| Project / Assignment |
Key tasks undertaken |
First Gulf bank, UAE |
- Established performance & quality framework for the Contact Centre
- Optimization of call centre processes and technology and road map for future initiatives
- Best Practice implementation
- Training of key resources for contact centre management
(In consortium with Servion) |
| A leading Private sector bank in India |
- Project Management of KYC (Delhi, Himachal, Punjab, Haryana, Rajasthan, UP, Uttaranchal, Gujarat, Maharashtra, Goa)
(In consortium with Softage Infromation Technology Ltd) |
3Telecom, Indonesia |
- Detailed pre-launch assessment and alignment of all Telecom processes ( as well as key inter-function linkages) including mystery audits, testing & competition benchmarking
- Establishing key metrics for the Service Operations teams focussing on Cost efficiencies
- Proposal evaluation for the call centre & technology outsourcing
- Budgeting & forecasting
- Optimization of the existing call centre & walk-in performance on key metrics
|
Vodafone Essar Telecom |
- Retail Service Quality improvement program
- Mystery shopping
- Point-of-Sale Audits
|
Aircel Limited |
- Process design and documentation
- Competition Benchmarking
|
Mahindra Holidays |
- Mapping typical lifecycle & major events
- Analyse opportunities for Proactive Service Management, define desired processes needed based on outcomes
- Identifying gaps in Member Profiling & Data capture, and define steps & processes needed to enrich Data
- Study existing CRM & other allied systems for ability to support Data Capture & Analytics
- Define Outcomes OR Measures for new processes
- Define roadmap for implementation & pilot design
|
Pind Balluchi |
- Mystery dining
- Guest retention
- Up-sell & cross-sell training
- Frontline training
|
The French Loaf |
- Market research : Territory potential
- Competition benchmarking
- Improving retail experience
- Customer relationship model for repeat business
- Improve visibility and reach
|
Red Hot Cafe |
- Mystery dining
- Up-sell & cross-sell training
- Frontline training
|
 Funcity, India
(Part of Landmark Group, UAE) |
- Customer life cycle management
- Customer retention program
- Revenue optimization
- Customer segmentation
|
Centre For Sight |
- Service audit – Experience & Standardization.
- Recommendations on service improvement, standardization & technology deployment
|
Softage India Pvt Ltd,
New Delhi |
- Management Development Programme
- Organizational restructuring
- Skills training : Team building, quality improvement tools, presentation skills
|
 |
- Workshop on execution excellence
|
Interactive World |
- Service Marketing design
- Distribution process design and training
|
Unicharm Corporation |
- Customer response management
- Outbound telecalling
|
Institute of Management Technology, Ghaziabad |
- Visiting faculty for delivering lectures on Customer Relationship Management for PGDBM students
|
