Pawansing Patil
Manager at Reliance Jio | Customer Experience | Ex Godrej || Mechanical Engineer | VJTI
- Role
- Manager at Jio
- Location
- Thane, MH, IN
- LinkedIn followers
- 500 followers
About Pawansing Patil
Customer Experience and Strategic Operations professional with nearly 10 years of…
Experience
Manager
Jun 2023 — Present · Navi Mumbai, IN
Leading the Strategic Operations Team (CNOC) at the Head Office for Jio Fiber (Wireline Business).•Leading a team of 17 Dynamics Executives, streamlining operations and elevating service standards•Translating VoC insights into process actions.•Focusing on governance of complaints and Driving adherence to resolution within defined SLAs.•Proactively analyzing field complaints at the backend to enable remote resolution, thereby reducing field visits and saving cost to the company.•Collaborating with key stakeholders including Journey Owners, Contact Center, Quality, Training, and Knowledge Management teams.•Driving implementation and simplification of processes for frontline teams to enhance customer experience and initiate Customer Delight Programs•Supporting new product, plan, and service launches by ensuring process readiness and team alignment.•Supporting NPS initiatives by gathering and analyzing VoC data to provide actionable insights for business improvement and maintaining effective customer service operations.•Conducting validation and root cause analysis of rejected service requests to improve process accuracy.•Delivering analytical reports and identifying opportunities to improve Assisted Care systems and operations. Regular governance reviews, team huddles or service ops sync-ups•Maintaining and updating process documentation in knowledge portals for easy access by frontline teams and stakeholder communication•Reviewing and improving internal content to enable better service delivery by customer-facing teams.•Ensuring effective people management and performance tracking within the team.
Education
Bharati Vidyapeeth
Master of Business Administration - MBA
2023 — 2025
Veermata Jijabai Technological Institute (VJTI)
Bachelor of Technology (B.Tech)
2012 — 2016
Skills
- Research
- Management
- Autocad
- Leadership
- Customer Service
- Project Management
- Strategic Planning
- Microsoft Word
- Microsoft Office
- Powerpoint
- Microsoft Excel
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