Karan Sharma

• Reviewing Feedback Loop System and governing estate level compliance across all customer contact centres within Vodafone – sharing feedback with Team managers, Customer Operation mangers and Process Leads and reviewing error and compliance trends.
• Focused on all inbound and outbound commerical channels Sales retention channels - Strengthened merchandising and promotional strategies to drive customer engagement and boost sales. Overlooking compliance for over 650 Sales FTE's across all channels (Call/Chat/Email)
• Awarded top performer for financial year 19‑20 for huge leakage reduction via lean sigma methodology saving approximately £1.5+ million for defect identified and resolved in commercial line of business.

Responsibilities:

• Subject Matter Expect for Customer Operations focusing on below aspects:.
• Handling teams of new hires with over 30 ‑ 35 advisor guiding them through OJT process.
• Training and sharing feedback to handle BAU task and meet daily/weekly and monthly KPI's.
• One on one feedback session ‑ chat/call calibrations to handle and tackle difficult scenarios.
• Ensure NPS ‑ CSAT and Resolution are met as per KPI deliverables NPS Improvement Project (Net Promoter Score) ‑ This project includes to monitor NPS for all skill set.

• Working as front-line advisors for Vodafone Customer Services (UK) handling multiple forums from email/web chat/ inbound calling to eForum ‑ ensuring daily KPI's were met and was awarded with top performer for financial year 13‑14 due to which was promoted to Senior Executive.
• Shared feedback to Team manager, on all day to day defects identified in CRM and sharing it back to review with stakeholders to enhance CRM experience for customer care team.