Nikita Jani

Head - Service Quality, Training & Governance @airtel

Gurugram, IN

Stronger Achievements and Quantifiable Results:• Improved customer life cycle efficiency by 27% through streamlined service request operations from digital and non-digital modes* Reduced backend intervention for service requests by 27% and repeat complaints by 34% while achieving a 7% upsell rate* Leveraged data analytics to identify areas for digital adoption, resulting in a 19% reduction in human interventions for service requestsRevamp Responsibilities into Achievements:* Successfully implemented a new quality assurance program that led to a 28% improvement in adherence to systems, processes, and SOPs* Enhanced customer acquisition quality by 7%, leading to a 19% increase in customer longevityBehaviour Insights:* Increased Net Promoter Score (NPS) by 8 points through designing targeted questionnaires to gauge market and consumer sentimentHighlight Contributions:* Identified and plugged revenue leakage opportunities, resulting in a 7% increase in revenue retention

National institute of management

Master of Business Administration (MBA), Customer care relationship & sales distribution

Ankur school

High School/Secondary Diplomas and Certificates

Somlalit institute of management

Bachelor of Commerce (B.Com.), Accounting and Business/Management

Ahmedabad management association

Diploma in banking, Banking and Financial Support Services