Reena Dsilva
Customer Experience & Revenue Transformation Leader | BFSI, Aviation & Digital Platforms | AI-led CX Optimization
- Role
- Head of Customer Experience at ONEOTT iNTERTAINMENT LTD
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Reena Dsilva
As a Customer-centric leader, I lead strategic initiatives across customer engagement, retention, and operational excellence. My focus lies in optimizing customer life cycle management, leveraging data-driven insights, and employing business intelligence tools to enhance customer journeys, improve retention, and identify revenue opportunities. I also oversee comprehensive contact center operations, spanning inbound support, CRM, and digital engagement, ensuring seamless service delivery and customer satisfaction. My work emphasizes leveraging analytical skills, customer escalation management, and adherence to standard operating procedures to streamline workflows and implement innovative solutions. With expertise in AI-led CX optimization, I am committed to driving measurable business outcomes through operational enhancements and a customer-centric approach. My goal is to foster long-term relationships, support organizational growth, and deliver exceptional customer experiences.
Experience
Head of Customer Experience
May 2025 — Present · Mumbai, IN
At NXT Digital ONE Broadband, I lead Customer Life Cycle Management, driving strategic initiatives across customer engagement, retention, and operational excellence. I oversee end-to-end contact center operations, including inbound support, retention, CRM, and digital engagement, ensuring seamless service delivery and enhanced customer experience. My role involves leveraging data-driven insights and business intelligence dashboards to optimize customer journeys, improve retention, and unlock revenue opportunities. I have spearheaded key transformations, including revamping retention and asset recovery processes, deploying Agentic AI for real-time customer support, and streamlining operational workflows to improve efficiency and service quality. I work closely with cross-functional teams to align customer strategies with business objectives, foster a customer-first culture, and drive sustainable growth through improved engagement, renewals, and service innovation.
Education
Datta Meghe Collge of Engineering
Diploma in Electronics
1997 — 2000
Shreemati Nathibai Damodar Thackersey Women's University
Bachelor of Arts (BA), Political Science and Government
2003 — 2006
DY Patil Institute of Distance Learning
Master of Business Administration - MBA, Artificial Intelligence
Skills
- Performance Management
- Mutual Funds
- Team Management
- Vendor Management
- Customer Service
- General Insurance
- Team Building
- Management
- Process Improvement
- Mis
- Employee Engagement
- Business Development
- Relationship Management
- Insurance
- Soft Skills
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