
• Managed escalations and process-related queries as the first point of contact, facilitated team huddles, and promoted a culture of accountability and recognition.

· Supported end-to-end indirect sales processes by assisting Inside and Field Channel Managers, coordinating with global distributors (Tech Data and Arrow), and managing deal approvals for VADs and partners.

· Acted as a key liaison for escalations, policy clarifications, and process improvements within Channel Sales Management, ensuring alignment across stakeholders and timely execution.

· Drove non-standard deals through internal approval workflows, prepared contractual documents, finalized quotes, and ensured bookings in line with sales deadlines.

· Collaborated cross-functionally with Oracle teams (Deal Management, OPSS, Partner Ordering, etc.) to streamline transaction processing and boost revenue outcomes.

· Identified and led process enhancements, managed workload distribution, and leveraged tools like Oracle R12, CPQ, Web Quote, GSI Quoting, and DAS for efficient sales operations.

· Served as Quality Analyst and SME, overseeing quality audits (voice & email), ensuring SLA/OLA adherence, and managing escalations and process queries.

· Acted as Team Lead, coordinating daily operations, coaching team members, conducting reviews, and driving continuous improvement initiatives.

· Designed and delivered training programs (new hire, QA, soft skills), conducted calibrations with QA and trainers, and led team meetings to foster performance excellence.

· Played a key role in recruitment drives—interviewing candidates for L1/L2 Service Desk and QA roles—and supported learning initiatives through LMS.

· Managed workforce planning, CSAT analysis, and call recording systems; recognized multiple times as ‘Star of the Month’ for consistently exceeding performance goals.

· Provided senior-level technical support to global Alcatel-Lucent employees via IT Service Desk, specializing in Citrix and Active Directory issues.

· Expertly troubleshot network connectivity, wireless internet, and internet-related problems to ensure seamless user experience.

· Proficient in configuring, managing, and troubleshooting Microsoft Outlook and Windows XP environments.

· Managed software installations remotely using NetMeeting and Sametime, supporting diverse user needs.

· Delivered excellent user support with strong communication skills, ensuring timely resolution and customer satisfaction.