Tushar Sharma

About Tushar Sharma

With over a decade of experience in customer experience and digital transformation, I\'ve…

Experience

1. Regional Customer Experience Manager

   HDFC Bank

   May 2022 — Present · Mumbai, IN

   Geographic Operations Management: Oversaw operations across Rajasthan, Chhattisgarh, and Madhya Pradesh, effectively managing over 900branches and ensuring optimal performance.•Customer Sentiment Analysis and Strategy Development: Skilled in utilizing NPS parameters to evaluate customer sentiment, categorize respondents,and translate data into effective strategies for improving overall customer experience.•Escalation and Customer Satisfaction: Championed customer escalation management, conducted thorough Root Cause Analysis (RCA), andspearheaded initiatives to reduce escalations, while institutionalizing the Customer Smile Award program.•Data Analysis and Governance: Administered escalation management and governance, developed exception dashboards, and diligently monitored keyComplaints KPIs to enhance service quality.•Trend Analysis and Strategic Intervention: Analyzed recurring and emerging trends in customer experience, ensuring timely intervention and strictadherence to Service Level Agreements (SLAs).•Cross-Functional Coordination: Collaborated with cross-functional teams for Consequence Action Tracking, identifying root causes, and addressingpersonnel-related issues to improve overall customer experience.•Performance Monitoring and Compliance: Managed the regional issuance of caution memos and monitored performance-linked pay deductions,ensuring compliance with organizational standards.•Customer Experience Leadership: Led day-to-day customer experience operations, efficiently resolving issues and managing escalations, and drivingthe Customer Smile Award and Service Championship initiatives across various regions.•NPS Survey Design and Analysis: Proficient in designing and implementing Net Promoter Score (NPS) surveys and analyzing customer feedback todrive actionable insights for enhancing customer satisfaction and loyalty.

Education

• Project Management Institute

  Pmp, Project Management

• Indian School of Business

  ExeED, Business Story Telling And Executive Presence

• University of Rajasthan

  Bachelor's degree, Biotechnology

  2005 — 2008

• Bishop Jhonson School and College

  Physics

  2003 — 2005

• Savitribai Phule Pune University

  M.M.M, Marketing

  2009 — 2011

Skills

• Logistics
• Operations Management
• Transportation
• Negotiation
• Business Strategy