Manager Customer Satisfaction & Research
Selected Contributions & Responsibilities:
·Ensured Smooth delivery of Customer Satisfaction reports for management.
·Designed and implemented bill delivery survey with complete process flow data sample collection to management reporting.
·Completed revamping project of customer satisfaction surveys for Customer care and franchise.
oIncorporated segmentations in surveys data sample.
oDeveloped quality team for monitoring outgoing calls quality.
oRevamped Report to give management better visibility of customer’s feedback.
·Groomed team of quality evaluators ensuring minimum error level. Also ensured to train them as trainers to conduct trainings.
·Groomed team of research offices to conduct surveys and capture customer’s feedback without any errors.
·Developed complete training process to ensure all team members will keep updated on latest information.
·Developed process documents for all satisfaction surveys to help understanding complete process lifecycle.Actively participated in revamping and development of projects for QAST.