Bio Professional Background:Consumer Experience Management professional with fifteen plus years of diverse experience and proven expertise in the arena of Market Research, Data Modeling, Consumer Insights, Customer Service Operations, Customer Relationship Management, Customer Experience Management, Customer Dissat Management, Customer Intelligence, Process Re-engineering and Service Quality.

Proficient at designing and executing processes and practices across business operations to build the requisite performance standards on operational excellence.  Coach and build teams with desired capabilities to drive results in a fast-paced and continually changing environment. Successful in developing, implementing and executing strategic plans, formulating operational initiatives, to achieve world-class customer experience. Employs a deliberate and systematic approach to build strategic levers using Customer Intelligence to create more meaningful and satisfying interaction with customers. A strong trajectory in designing, managing and maintaining research models and framework for strategic measures on Sales, Distribution, Marketing, Customer, Brand, Employee and Partner with the objective of translating consumer insights into actionable business strategies that deliver breakthrough innovation, competitive advantage, superior customer and brand experience and growth in profitability. Areas of Expertise:1.    Designing & Operationalizing Customer Behavior Intelligence based Service Models2.    Customer Segmentation & Modeling3.    CEM & Customer Behavior Analytics4.    Dissatisfaction Management5.    Market Research6.    Research Data Mining & Data Modeling 7.    Research Analytics & Insights8.    Competitive Intelligence9.    Service Quality Management10. Customer Service Operations11. Call Center Management12. Strategic Operations Execution Current Profile:Measuring, understanding and supporting the performance of customer experience across all points of customer interaction. The focus areas being Customer Experience Measurement, Brand Experience Measurement, Retail Experience Measurement, Operational Compliance Audits, SLA Adherence on Timing & Speed of Service Delivery, Uptime of all Service Platforms & Applications, Competition Benchmarking and Retail & Merchandising Inspections.