Aditya Mishra
19 Years in payment & acquiring | Leading Client Experience & Contact Center Management at Fiserv | Expert in Operational Excellence, Project Management, and Strategic Innovation
- Role
- Director Customer Experience at Fiserv
- Location
- Thane, MH, IN
- LinkedIn followers
- 500 followers
About Aditya Mishra
Experienced Operation Manager with a demonstrated history of working in the financial…
Experience
Director Customer Experience
Apr 2024 — Present · Mumbai, IN
Completed setup of unified Contact Center for better client experience with successful migration of Payment Gateway Helpdesk and related development in CRM, IVR and BAU process.Successful implementation of Enterprise service model for deeper engagement with top 25 revenue generating clients resulting in improved LTR% with set up of separate desk, priority processing, KPIs, and MIS. Implementation of AI (Copilot) based merchant response for emails and calls at inhouse and vendor location resulting in improvement of quality by 8%.Drive cross-functional NPS/LTR program resulting in closure of 40 actionable with coordination, action tracking and management reporting.Making contact center process audit ready with finalization of SOP, alignment of processes and periodic review. Drive operational efficiency in 20 odd member inhouse and vendor team ensuring 100% KPI adherence.
Education
Sikim Manipal University
Master of Business Administration (MBA)
2007 — 2009
National Council For Hotel Management & Catering
Diploma in Hotel Management
1996 — 1999
Skills
- Banking
- Business Analysis
- Payments
- Process Improvement
- Vendor Management
- Relationship Management
- Change Management
- Financial Services
- Retail Banking
- Management
- Project Management
- Customer Service
- Call Centers
- Business Development
- Cards
- Payment Cards
- Sales
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