Sunaina Sahgal
Enterprise Service Head- North East - Cust Life Cycle Management I CXX I B2B I B2C I Digitalisation I Partner Management I BPO
- Role
- Enterprise Service Head - Mumbai at Vodafone Idea Limited
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Sunaina Sahgal
I lead customer experience and service transformation at scale—building operations that…
Experience
Enterprise Service Head - Mumbai
Jul 2020 — Present · Mumbai, IN
Define and execute strategic initiatives for service & collections to enhance competitive position in the region.• Deliver the best in class customer experience, to drive net promoter score and CSAT index across segments.• Design and Implement a plan to improve customer experience based on retention, customer VOC, SLA compliance, RNPS etc. • Drive cost optimization via digital aided channels, Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve. • Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.• Define & agree on SLAs for partner agency.• Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes, potential capacity & performance issues. • Revenue enhancement through service led upsell/ cross-sell measures & campaigns• Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. To proactively & reactively ring fence the customer base.• Engage with C- levels, to enhance revenue by creating stickiness through various CVM campaigns• To ensure teams are motivated to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organization’s vision & objectives. • Manage the financial aspects by ensuring all contracted services are billed accurately and as per the contracted frequency, and that any issues preventing payment of invoices are resolved in a timely manner• Responsible to ensure automated processes run smoothly, support partner with cross functional team coordination
Education
All Saints College, Nainital
High School..I.C.S.E
Delhi University, Hindu college
Bachelor of Arts (B.A.)
Skills
- Telecommunications
- Key Account Management
- Management
- Business Development
- Leadership
- Customer Service
- Vendor Management
- Operations Management
- Performance Management
- Strategy
- Service Delivery
- Customer Satisfaction
- Business Strategy
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