DEVANSHI SHAH

NPS Operational:

• Track daily call activities of team members, supervised individual productivity and quality metrics, and assessed the suitability of service recovery notes.

NPS internal program management:

• Ensured timely responses for all relevant events, revamped question flows for clearer communication, and enhanced engagement by optimizing email/SMS logic for higher open rates.

NPS Insights and Stakeholder engagement:

• Analyzed monthly events, actively communicated insights to stakeholders, and publish NPS numbers regularly to stakeholders.

NPS program transformational activities:

• Executed program transformations by modifying events, integrating with SF, and introduced hierarchy and huddle methodology for improved program execution.

NPS Vendor management:

• Select a dependable NPS vendor that suits our business requirements. Evaluate factors like reputation, experience, available features, and scalability.

• Managed customer survey activities improving customer experience and satisfaction.
• Successfully implemented performance improvement strategies and delivered projects within tight deadlines.
• Saved 43 lacs by implementing cost-saving initiatives by migrating Customer Survey from Litmus to Qualtrics.
• Building of customer survey and dashboards.
• API integration between SFDC, SFMC, Litmus and Qualtrics.
• Designing Email creative and SMS templates via Digital team.
• Coordinated with vendors, tracked payments & invoices.

Accomplishments

• Recognized as 'Star of the Month' for achieving significant customer feedback closure
• Rewarded as 'Star Performer' for successful execution and management of Customer First activity