Geetam Goyal
Building Customer Experience @Mensa Brands
- Role
- Customer Experience at Mensa Brands
- Location
- Faridabad, IN
- LinkedIn followers
- 500 followers
Experience
Customer Experience
Jan 2022 — Present · IN
Customer Experience Strategy Development- Design and implement customer experience (CX) strategies that align with the company\'s overall objectives- Identify key customer touchpoints and develop initiatives to optimize the customer journey.2. Team Leadership and Management- Lead and manage a team of CX professionals, including training, mentoring, and performance management- Coordinate cross-functional teams to ensure a consistent and seamless customer experience across all channels.3. Customer Insights and Data Analysis- Collect and analyze customer feedback and data to understand their needs, preferences, and pain points-Implement metrics to measure the effectiveness of CX initiatives (e.g, NPS, CSAT, CES).4. Process Optimization- Identify and address inefficiencies in customer service processes to streamline operations and enhance customer satisfaction- Work with technology and operations teams to implement automation and tools that improve CX.5. Collaboration with Other Departments- Serve as the voice of the customer in strategic decision-making, along with other teams6. Customer Support Oversight- Oversee customer support channels and ensure service levels meet or exceed expectations- Develop training programs and guidelines for support teams to maintain high-quality interactions.7. Innovation and Continuous Improvement8. Crisis Management and Problem Resolution- Act as an escalation point for complex or sensitive customer issues, ensuring quick and effective resolution.9. Performance Reporting- Create and present regular performance reports to senior leadership, highlighting successes and opportunities for improvement- Recommend changes based on data-driven insights.10. Building Brand Loyalty- Develop loyalty programs and initiatives that strengthen customer relationships and increase retention- Implement strategies for personalized customer engagement to build deeper connections.
Education
Maharshi Dayanand University Rohtak
Bachelor of Technology - BTech
Echelon Institute of Technology
Bachelor of Technology (BTech)
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