First Steps in Customer-Centric Service
Story:
💼Starting Point: Began my journey as a Holiday Advisor at Club Mahindra, a company offering timeshare vacation memberships. Here, I learned the importance of customer experience firsthand.
🚩Challenge & Approach: Tasked with gathering feedback, managing escalations, and improving the customer experience amidst long wait times, I proactively solved issues by reaching out to members before my shift began. By collaborating closely with the corporate team, I was able to resolve issues faster, significantly enhancing user satisfaction
🏆Outcome: Through this approach, I consistently received top feedback, won two Employee of the Month awards, and developed a customer-first mindset, setting a strong foundation for my future roles.
Building Efficiency with Tech-Driven Solutions
:screenshot-2024-11-11-224935: Technology Manager at ICICI Lombard General Insurance
Story:
:screenshot-2024-11-14-101214: The Setting: Transitioned to ICICI Lombard through a college placement, where I was part of a team ensuring smooth functioning of iPartner application. Here, agents used the platform to sell insurance products, and we focused on resolving technical issues rather than developing new features.
Challenge & Solution: Assigned to health insurance, I noticed that there was this one simple tasks which had a length process to follow to get it done. This involves identifying issue, raising a Jira ticket and then us resolving with appropriate comments, it would delay further especially when requested outside work hours.
Using Power BI, I created a data-backed case for delegating this task to agents. This proposal reduced our workload by 40% and empowered agents with greater autonomy.