Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Richa Wadhwani

Mumbai

Summary

. Customer Manager offering 9-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business I specialize in quality, speed, and process optimization, and I am passionate about developing relationships, cultivating partnerships, and growing businesses.

Overview

12
12
years of professional experience

Work History

PROGRAM MANAGER

Airtel
03.2023 - Current
  • Directed the planning, execution, and closure of multiple lease line service projects, achieving seamless delivery and adherence to budgetary restrictions; exceeded project goals by 8% and reduced project costs by 5%
  • Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
  • Spearheaded cross-functional coordination with vendors and third-party providers, resulting in a 15% reduction in equipment delivery time; optimized project timelines and enhanced operational efficiency
  • Implemented quality control measures and monitored service performance to consistently meet or exceed quality standards and SLAs.
  • Regularly provided updates to stakeholders through concise and engaging presentations, effectively communicating project status, risks, and opportunities; this increased stakeholder engagement and fostered a collaborative environment.
  • Demonstrated proficiency in lease line service technical aspects, including network infrastructure, bandwidth provisioning, and service quality, providing essential technical guidance to project teams.
  • Streamlined operational procedures for lease line services, leading to a 10% increase in efficiency and a reduction in customer escalations by 7%
  • Effectively led and mentored project teams, fostering collaboration and goal achievement among network engineers, technicians, and support staff
  • Fostered and nurtured strategic partnerships with key lease line service customers, tailoring solutions to their unique needs and achieving a remarkable 95% customer satisfaction rate.
  • Spearheaded the successful digitization initiatives, strategically tackling process and system challenges; Identified program obstacles and communicated possible impacts to team resulting in a 15% reduction in customer support issues and a 9% increase in customer satisfaction
  • Orchestrated a seamless data migration process from legacy systems to the new platform, ensuring uninterrupted operations and safeguarding data integrity; minimized disruptions and reduced potential errors by 25%
  • Led the strategic initiative to revolutionize the end-to-end digital journey, streamlining operations and achieving an impeccable 100% compliance rate with company policies and industry standards; delivered with remarkable increase in efficiency and reduced manual intervention by 40%.

LEAD PROCESS EXCELLENCE AND CAPABILITIES

Airtel
05.2022 - 01.2023
  • Created and delivered an immersive onboarding experience for 50+ new Engineers, which included technical training, job shadowing, and mentorship, resulting in a 30% reduction in ramp-up time
  • Conducted 25+ refresher trainings on revised product features and processes to Team Leads and Engineers; improved team efficiency by 30% and implemented One Airtel One engineer agenda
  • Contributed as a core team member in Mumbai circle on deployment of updates in Airtel Works App, leading to enhanced productivity of Engineers from 2.5 - 3.4 task/day and increased customer satisfaction
  • Identified and resolved regular types of customer escalations, sharing detailed Root Cause Analysis (RCA) with concerned stakeholders
  • Reduced Noncompliance in operational standards from 17% to 7.4% through effective monitoring and corrective measures
  • Conducted regular audits to improve digital communication with customers, resulting in improved Key Communication Indicators
  • Performed recurring audits to address performance gaps of Engineers and ensure their ongoing development
  • Provided focused refreshers and PKTs for non-performing Engineers to improve their skills
  • Created awareness of safety processes as per company policies, Zero Tolerance Policy (ZTP), and Code of Conduct (COC)
  • Conducted regular field visits and audits to improve FONI (Fault on new installation) from 5.7% to 4.7%, and reduced repeat service requests from 32% to 21%
  • Developing and implementing strategies to control attrition among field resources by identifying the reasons for attrition and conducting exit interviews to gather feedback from departing employees
  • Providing regular updates to Circle head and HR on attrition trends and recommended actions to address them.

LEAD CUSTOMER SUPPORT

Branch International
03.2021 - 04.2022
  • Responded to real-time queries and handled critical or escalated issues and requests within SLA to ensure prompt resolution
  • Collaborated with the Manager to conduct weekly calibration sessions and maintain quality standards across the team
  • Conducted audits of Zendesk tickets, chat transcripts, and normal tickets to identify areas for improvement and provide feedback to the team.
  • Assisted the Manager in creating and analysing reports to track the performance of the operation teams and the supported products, and proposed solutions for optimizing performance.
  • Mentored and trained new team members, providing effective feedback to enhance their performance and contribute to team success
  • Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
  • Worked cross-functionally with Loan Review, Developers, Product Strategy, and Payments teams to identify process improvements and implement solutions for enhanced efficiency
  • Analyzed top contact reasons and customer inflow matrix, and presented findings in monthly operational syncs, proposing solutions for reducing customer contacts and improving customer experience.

