Associate Director, Client Delight

Top Management

•15 + years of experience in SaaS, Social Media Listening, Content
Management & Marketing, Managed Services, Recruitment & Hiring, Operations management for Customer Service/ Acquisition for contact centres both in Voice and Social Media led environment
Strong exposure in managing teams, mentoring and coaching team
members to deliver consistent performance and leverage, implement
best practices across segments, New hire onboarding & training,
refresher training, process mapping , documentation of process
manuals.
Driven various Employee Engagement programs
•Expertise in "Process Transitions", have managed multiple
transitions of process within DFS teams (Austin to India)
successfully.
•Developed brand existence across varied social media platforms
•Proactively identified process gaps & implementing change, have
contributed innovative ideas on tool & process enhancements.
•Leading Operations for Fortune 500 brands by using tools like
Social-CRM (Salesforce) to engage with their customers and executing service delivery with Social Media Metrics and by leading
a team to deliver Social Effectiveness Index ranking for Fortune 500
brands
•Liaise with Teams to execute projects, basis client needs and
delivery feedback and build best in class engagement model for the clients
•Projects: Microsoft, Tata Docomo (Customer Acquisition) and many
other Industry based POCs,Social Intelligence report for Pernod
Ricard
•Experienced in training in Leadership offerings, Soft skills training,
Communication training etc and in financial processes, Order
processing, technical support domain
•Sustaining frame work (BQ management, Vitality Training,
XYCN, Driving contests for achieving business goals, Process
Improvements, Analysis of Trends of key metrics etc.)

Area, India

Empowering Sprinklr customers to improve their end-customers- digital
experiences and achieve business objectives through the adoption of Sprinklr
product


Developing a deep understanding of customer needs and be able to tie
them to specific Sprinklr use cases, product features, benefits, and value
propositions


Understanding Customer's current Sprinklr implementation and ensure
maximization of business value realized by the customer through consultative
support, training and configuration optimization


Be a customer advocate within Sprinklr providing feedback to engineering
teams to develop / identify new features & products


Augmented renewal rates, drive adoption, improve customer satisfaction, and cultivate Sprinklr advocates to generate new business


Served as the internal voice of the customer and advocate for your clients-
needs (services, support, product management, executive alignment)


Calculated risk forecasts based on product adoption; close renewal, upsell,
and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives - while achieving targeted renewal rate


Identified opportunities for customer references and case studies

•Lead the Social Listening efforts across the verticals of Cosmetics brands,
Spirits Industry, Tech Industry, Banking & other domains & provide crisp
actionable insights after analyzing Listening Engine data (Sprinklr)
•Lead global 24x7 operations for Managed Services team while handling over
5 Global clients across varied geographies- InDepth knowledge of Sprinklr
Modules- Social Core, Social Listening, Social Benchmarking, Reporting & Content Marketing
•Recruit, mentor, and retain experts for the associates & consultants managed
services operations teams
•Drive collaboration, learning and process improvement in the Managed
Services Operations team
•Drive continuous process improvement to scale Managed offerings, reduce
variability, and increase margin
•Collaborate with Product team, Support Team, Managed technology team
and the broader Products organization to improve Managed offerings and contribute to the software learning process for social media technology
solutions
•Interface with key customers/prospects on service strategy and service issues
•Lead consultant & analyst team and collaborate with the onsite Intelligence
teams to drive new threat intelligence playbooks, key product/feature
development needs & other intelligence needs
•Key SPOC for employee engagement activities for the organization
•Key player in hiring diversified talent for the organization, right from sourcing
to hiring to onboarding the members to the organization

Business Operations Manager

Expert in Social Media Listening (Sprinklr) to provide analytics, actionable
insights and in depth reports on business performance, key attention areas
etc.
Ensure seamless content integration and publishing of product & service
specific content across brand social media channels
Work on creatives that would match the content and coordinate with the creative team in explaining the creative brief
Create and enhance the brand existence across varied social media platforms
ranging across Facebook, Twitter, Pinterest, Google+, Tumblr etc. by ensuring
engaging content is published across the platforms on a consistent basis
Lead and manage various projects on content marketing across different social
media platforms
Provide actionable insights from the data of the Listening Center


