Kshitij Jain
Manager - Customer Experience at Thales Cyber Security Products
- Role
- Customer Experience Manager at Thales Cybersecurity Products
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Kshitij Jain
Customer Experience leader with 15+ years of experience driving enterprise CX…
Experience
Customer Experience Manager
Jun 2022 — Present · Noida, IN
Collaborating with partners and conducting quarterly reviews.• Demonstrated strength in Client Relation Management through interaction, Feedback and Intime Support.• Conducted appraisals and performance reviews, highlighting training and development opportunities.• Built and maintained relationships within the team, increasing motivation and team spirit.• Developed open and professional relationships with team members, enabling better, more effective issue resolution.• Integrated process improvements continue to increase overall workflow.• As the team is responsible for providing 24*7 coverage I am responsible for scheduling the roster.• Engage with the customer to ensure the quality of the service based on the NPS rating provided by the customer in a survey.• Developed customer service standards to ensure a consistent customer experience across all channels• Collaborated with cross-functional teams to develop customer-centric solutions to customer problems• Conducted customer surveys to identify customer needs and preferences, resulting in improved customer experience• Developed a customer feedback system that collected valuable insights from customers, resulting in great improvement in customer satisfaction.• Developed a customer loyalty program that rewarded customers for their loyalty.• Created customer-facing dashboards to monitor customer feedback, enabling timely responses and customer service resolution• Redesigned the customer service process to reduce average response time.
Education
Karnataka State Open University
Master of Computer Applications - MCA, Computer Science
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