Parminder Sehgal
Director Customer Operations at Shiprocket
- Role
- Director Customer Operations at Shiprocket
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Parminder Sehgal
Expert of process excellence & cross-functional leadership, driving customer experience…
Experience
Director Customer Operations
Nov 2020 — Present · New Delhi, IN
Managing multiple customer experience touch points• Inbound/ Chat Call Centre• Email support program• Social media support programMilestones• Reduced annual operational costs by ₹30 crore across in-house and contact centre operations• Strengthened seller confidence by achieving successful delivery in 60% of NDR cases• Optimized weight dispute resolution, achieving a 250% increase in Shiprocket-favored outcomes• Enhanced seller’s pickup percentage, achieved 85% on-time shipment pickups • Negative sentiment on social media declined significantly from 41% to 23%, reflecting a positive trend.Service Enhancement Initiatives – Elevating First Call Resolution Performance• Specialized service desks: Instituted dedicated service desks within the call centre to enhance the speed and quality of issue resolution for sellers.• Seller-Centric SOP Redesign: Reengineered standard operating procedures to ensure enhanced operational efficiency and a seller-focused support experience.• Empowered Frontline Advisors: Entrusted frontline support staff with decision-making authority to accelerate and enhance issue closure efficiency on the first call.• Accelerated Escalation Channels: Optimized escalation channels by instituting accelerated communication protocols between front-end & back-end teams, ensuring prompt & synchronized issue resolution.
Education
Delhi University
B.Com
1991 — 1994
University of Meghalaya
Executive MBA
2013 — 2013
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