Vaishali Thakkar

About Vaishali Thakkar

20+ years of Customer Service Management, service delivery and enhancing post sales experience - Lifecycle Management: Multi channel customer interaction from walkin to sale till handover- Experience in leading Customer Service function and service delivery for Retail stores, Ecommerce, Handling central services with voice and non voice operations, field service for product delivery, installation and warranty claims, Logistics- Conceptualise and execute processes, enhancements, with automation and mobility support for customer delight. Designed and implemented the omni-channel model for seamless customer experience- Plan and track schedules and timelines for execution of operational plans- Anticipate problems and respond in timely manner- Set benchmarks on critical areas to achieve month on month improvements- Direct and monitor execution of customer enhancement programs & improvise last mile customer interface- Designed and launched latest CRM technologies leading to efficiency in handling customers, optimisation of resources- Successfully ran insights driven campaigns with impressive ROI and NPS improvement Program.

Experience

1. Customer Experience Value Added Services

   Croma

   Jul 2022 — Present · Mumbai, IN

Education

• Indira Gandhi National Open University

  Master’s Degree, Computer Application

  2003 — 2006

Skills

• Customer Lifecycle Management
• Customer Engagement
• Vendor Management
• Service Delivery
• Business Analysis
• Crm
• Retail
• Business Development
• Microsoft Office
• Management Information Systems (Mis)
• Team Management
• Proactive Monitoring
• Service Delivery Optimization
• Inventory Management
• Requirements Analysis
• Customer Satisfaction
• Customer Retention
• Customer Service
• Management