Prithwijit Mukherjee

About Prithwijit Mukherjee

I am a customer obsessed, industry and product agnostic CX leader with over 25 years of transforming Customer Experience across varied industries such as BFSI, Telecom, DTH, BPO and Hospitality.I have spearheaded nation-wide CX strategy, execution and end-to-end customer service operations. My expertise lies in optimizing operational expenses (opex), generating revenue through customer contact and converting contact centers to profit centers. I have created and leveraged digital assets, self-service capabilities to drive customer convenience and developed a sustainable \'service-cost-per-customer\' model on multiple occasions in my career. As a leader, I influence change, nurture teams and empower individuals to achieve their full potential. Am a firm believer that \'leaders create leaders\'. I always begin with the end in mind, keeping customers at the center of all decision making and practice the cliché, “what is good for the customer is good for the business”.My focus is always on delivering tangible results dovetailing into Top-line & Bottom-line growth and Net Promoter Score (NPS) improvement.Some notable business achievements include- Revenue generation of over 8k Cr from contact centers- Over 50% reduction in cost-to-serve on multiple assignments- Transitioning customer contact from human to virtual channels. Achieved 80% migration to self-help in various businesses- More than 100 process re-engineering across the organization/s based on comprehensive RCAs on complaints year-on-year- Played a crucial role in launching Reliance India Mobile and Airtel DTH, including setting up their contact centers and creating customer service processes. Core competencies:Customer Experience Strategy I Customer Lifecycle Management I AOP and Right Cost-to-Serve I Revenue Generation I Human to Virtual Contact Migration I Digital Solutions and Adoption I Stakeholder Engagement I Thought Leadership I Influence Change I Transformational Projects

Experience

1. Head of Customer Service

   Reliance Mutual Fund

   May 2013 — Present · Mumbai, IN

   Manage end-to-end customer service operations across voice, non-voice, digital and social media channels. Through strategic initiatives, have generated over 8K Cr of AUM from the contact center. Lead transformational projects for cost efficiencies, business growth, digital capabilities and improving CX. Own NPS for the organization and drive root cause analysis and root cause fixes across the organization through complaint analysis. Also manage a specialized team that engages with the regulator and handles regulatory and senior management escalations.

Education

• The University of Huddersfield

  BA (Hons) in Hotel Management , Hospitality Administration/Management

• Institute of Hotel Management, Aurangabad

  Diploma in Hospitality , Hospitality Industry

Skills

• Service Recovery
• Mis
• Employee Engagement
• Workforce Management
• Key Account Management
• Contact Centers
• Channel Partners
• Vendor Management
• Sla
• Transition Management
• Customer Retention
• Management Information Systems (Mis)
• Leadership
• Business Process Re-Engineering
• Customer Experience
• Telecommunications
• Customer Lifecycle Management
• Bpo
• Call Centers
• Partner and Client Engagement
• Customer Satisfaction
• Cost Engineering
• Customer Life Cycle Management
• Contact Center Operations
• Service Recovery and Process Re-Engineering
• Strategy
• Service Strategy and Planning
• Ivr
• Ivr and Self-Service Solutons
• Relationship Management
• Outsourcing
• Customer Relationship Management (Crm)
• Business Process Outsourcing (Bpo)
• Performance Management
• Crm
• Service Delivery
• Plus One Service Delivery
• Account Management
• Vas
• Team Management