Vishal Bhad
Specialised in Agentic AI & Voice AI Solutions. | Tata Croma EX - boAt, Shaadi.com & Cimpress | Scaling Human + AI Synergy for Limitless Business Impact | Automation for Scalable CX & Support
- Role
- Assistant General Manager at Croma
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Vishal Bhad
Here is an uncomfortable number: Most of real estate developer are sitting on to…
Experience
Assistant General Manager
May 2022 — Present · Mumbai, IN
Spearheaded deployment of Agentforce AI and enterprise Voice AI across the contact centre — improved First Contact Resolution (FCR) by 20%, reduced SLA violations by 15%, and boosted overall agent productivity by 25%+, deflecting hundreds of thousands of contacts annually at lower cost– Built and owned real-time Power BI executive dashboards integrated with Salesforce CRM, delivering live visibility into AHT, CSAT, NPS, SLA, and agent productivity for senior leadership and C-suite stakeholders– Led full-cycle Salesforce CRM implementation across support and service functions — unified case management, escalation workflows, and customer history; integrated with Litmus (VoC) and IVR for seamless end-to-end journey continuity– Designed and deployed enterprise IVR + chatbot infrastructure, reducing average resolution time by 30% while improving CSAT — enabled the support organisation to absorb significant volume growth without proportional headcount increases
Education
University of Mumbai
Bachelor's degree
Skills
- Outsourcing
- Team Management
- Call Centers
- Service Delivery
- Vendor Management
- Performance Management
- Business Analysis
- Process Improvement
- Business Process Improvement
- Team Leadership
- Franchising
- Franchise Consulting
- Retail Marketing
- Retail
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