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Current company Bridgeloyalty Customer Experience Management Llp
Market Research · 29 employees · Mumbai, Maharashtra, India
Rohit is a specialist in service experience management with well-rounded business orientation. Gaining master’s degree in marketing and work experience of more than two decades with leading MNC’s in the Banking, Telecom, ITES space; he carries wealth of experience in understanding customer needs and serving them well – be it sales or service. His rich experience is varied and encompasses managing- Net Promotor Score (NPS), CSAT, and Consumer Surveys- Managing access channels - Call centers (Inbound, Outbound, email, webchat, letters)- Complaint management including escalated, Regulatory & legal - End to end Customer life cycle management; Churn and retention management - Operations Management – Transactions processing - Revenue enhancement – Telesales, Field sales, cross-sell and upsell - Training, performance metric’s and improvement - Quality assurance, audits and Compliance. He likes solving business problems and assists clients in strengthening their customer experience management processes, for that extra edge. Team: BridgeLoyalty is well supported by talented and experienced people, with common work philosophy to deliver value to the clients and end consumers. The team members primarily come with collective 100 years of experience in the service industry, with domain specializations and have worked with large MNC’s and reputed brands like – Citibank, Standard Chartered Bank, Airtel, Vodafone, HUL, Accenture and Oracle. Strong team of senior advisers who have rich and extensive experience with many leading brands, at senior leadership levels with deep domain specialization and understanding of business functions.