Sm Umer
Deputy General Manager Customer Experience
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About
Senior Customer Experience & Service Excellence Leader with 15+ years of progressive leadership across Power Utility, Telecom, Banking, Retail, and Contact Center operations. Proven expertise in Customer Service Management, CX Transformation, Process Automation, Quality Assurance, Training & Development, Digital Adoption, Complaint Management, Bill Recovery, and Regulatory Compliance. Adept at leading large teams, improving CSAT, NPS, SLA, and reducing cost-to-serve through strategic initiatives and stakeholder collaboration.
Experience
Senior Customer Experience & Service Excellence Leader with 15+ years of progressive leadership across Power Utility, Telecom, Banking, Retail, and Contact Center operations. Proven expertise in Customer Service Management, CX Transformation, Process Automation, Quality Assurance, Training & Development, Digital Adoption, Complaint Management, Bill Recovery, and Regulatory Compliance. Adept at leading large teams, improving CSAT, NPS, SLA, and reducing cost-to-serve through strategic initiatives and stakeholder collaboration.
Education
Masters 16 years of education
