Kapildev Parpillewar
Senior Manager - Customer Experience and Operations
- Role
- Senior Manager - Customer Support at JioHotstar
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Kapildev Parpillewar
Part of the customer experience and operations leadership team at JioHotstar, focusing on…
Experience
Senior Manager - Customer Support
Dec 2017 — Present · Mumbai, IN
Part of the Customer Experience & Operations Leadership for India and International businesses. Support Channels: Self Help, Social, Chat, Calls and Email.Partner and Vendor Management in a multinational, multicultural markets scenario to uphold and exceed support metrics and KPIs.Driving process improvements towards Cost Reduction at scale: Improving Customer Self Help/FAQ portal efficacy, Process Automation, Chat Bot and Voice Bot enhancements.Leverage CX, CRM, LMS tools, Machine Learning and AI to contribute to continuous improvements in Speed (FRT), Quality (FTR) and Effectiveness (CSAT) for the function.Building the Training, Content & Knowledge Management capability for the organization: Leveraging CRM and LMS tools, developing SOPs, Support Communication, Learning Curriculums, Knowledge Bases and delivering Key Training for global BPO partners.Owning the Escalation and Complaint Management for the function: Transaction Dispute Management. National Consumer Forums, Grievances, Cybercrime / Police / Govt. depts.(in sync with finance & legal teams, payment gateways)Recruitment, Onboarding and Mentorship for key personnel in the team.
Education
Welingkar Institute of Management
PGDM, Operations Management
University of Mumbai
Bachelor of Commerce - BCom, Business/Commerce, General
2017 — 2017
Skills
- Training Delivery
- Team Management
- Mis
- Managing Customer Services
- Analysis
- Vendor Management
- Service Delivery
- Performance Management
- Crm
- Customer Service
- Sla
- Training
- Business Development
- Leadership
- Managing Operations
- Management
- Operations Management
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