Shailesh Koshyari
Customer Experience Leader | Building & Scaling CX Functions | Startups & High-Growth Companies | Driving CSAT, NPS & CX Transformation
- Role
- Assistant General Manager, Customer Experience at Aakash Educational Services Limited
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Shailesh Koshyari
Customer Experience & Support Leader with 10+ years of proven success in building…
Experience
Assistant General Manager, Customer Experience
Aakash Educational Services Limited
May 2023 — Present · Delhi, IN
Designed and implemented comprehensive customer experience strategies, aligning customer expectations with organizational objectives. Developed frameworks for cross-functional collaboration to promote customer-centricity across all functions.• Transformed customer support delivery and optimized operations at the national support center, leading a team of 170+ professionals to achieve a 92% CSAT through targeted process optimization and comprehensive training programs.• Collaborated with senior leadership to prioritize and standardize CX initiatives across regions, launching new customer engagement strategies that integrated customer feedback, resulting in a 25% increase in NPS.• Build strong, collaborative relationships with product, engineering, and analytics teams. Ideate and lead projects that align CX initiatives with business strategies, continuously optimizing service delivery and reduce operational inefficiencies, resulting in 20% improvement in FCR rates.• Act as the Voice of Customer, championing initiatives that improve customer satisfaction and loyalty.Influence future projects and policies to ensure they align with customer needs and expectations.
Education
Visvesvaraya Technological University
Bachelor of Engineering - BE
2007 — 2011
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