Tanush Krishna

About Tanush Krishna

Customer Experience UX Design EnthusiastWith over 7 years of experience in Support, I’m passionate about understanding people’s needs and finding simple solutions that really make a difference. My goal is to create great experiences for customers by improving chat support, ensuring fast responses, and solving issues with the best quality.I lead a team where we work together to improve service quality, manage schedules, and find better ways to make interactions smoother. I’m always learning how customers use our products, services, and team, to make sure every part of their journey feels important.What makes me different is my mix of customer support experience and a strong interest in UX design. This helps me understand how users think and find solutions that really connect with them. I focus on meeting user expectations and creating experiences that make them feel valued and supported. Let’s connect and share ideas to improve experiences!

Experience

1. Lead Customer Experience Specialist

   NEWME

   Sep 2023 — Present · Bengaluru, IN

   Chat BOT Revamp: Spearheaded the revamp of the chat BOT, enhancing customer interaction and improving response accuracy.PIP Program Implementation: Successfully implemented a Performance Improvement Plan (PIP) program to address underperformance and elevate team productivity.Design Team Collaboration: Collaborated closely with the design team, contributing to prototype development for more informed ideas and suggestions.Data Accuracy: Consistently provided accurate and timely data to management, supporting strategic decision-making processes.Team Mentorship: Mentored team members to elevate service quality and boost Customer Satisfaction (CSAT) scores.Low Star Analysis: Implemented a systematic low star analysis to identify and address recurring issues, improving overall customer experience.Quality Audits: Conducted regular quality audits to ensure adherence to standards and maintain service excellence.Cross-Department Collaboration: Worked collaboratively with other departments to clarify processes and resolve any operational queries.Bug/Glitch Reporting: Reported system bugs and glitches to the tech team, ensuring prompt resolution and minimal disruption to services.Rostering & Scheduling: Efficiently managed the rostering of agents, optimising schedules to enhance operational efficiency. Training Programs: Developed and conducted targeted training programs to upskill team members and align them with evolving business needs.FAQ Updates: Added and regularly updated FAQs on the app and website to provide customers with timely and accurate self-service options.