Devika Kshetrapal
Associate Manager | Driving Customer Success through Data Insights & Process Optimization | Expertise in Power BI, CRM, and Automation
- Role
- Associate Manager -service Delivery Management at Sutherland
- Location
- Navi Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Devika Kshetrapal
As an Associate Manager specializing in service delivery and customer success, I bring a…
Experience
Associate Manager -service Delivery Management
Apr 2023 — Present · Mumbai, IN
As an Associate Manager at AT & T, I lead a team of 20 associates to deliver exceptional customer service and drive retention through data-driven insights and process improvements. Spearheading customer onboarding revamp initiatives, I reduced time-to-value by 30% and boosted customer satisfaction scores by 20%, positioning my team to exceed customer expectations consistently. By implementing automation with tools like Power BI and CRM, I accelerated report generation by 30%, enabling quicker, more accurate insights into usage patterns and satisfaction metrics. My efforts have also led to a 2% increase in resolution rates, with a keen focus on stakeholder engagement throughout the project lifecycle. I regularly identify upselling and cross-selling opportunities, leveraging insights that have driven revenue growth and underscored the strategic impact of our department on the business.
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