Bhupinder Singh Paul
- Role
- Senior Director, Customer Care Operations Global Impact at Walmart
- Location
- Seattle, WA, US
- LinkedIn followers
- 500 followers
About Bhupinder Singh Paul
At Walmart, a Fortune #1 company, we work to help over 275 million global customers live…
Experience
Senior Director, Customer Care Operations Global Impact
Jul 2022 — Present
Direct critical execution and drive change for a large contact center operations team across 4 verticals spanning Associates. Lead this high performing team to focus on data and anecdotes to advocate for process improvement and implement change. Enhance the operational delivery through aggressive roadmaps deploying process improvements and innovations that deliver quality that delight customers and productivity outcomes that deliver value to the company. Partner with product, engineering, and business leaders to align operations performance with strategic business plans. Created an allocation model for Repeat contacts for targeted actions by functional, business and operations teams. Highlighted Fraud, Reseller and No customers that ops cannot influence to target focus from 40.2% to 19.6% of True Net RCR Created direct routing for 3+ Repeat contacts to address customer experience reducing 3+ thread count from 20% to 10%. Used Customer Satisfaction scores to create a near real time operational Search & Rescue to address customer pain points.
Education
St.Xavier's College, Kolkata
Bachelor of Science - BS
Institute of Hotel Management
Diploma in Hotel Management
Indian Institute of Management, Lucknow
Senior Management Programme
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