Prabhat Maurya
Customer Experience| Contact Centre Leadership| CSAT
- Role
- Head Customer Delight at SuperBottoms
- Location
- Delhi, IN
- LinkedIn followers
- 500 followers
About Prabhat Maurya
13+ years of experience and a track record of accomplishments in the online sector. Skilled in E-commerce, Customer Relationship Management (CRM), Team Management, Customer Service, CSAT, Support Automation and Training. Excellent team player in leading a team towards achieving organizational goals and have been a part of STARTUPs like SuperBottoms, Floweraura and well established as Snapdeal, INDIA TODAY GROUP, STARCJ.
Experience
Head Customer Delight
Jun 2021 — Present · Delhi, IN
Process creator for smooth and improved Customer Journey.Implemented BOT, IVR and Self Service Automation to reduce manual efforts and faster reverts.Building Whatsapp Commerce for smooth conversion and improve drop cart.Successfully launched CSAT for the Brand.Work closely with all levels of management within the organization for process re-engineering and implementing policy changes based on customer feedback in order to align with market needs.Acting as a liaison with other departments like procurement, fulfillment, logistics to improvise customer experience.Review and analyze the data to make recommendations on offer, process, and customer policy changesCreated the NDR process to increase the Delivery % and TAT.Working with Product team on automations and creating Rules for logistics.Implemented processes to reduce the repeat % of interactions of customer for same order.
Education
Indian Institute of Photography
Certificate Course
2014 — 2014
Kendriya Vidyalaya, Guwahati
High School
1994 — 2006
Delhi University
Bachelor's Degree
2008 — 2011
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.