Naveen Singh
Customer Experience Manager
- Role
- Customer Experience Manager at DishTV
- Location
- Lucknow, UP, IN
- LinkedIn followers
- 500 followers
About Naveen Singh
Customer Centricity, Customer Obsession and User First attitude. Driving Growth by…
Experience
Customer Experience Manager
Sep 2024 — Present · Noida, IN
Working as a Site Business Manager and Managing Dish TV Inbound Partners with three different Locations which includes 220+FTEs.• Serving as the primary point of contact for our Vendor partners, ensuring strong working relationships and alignment with business objectives.• Operations Management: Call Forecasting, Call Routing, Workplace Development, Headcount Management, NPS, Optimize resource utilization and reduce operational costs without compromising service quality.• Driving Customer Retention by focusing on recharge done by De-active customer base and this should be 60%-65%.• Monitor and evaluate vendor performance against predefined key performance indicators (KPIs),service level agreements (SLAs), and contractual obligations thru periodic performance reviews.• Prepare and present regular performance reports to CEO & senior management, highlighting areas of improvement, risks, and success metrics.• Collaborate with vendor partners to ensure teams are adequately trained and up-to-date on product offerings, services, and customer engagement techniques.• Stay updated on industry trends and technological advancements to implement solutions that improve productivity and customer experience.
Education
Sikkim Manipal University - Distance Education
Master of Business Administration - MBA
2011 — 2013
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