Kapildev Parpillewar

Senior Manager - Customer Support @JioHotstar

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.

Welingkar Institute of Management

PGDM, Operations Management

University of Mumbai

Bachelor of Commerce - BCom, Business/Commerce, General