Sovit Tiwari
Head of Department at Aussizz Group
Based in Ahmedabad, India
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Seniority
Director
Department
Education
Location
Ahmedabad
Industry
Education
Company size
564
Contact information
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s•••••••@aussizzgroup.com
Phone
5 credits+91 ••• •••• ••••
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Background
About Sovit Tiwari
About * I Transform Customer Experience, driving significant customer service and contact center improvements, Digital & Social Media transformation & CRM best practices- Deep practical experience on customer service & contact centers.* A hands on leader, I always inspire my teams to deliver great customer experience by going extra mile.*I've led multiple contact center improvements in voice, digital & social media innovation in Banking, Telecom, BFSI, Insurance domains, reducing the cost whilst improving operations & Sales performance, as well as driving the CX improvement programme for the employees to ensuring right CX culture is developed.*I always think like a customer, but also about what employee needs ( CX & EX) considering the needs from both the sides HOW I add values Define & Lead CX transformation strategy. improve contact center, customer service & Sales operation,Vendor Management for outsourced partners. transform digital and Social contact channels. improvement in self service solutions. Keen to know the solutions of problem to meet the customer expectations. Accomplishment * Awarded with Hawck eye in banking in order to save the huge amount of money for one of the customer, along with twice have awarded with GEM award for the best customer service provided at PAN India level * Twice awarded for the Best employee of the year.* Awarded as " Best Manager category" on improvement in NPS by 25% and reduced the attrition from 17% to 9%* Master mind awarded for the creating a standout leader in global travel market where 99% of our customers that they will book again from the same portal Leading * Customer Service, Contact Center operations.* Customer experience transformation.* CRM implementation & Design.* Vendor Management.* BPO, Outsourcing * CSAT, NPS improvement * Process re-engineering based on customer feedback *Creating a better workplace by developing the EX culture * Managed outsourced contact center as business manager to ensure smooth functioning the line of business with contracted agreement like SLA, CSAT, Response and resolution time.* Developing sales and revenue generation for top global travel brand Make my Trip and go ibibo
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