Vibaantta, Qsufficit, FluidAgainIT Solutions, Planet Baby Trading

Advisor

•Leading a team of Social Intelligence/Digital Marketing/Customer Service
operations (Recruitment, Training, Transition & Delivery) in order to strategic
marketing plans in social media for clients through market intelligence,
competitive analysis, customer engagement and business planning
•Develop best in class social media marketing programs and creating
benchmarks, automation, analytics/metrics and policies
• Understanding functionalities and tools pertaining to social media listening,
monitoring & marketing
• Spearheading social media customer acquisition and retention opportunities
• Effectively and proactively following up with internal/external clients, team
members, vendors/partners to ensure successful project execution. Leading
Social Media Digital Marketing initiatives to ensure better reach, relevance & resonance
• Have Assistant Managers and Team leads reporting to me in the current role
• Developing Online/Social Customer Service workflow process/SOPs and performance metrics to promote customer engagement, retention, and loyalty
with brand's customers in the online/social space.
• Developed metrics on social customer service. Tracking of measurable KPIs
on Social Customer Service for the team
• Partnering with cross-functional teams to develop best practices and adherence by team and also with Brand's support, content, and community
leadership in identifying and defining new social media policies and procedures to improve efficiency and effectiveness of the customer success
offering.
• Establish measurable online/social customer service practices, including
social voice of the customer reporting, to reduce revenue inhibitors.

Manager Social CRM for Social Media Team

• Handled a team of L2/SME/Resolution Specialist(Group Leads) and a specialized process named Handle in Place(Cross functional team which handles Technical and Customer Care queries)
• Analyse trends/ data on business metrics to suggest improvements etc.
• Managed the operations to agreed SLAs and quality standards.
• Develop and report a set of process and quality metrics to the customers
of the Bangalore site to enable process transparency and ensure effective
dialogue between US and Bangalore to maintain the agreed SLAs.
• Managed a staff of up to 18 members, providing effective leadership
and ensuring each staff member has goals and objectives and effective
performance management environment.
• Facilitated a career development and training environment to allow staff to develop and growth with Dell.
• Developed a mechanism to review and update the controls environment,
including process and policy documentation and metrics reporting
• Had fortnightly/monthly 1*1 with the members of the team to discuss process
performance.
• Had an IDP discussion on a quarterly basis to discuss Development plans.
• Recognized & rewarded top performers in the team.
• Performance management of the BQ performers in team.
• Managed attrition & handle disciplinary issues in the team
• Leveraged experience / expertise in process to optimize gains / benefits in other regions / process.
• Provided business summary data to area manager for Management Review
Meetings
• Monthly review of both people & process performance.
• Business review with Senior Managers/Executive team & partners.
• Mentoring process improvement projects undertaken by B1 (Project Mentor for BLAZE group for AON improvement)
• Identify process improvements projects & implementation of the same.
• Ran a project named THRIVE, to develop people managers from potential
talent

Operations Team and RS manager

•Part of the Performance Improvement Group, under the branch of CE
(Customer Experience) Team. Aligned with "Operations" to a segment within
DIS (Dell Financial Services). Coaching, providing feedback and motivating
agents to achieve optimal performance, also providing feedback to leadership as needed.
•Regular Call auditing and scoring of Representatives to ensure performance
expectations are met, as per the requirements on CE Audit Form. Providing
timely feedback, to see developmental change in interaction with the Customer. Customer service, soft-skills, cultural training and upgrading
skill sets meeting the required target (CE, Comsat , XPR and Quality model Scores)
•Handled Customer escalations, Circulated Green Alert/Rave mails/ CommSat
Improvisation mailers across the floor.
•Compiling performance data on intranet pub for shared access by managers.
Collating Team's and Segment's data for reporting purposes (on Excel and PowerPoint formats).
•Preparing reports for analysis (identification of areas of strengths and weaknesses) for one-on-ones with immediate Manager, round-table meetings
with "Operations" and conference calls with US counterparts.
•Accountable for "Customer Satisfaction E-Survey" results (C-Sat Scores);
scrutinizing Team's data, recommending Plans of Action to higher
management and implementing it with Representatives.
•Conceiving Tailor-made Action Plans, Remedies and Coaching Techniques
suitable as per individual case studies. Including follow-ups to monitor
stagnancy/increase/decrease in their deliverables.
•Certifying New Representatives after completion of Training to determine their
shift onto "live" calls.
•"Calibration Calls" with USA-counterparts to ensure Audit scoring mechanism
is unbiased and consistent•Conducted Trainings on Behavioral Skills/
Communication skills/ Financial process changes, handled training batches with a strength of 25members.

Customer Experieince Coach/Team Leader

Find out detailed information about Aayantika Choudhury, Associate Director, Client Delight in ANANTHAPURA, YELAHANKA, KA

Aayantika Choudhury: Associate Director, Client Delight in ANANTHAPURA, YELAHANKA, KA

Aayantika Choudhury