Senior General Manager Ops
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A total of 23+ years of work experience. Responsible to manage a team of 1.5k Customer service experts handling the digital channel ( webchat ) for a leading UK utilities company. Key focus is to ensure that the team strives at one and done approach with minimal repeats across channel and effective complaints management process.
Governance set in place for a robust Coaching and Mentoring program to help improve the CSAT and adherence to Compliance norms for our team members across levels. Ensuring team meets the business and client goals / objectives as defined at a monthly / quarterly levels.
I am responsible to head the Digital (WebChat) Customer
Service Department for a leading UK Utilities company with close to 1.5k team members spread across 3 sites in India.
Ensuring team delivers the set performance standards as well as working with the client and setting a goal / vision Quarter on
Quarter. People Management with a clear set career progression roadmap and understanding and maintaining a strong morale to outperform regularly and help achieve the business goal.
Bachelors in commerce from Mumbai University in 2000
Diploma in Airlines Travel & Tourism from IITC, Bandra in March 2001
Certified Course in Computerized Reservation System - Sabre from IITC, Bandra in 2001
Certificate in Advanced Fares from British Airways in 2002
Diploma in IATA /UFTAA Foundation Course in 2001
Certificate in Diploma in Marketing & Business Administration from IITC, Bandra in 2005
Basic Six Sigma Training on KAIZEN & Lean Projects
WNS CX Leadership Development Journey Cornell University June 2023