CENTRE HEAD

OYO ROOMS
02.2019 - 03.2019
  • Managed 3 Call centre for OYO by taking care of Quality centric issues and audits
  • Designing SOPs for OYO on Quality parameters for call centres.

QUALITY ANALYST & PROCESS TRAINER

PaySense
09.2016 - 01.2019
  • Maintained technical relationships with assigned customers, providing excellent support to foster loyalty and retention
  • Identify, diagnose, and isolate customer issues and train team members to achieve 100% customer satisfaction
  • Utilize Zendesk to assign tickets, pull reports for Quality Assessment, and add new tags to identify types of queries for automation and reduction of SLAs
  • Align team roster to handle queries on time and reduce TAT
  • Handle social media escalations (Facebook, Twitter, etc.) and obtain C-SAT ratings from customers on the Play Store
  • Mentor non-performing staff and revise appropriate action plans to improve overall team quality and achieve monthly quality targets
  • Design proper training and quality monitoring structures.

SENIOR CLIENT EXECUTIVE - CRM

Askmebazar.com
02.2016 - 08.2016
  • Managed end-to-end content production, quality control, and management for AskmeBazaar and AskmeGrocery, ensuring that all content was accurate, engaging, and aligned with brand guidelines
  • Adhered to turnaround time (TAT) targets by efficiently completing daily tasks as assigned by the manager or team leader, while maintaining high-quality standards
  • Coordinated with both vendors and in-house teams to streamline operations and improve catalogue management processes, resulting in a smoother workflow and improved customer experience.

ASSISTANT MANAGER ANALYST

ACC Cement - Holcim Group
07.2012 - 01.2016
  • Mapping wastes & commodities
  • Developing and revising QA Audit SOPs, compliance tracking tools and audit worksheets to improve processes and procedures
  • Commissioning & installing most advanced Alternate Fuel & Raw Material Lab at ACC Rajasthan Plant.

Education

MASTER OF BUSINESS ADMINISTRATION (PGDM) -

IMT, Ghaziabad
04.2015

MASTER OF SCIENCE -

IIS University, Jaipur
05.2012

BACHELOR OF SCIENCE -

Rajasthan University, Jaipur
05.2010

Skills

  • Customer Satisfaction
  • Zendesk (Advanced)
  • Change management
  • Problem Solving
  • Strategic Planning
  • Customer Retention
  • Lean Thinking
  • Training
  • Community management
  • Quality Assurance
  • Communication: Slack
  • Microsoft Office
  • Microsoft Excel
  • MS PowerPoint
  • Google Sheet
  • Organization and Task Management: Evernote
  • Data Fetching: Metabase
  • CRM
  • Android User Responses: Fabric
  • Customer Ticket Management: Zendesk, Zoho, Jira
  • Customer Service
  • Regulatory Compliance
  • Life Cycle Management
  • Project Management

Accomplishments

  • Airtel: Awarded as CEO Excellence Award in Q2' 2022
  • Branch International: Awarded as Branch Shining Star Award in Q2' 2021
  • PaySense: Spearheaded the campaign to improve the Play Store rating from 3.8% to 4.2% with the user base of 22000 in last 6 months. Reducing the customer contact rate by managing and mapping FAQ section.
  • ACC Cements: Commissioned & installed most advanced Alternate Fuel & Raw Material Lab at ACC Rajasthan Plant.

Timeline

PROGRAM MANAGER

Airtel
03.2023 - Current

LEAD PROCESS EXCELLENCE AND CAPABILITIES

Airtel
05.2022 - 01.2023

LEAD CUSTOMER SUPPORT

Branch International
03.2021 - 04.2022

CENTRE HEAD

OYO ROOMS
02.2019 - 03.2019

QUALITY ANALYST & PROCESS TRAINER

PaySense
09.2016 - 01.2019

SENIOR CLIENT EXECUTIVE - CRM

Askmebazar.com
02.2016 - 08.2016

ASSISTANT MANAGER ANALYST

ACC Cement - Holcim Group
07.2012 - 01.2016

MASTER OF BUSINESS ADMINISTRATION (PGDM) -

IMT, Ghaziabad

MASTER OF SCIENCE -

IIS University, Jaipur

BACHELOR OF SCIENCE -

Rajasthan University, Jaipur

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Richa Wadhwani