Tej Panesar Cmgr Cxad
Customer Experience Practitioner @Markerstudy Group Services Limited
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WORK HISTORY
Customer Experience Practitioner @Markerstudy Group Services Limited
Serving as a Subject Matter Expert (SME) on Customer Experience metrics, including Net Promoter Score (NPS) and Customer Effort Score (CES), to enhance the organization\'s understanding of customer feedback- Generating meaningful trend data analysis and insights to identify key themes affecting customer satisfaction and facilitating targeted improvement initiatives- Conducting extensive analysis of customer feedback, complaints data, and employee feedback to provide actionable recommendations that improve overall customer experience metrics- Collaborating with cross-functional teams to maintain and innovate survey question sets, actively improving survey response quality and quantity to generate more actionable insights- Utilizing storytelling techniques to present customer insights and key drivers of experience, effectively communicating complex data to stakeholders and fostering a customer-centric culture- Actively raising the profile of Customer Experience initiatives and ensuring alignment with FCA regulations while promoting best practices in compliance across the organization.
EDUCATION
Chartered Management Institute
Higher National Diploma, Management and Leadership
The CX Academy
Professional Diploma in CX, Customer Experience
ABOUT TEJ PANESAR CMGR CXAD
Dynamic and results-driven Certified Customer Experience Professional with over 10 years of demonstrated success in delivering exceptional customer service and significantly boosting customer satisfaction. My expertise lies in conducting, analyzing, and interpreting actionable insights from Voice of the Customer programs, which enables organisations to align their strategies with customer needs and preferences effectively.Key Competencies include:• –– : I possess a proven ability to oversee and optimize the entire customer experience, ensuring consistency and satisfaction at every touchpoint. By leveraging data-driven strategies, I work to identify pain points and enhance customer interactions, leading to increased loyalty and advocacy.• : I have effectively designed and executed customer-centric initiatives that resonate with target audiences, resulting in measurable improvements in customer engagement and retention rates. My approach includes collaboration with cross-functional teams to foster a culture of customer focus throughout the organization.• : Establishing and nurturing strong relationships with customers is at the core of my professional ethos. I excel at creating meaningful connections that not only meet customer expectations but often exceed them, transforming one-time clients into long-term advocates for the brand.• : My analytical skills enable me to assess and improve customer experience metrics systematically. By utilizing customer feedback and insights, I implement targeted process enhancements that ensure a seamless and enjoyable customer experience, contributing to heightened brand loyalty.Professional Development:• Chartered Management Institute (CMI) Level 5 Apprenticeship in Leadership and ManagementThis rigorous program has equipped me with essential leadership skills and management principles, preparing me to lead teams effectively and drive organizational success.• Professional Diploma (Distinction) in Customer Experience from The CX AcademyAchieving a distinction in this program reflects my commitment to mastering the principles of customer experience and applying them effectively within a corporate setting.
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