Industry Experience: 17+ years
Past Organizations: Arshiya International, Kalpataru Limited, Asian Paints
Academic Excellence: MBA, MSc IT
Highlights regarding implementations in 2016: Implemented Premium Assist IVR that enabled a premium member’s call to be routed through a Premium Assist IVR after identifying on the incoming call for the membership type and accordingly routing specifically selected and trained personnel for superior customer experience on the calls. This brought about improvement in CSAT. Revamped several legacy and licensed products with OpenSource tools by successfully deploying OpenFire Messenger, OpenVPN, OCS Inventory, OpenDNS directly bringing in savings through these initiatives.
Plans for 2017 from technology and projects’ point of view: Increase productivity of Call Centre Advisors by increasing average talk time per day through various technology initiatives.
Success mantra: Think from the customer point of view.
Favorite piece of personal technology: All the Xiaomi products
Hobbies pursued in free time: Music and movies.
About the family: Stay with my mother (housewife), wife (HR professional) and school going daughter and son.
One good book read recently: Rules of the Game – Dr. Sumit Dutta Chowdhury
Favorite holiday destination: Goa – For quick breaks often during the year.
Social network most active on: Facebook
Preferred Cuisine of Choice: Nothing specific, prefer tasting the entire world.
Favorite Sport: Football