SAMIKSHA POKHRIYAL

adkaan@r.postjobfree.com

+91-956*******

yPROFILE SUMMARY

MBA in Information Technology, 10 years of management experience in Customer Service Operations, Revenue Enhancement, Retention, Sales and Operations. Accustomed to work in dynamic environment of E-commerce Startups. Leading and managing professional team for financial (Revenue collection, Due Collection and Lead generation) and non-financial (Customer Engagement/Churn Acquisition/NPS/RCA) KPI for clients from different demography (APAC and Middle east) across diverse Verticals (IT Ed-Tech, Telecom media & entertainment, Travel & Tourism, Logistics, BFSI). Skill SET

Customer Service

Operation

Customer Experience

Management

Upselling and Revenue

enhancement

Corporate client

Support

SLA Compliance, NPS and

RCA

Incident Management Customer experience

Strategy

Churn Acquisition Franchise/ Channel

Partner Support

Online Sales

CRM Setup (RightNow

and Freshdesk)

Knowledge Management Campaign Management Training MS Office (MS Excel, PowerPoint, MS Word)

Academic Profile

2000-2002 MASTER OF BUSINESS ADMINISTRATION, 65%

INSTITUTE OF MANAGEMENT STUDIES, DAVV UNIVERSITY, INDORE 1997-2002 BACHELOR OF COMMERCE, 65%

B.S.S.S., BARKATULLAH UNIVERSITY, BHOPAL

Job Summary

Talentedge (IT- Edu-Tech) Sr. Manager Nov’17-Sept’20 HolidayMe (Travel & Tourism) Assistant Manager Sept’15-Oct’17 Maitri Events (Media and ENtertainment) Assistant Manager Oct’12-Aug’15 Bharti Airtel (Telecom) Sr. Executive Nov’04-Nov’07 Professional Experience

Program Manager

• Manage all Customer Experience project and work streams required to launch, sustain, and improve the Customer Experience including project planning, meeting coordination, reporting, training, and communications

• Measure and provide reporting on the customer experience program

• Experience with customer relationship management System, such as Freshdesk, Right Now, Salesforce

• Measure success/lead continuous improvement

• Coordinate with other teams/stakeholders to ensure product visibility customer engagement and operational support.

• Ensure alignment with company goals and strategies.

• Build strong relations with stakeholders to understand priorities, define roadmaps and to collaborate and work with them on program and actions to improve our customer’s experience.

• Strong understanding of customer experience measurement methods including NPS, Customer effort score.

• An internal expert on survey platform – survey writing, intake, survey submission and build-out and revisions

• Look for, suggest, and carry out process improvements based on survey reporting data platform.

• Collaborates with Strategic research & analytics team on user search, testing and surveys.

• Evaluate organization's performance in lifting sentiment metrics compared to competitors and other brands that deliver best-in-class customer experiences

• Represent the Customer Experience team in major strategic meetings around product and feature launches SAMIKSHA POKHRIYAL

adkaan@r.postjobfree.com

+91-956*******

Customer Service Operation

• Provide customer feedback and product-performance data to business group development teams to help drive next-generation product improvements

• Engage with the broader Customer Engagement organization to understand field performance, trends, top escalations, and call types

• Articulate product performance issues, customer needs and solutions through aggregated post-sale product performance data and analytical insight

• Work with Customer Care analytics team to acquire structured data and design functional reports to fulfill analytic needs

• Act as top-level escalation point for call center agents; coordinate and manage escalations

• Partner external and internal teams to provide scalable and sustainable/current content for FAQs, Job Aids, and agent up-trainings

• Execute Video Collaboration Customer Care strategy and drive the implementation across the Customer Care team

• Experience working with vendors and managing regional and global projects

• Deep knowledge and experience using collaborative project management tools and processes (JIRA, Smartsheets, Google docs)

• Manages call volume forecasting and recommended staffing requirements to meet projected call volume and service level goals

• Experience in formulating policy, and developing and implementing new strategies and procedures

• Manages system changes needed to support mergers to include routing and application and IVR enhancements. Forecasts staff, systems, equipment, and facilities

• Manage all aspects of lead generation, development, and conversion and to implement programs and processes that will enhance profitability to the team

• Experience with post-sales customer retention and churn reduction Incident Manager

• Oversee day to day call center activities in multiple call center programs, several of which are governed by contracts with varying terms and SLA’s

• Maintaining all KPI’s required for business and continuous improvement.

• Prioritizing the Incidents based on the impact and urgency Closing the non-major incident within the agreed SLA’s

• Following the correct escalation process for the major incidents both functional escalation and hierarchical escalation

• Handled Critical Situation by following the Critical Situation Management procedures.

• Picking the alerts within agreed SLA

• Experience in writing and presenting Root Cause Analysis (RCAs) to both Internal and External Clients.

• Performed business analysis and Data analysis for proactive reduction in incident count and increasing stability in service operations ensuring high customer satisfaction.

• Have intermediate hands-on Problem and Change management process by ITIL V4 module.

• Maintain all documentation related to the Incident Management process including policies, procedures and work instructions and ensure the organization has a clear understanding of the process. Revenue recognition

• Resolving errors in revenue processing activities during monthly processing by coordinating with various business units and information system personnel

• Assisting in the research and development of revenue accounting policies and positions, including the development & delivery of training sessions

• Coordinating with internal and external auditors on policy review, evaluation of accounting practices/changes, and assistance with testing

• Closing monthly revenue and expense ledgers within rigorous closing schedules; preparing revenue and expense journal entries and account reconciliations

• Highly analytical, with strong Microsoft Excel skills, including Pivot tables and VLOOKUPs (intermediate or higher/Access desired)

• Assist in maintaining and updating internal documentation for revenue policies, procedures, and controls People Management

• Lead a team of minimum 20 Executives including team leads

• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job SAMIKSHA POKHRIYAL

adkaan@r.postjobfree.com

+91-956*******

contributions; planning and reviewing compensation actions; enforcing policies and procedures. Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate their performance against the department goals. Escalates issues appropriately

• Ability to motivate and develop Senior Coordinators for succession planning

• Create and foster an environment that promotes team effectiveness, cooperation, motivation, collaboration, inclusiveness, and professional growth

• Capacity building new hire and training calendar for new hires and current team.

• New and existing product and process improvement training to teams

• Lead monthly business review meetings with key stakeholders.

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