Customer Experience (CX) Leader 

A thought leader with 17 years of cross industry experience. With focus on the customer and ever evolving technology, I have led successful business transformations of global processes and enterprise applications across Marketing, Sales, Service and Support.  

Why Customer Experience ? 

In today's world Customer satisfaction and experience is everything. Whether it is while buying or simply asking for help and support with your products. Better the convenience and experience, the better are your chances of selling, up-selling, cross-selling, retaining and even expanding your customer base. While Omni channel experience is very important it is also important to keep the operations cost down and improve efficiencies by utilizing innovative / cutting edge technology, thought leadership and by keeping your workforce up to date with best in class training. 

Business Transformations 

Cummins

A complete business transformation of Marketing and Sales (Lead2Cash), Contact Centers (CARE),  and Warranty processing. 

Volvo AB

Business Transformation of global Dealer channel sales across business units and building a customer 360 across Marketing, sales service and customer CARE, for an overall customer experience and satisfaction

Telstra

A complete transformation of Telstra's sales and Customer support business processes, enabled by best in class  technology. Complete suite of business capabilities to serve their customers with CRM - Contact Center / Sales (Lead2Cash) and Service.

Citigroup

Some of the first contact centers across the world to utilize CRM and CTI/IVR technologies to provide world class customer experience and improve efficiencies. 

Marketing and Sales IT Leader 

Duration: 4 years
  • Enabled digital transformation of both marketing and sales functions by standardization of global processes and automation of Lead To Cash process across all business units on single instance of Salesforce sales cloud.  
  • Responsible for managing the complete marketing and sales application portfolio of Cummins. 
  • Rolled out global cross BU sales application on Salesforce Sales cloud Lightning that has completely transformed sales operations resulting in increased revenue, higher margins and improved efficiency of sales people, which in turn meant sales people having more customer face time and customer satisfaction. This also resulted in $13M in annual savings due to improved efficiencies.
  • Managing direct budgets of $4M+ (Sales Cloud) and indirect budget of $30M+ (CPQ and CLM) 
  • Implemented Marketing Automation (Eloqua), Sales Automation (SF.com / Sales Cloud Lightning), Configure Price Quoting (Salesforce CPQ) and Contract Life Cycle Management (Apptus CLM) on a single platform to provide Cummins with a complete Lead to Cash process automation.
  • Lead2Cash Process Automation 
  • Strategy & Capability Roadmap
  • Customer 360
  • Actionable KPI and Analytics 
  • Global-Process standardization 
  • Channel Management
StrategyProcess StandardizationLead To Cash  Program ManagementBudget ManagementVendor ManagementSalesMarketing SalesforceMaster Data ServicesAI Driven AnalyticsActionable KPI

CRM Solution Leader

Duration: 3 years
  • Implemented Global Customer CARE contact centers across 15+ countries 
  • Integrated Order Management capabilities from within the CRM application for improved efficiencies and real time status checks 
  • Established standardized business processes resulting in  designs changes of the application to reduce clicks and overall system performance to improve the efficiency of contact center agents. 
  • Improved system uptime to 99% to provide 24*7 support for our customers 
  • Improved customer experience and support representative efficiencies by   implementing an integrated Knowledge Management solution within CRM. This provided the Agents with easy access to solutions. Also enabled self serve capabilities for our customers. 
  • Implemented global Warranty system to enable adjudication of Engine and Genset warranty. 
  • Customer CARE / Support 
  • Customer 360
  • Knowledge Management 
  • Actionable KPIs & Analytics 
  • Warranty Management 
StrategyProcess StandardizationProgram Management Budget ManagementVendor ManagementSalesMarketing  SiebelMaster Data ServicesActionable KPIsAnalytics Warranty Management

CRM Solution Leader

Duration: 4 years
  • Increased the prospect pipeline for the dealer channel by integrating and augmenting fleets data from POLK, Fleetseek and D&B. 
  • Implemented a contact center on top of the Customer data hub to provide outbound calling and refine the list of prospective buyers. Resulting in 30-40% efficiency gains for the sales people getting only warm leads with probability score.  
  • Standardized the Global dealer channel sales processes and implemented global enterprise application to manage Customer relationship and pipeline across Truck, Bus and Construction equipment businesses.  
  • Implemented actionable KPIs and other BI / Analytics reporting solution with regional views into sales territories and sales activities 
  • Integrated CRM data with telematics - connected truck data to provide one click plotting of telematics data on Google Earth. Including customer's fleets location, condition and nearest dealer location. 
  • Enabled plotting of sales data on Google Earth to visually see which geographic regions required attention and volume of business by region by population of the region. 
  • Dealer Channel Sales 
  • Customer 360
  • Customer Data Hub 
  • Actionable KPIs & Analytics 
  • Customer Support & Contact Center 
  • Lead Generation
  • Geographic data mapping - Google Earth 
StrategyProgram ManagementBudget Management Vendor ManagementSalesMarketing Siebel Master Data ServicesAnalyticsLead GenerationD&B AgileItrative

Consultant

Duration: 2 years
  • Implemented the Contact center and Sales application for Telstra Australia as per the standardized processes.  
  • One of the biggest digital transformation projects in Australia, which included 160+ business process integrations. 
  • Automated sales and support processes including provisioning and billing 
  • Product suggestion to enable cross sell and up sell opportunity
  • Implemented Customer 360 and CRM capabilities to manage customer relationships and related Service Requests. 
  • Customer 360
  • Customer Support & Contact Center 
  • 160+ Business Process Integrations 
Program ManagementSalesContact Center SiebelData MigartionAnalyticsLead Generation

Consultant

Duration: 1 year
  • Complete business transformation enabled by best in class CRM application for managing Customer contracts, contract renewals and pipeline information 
  • Complete digital transformation of the contracts management and Sales operations 
  • Major Data cleaning, duplication and migration effort 
  • Implemented Customer 360 and CRM capabilities to manage customer relationships and related contracts. 
  • Customer 360
  • Data Deduplication
  • Contract Life Cycle 
Program ManagementSalesContract Management SiebelData MigartionAnalyticsLead Generation

Consultant

Duration: 2 year
  • Supported several contact centers across Europe (Belgium, Spain etc).  
  • Supported major interfaces to process Credit card processing and back office transactions
  • Major Data cleaning, duplication and migration effort 
  • Implemented Customer 360 and CRM capabilities to manage customer relationships and related Service Requests. 
  • Customer 360
  • Data De-duplication
  • Contact Center
SalesContact CenterSiebel Data MigartionAnalytics

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