Stella Thomas

About Stella Thomas

A results-driven leader with over 22 years of experience in customer experience, operational transformation, and strategic leadership across the telecommunications and automotive industries. I thrive on driving customer-centric strategies, optimizing processes, and leading high-performing teams to exceed business objectives.Currently serving as Head of Customer Experience & Quality at Popular Vehicles & Services Ltd, I oversee customer satisfaction across 18 showrooms, 78 service centers, and multiple verticals. My focus is on elevating customer interactions, leading CRM implementations, digital transformation, and leveraging insights to enhance service efficiency and revenue growth. Key Expertise: Customer Experience & Retention Strategies Contact Center Operations & Sales Growth Process Optimization & Digital Transformation Strategic Planning & Business Development Leadership, Team Development & Vendor ManagementPreviously, as AGM - Call Centre Operations at Vodafone Idea, I led a 350-member team, revamped retention strategies, drove revenue through upselling and cross-selling, and ensured top-tier service delivery. I played a key role in CRM project rollouts, automation, and quality performance improvements, significantly impacting business KPIs.I am passionate about customer excellence, innovation, and developing agile teams that drive business success. If you\'re looking to connect, collaborate, or explore new ideas in customer experience transformation, feel free to reach out! Let’s connect! – linkedin.com/in/stella-thomas

Experience

1. Deputy General Manager & Head - Customer Experience and Quality

   Popular Vehicles & Services Ltd

   Mar 2023 — Present · Kochi, IN

   A seasoned leader with 22+ years of experience in Customer Excellence, Operational Transformation, and Strategic Leadership across the Telecommunications and Automotive sectors. Adept at leveraging digital transformation, data analytics, and process optimization to enhance business efficiency, customer satisfaction, and revenue growth.Currently serving as Head – Customer Experience and Quality at Popular Vehicles and Services Ltd, overseeing customer journey enhancements, CRM implementations, and service excellence across 100+ showrooms and workshops. Previously held senior roles at Vodafone Idea Ltd, Tata Teleservices, Reliance Communications, and MTS India, driving call center operations, customer retention, and revenue optimization at scale. Core Expertise: Leadership & Team Development Customer Experience & Retention Strategic Planning & Execution Digital Transformation & CRM Implementation Revenue Growth & Cost Optimization Vendor & Stakeholder Management Process Optimization & ComplianceA proactive strategist and motivator, passionate about delivering business excellence and customer delight through innovation, collaboration, and data-driven decision-making. Let\'s connect: j••••••••@gmail.com

Education

• Avila Convent - Coimbatore

  High School/Secondary Diplomas and Certificates

  1985 — 1999

• Annamalai University

  Bachelor of Science (BSc), Clinical Psychology

  2003 — 2006

Skills

• Management
• Microsoft Excel
• Business Development
• Crm
• Vendor Management
• Telecommunications
• Team Management
• Microsoft Office
• Sales
• Customer Service
• Mis
• Service Delivery