Akanksha Jaiswal
Autonaut @CARS24 - Accelerating Customer Experience and Process Excellence| Ex RBL Bank| MBA- IM, BHU| SRCC
- Role
- Manager at Cars24
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Akanksha Jaiswal
I am a Strategy, Customer Experience Program Management & professional with 8+ years…
Experience
Manager
Jan 2023 — Present
Led coordination for automating the chatbot from lead generation to appointment booking, designing the complete journey flow in Figma. Developed comprehensive FAQs for integration, conducted rigorous testing, and identified gaps in the live journey. Continuously tracked appointment booking conversions through the bot. Led Online Reputation Management initiatives, directing the team to swiftly resolve social media escalations, boost brand perception, and increase customer loyalty, resulting in a 20% shift from negative to positive comments. Introduced personalized gestures like vouchers, token of appreciation to build trust and drive positive feedback. Implemented a priority system for resolving complex cases, reducing repeat escalations by 10%. Developed standardized communication templates for improved clarity and consistency. Conducted grievance-handling training to align the team with CSAT and TAT goals. Designed a real-time quality audit dashboard for continuous compliance monitoring. Tracked NPS across customer journeys, built dashboards, addressed detractor feedback, resolved post-sale concerns, and boosted survey response rates by 5%, maintaining an average of 14%. This enabled deeper insights into customer needs and proactively prevented escalations. Created a customer journey map for holdbacks and loan repayments, launching \'Do You Know\' for staff and \'What’s Next\' for customers, reducing complaints by 40% and enhancing communication to build engagement and trust. Authored monthly “Behind the Scenes” LinkedIn posts on customer-centric innovations, growing team’s followers driving engagement actions Managed P&L of the holdback process, ensuring accuracy and optimizing profitability.
Education
FMS BHU
Master of Business Administration - MBA, Marketing
2017 — 2019
Shri Ram College of Commerce (SRCC)
Bachelor of Commerce (BCom), Business/Commerce, General
2011 — 2014
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