● Map the customer journey and identify opportunities to proactively improve the
customer's experience with the business
● Develop listening points in the customer journey, define segmentation of customer
base and varying strategies, and identify opportunities for improvement of existing
services, introduction of new services, and scaling of all operations
● Monitor, Evaluate & Improve Net Promoter Score (NPS), Customer Satisfaction
(CSAT), Customer Churn Rate, and Customer Retention
● Experienced in building dashboard, queries & automation on Zendesk
● Create & Maintain customer experience team scorecard & Process metric
scorecard
● Workforce management planning experience
● End to End data management for the customer experience process
● Optimize business costs and processes
Requirement - Candidates with MIS background & workforce management. Experience i
Zendesk will be add on
Shubham Vishwakarma
Full Stack Developer - Averlon
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Full Stack Developer - Averlon