ZAHID KHAN

Process excellence Executive offering close to 4 year track record of managing and improving the digital self service capabilities to enhance customer service & customer experience. Strong knowledge of project management, digital customer service and key decision making. Disciplined and forward-thinking individual with excellent communication and team-building skills.

Improved Self-Service adoption through Search Engine Optimization

• Analyzed the top customer search terms to understand the impact of external search on assisted service volume.
• Collaborated with functions that own SEO to create a service strategy for minimizing customers’ direct entry to assisted-service channels from external search.
• Suppressed the direct avenues to assisted-service channels in external search (i.e., service phone numbers and direct links to contact us pages) to reduce call volume and improve the chances of customers adopting self-service capabilities.
• Promoted self-service resources on the search results page by linking them to the customer search terms and creating clear pathways for customers from external search.
• With above enhancement we were able to achieve 20% spike in Self serve adoption with absolutely zero business cost.

Improved Self- Service effectiveness through Solution enhancement Project

• Analyzed and identified the scope of improvement in web self serve solutions through validating existing self serve module.
• Collaborated with cross functional teams to gather insights on solution enhancement from process and language standpoint.
• Benchmarked with competitors to gather understanding on how we can portray solutions in a better way on the platform to resolve customers concern with ease.
• Implemented updated solutions across platforms which has led to increase in Self service effectiveness with a spike of 15%

• Certified Tally Expert, MKCL - 2015
• Certified MS-CIT, Maharashtra State Board of Technical Education - 2012