Swapnil Bora

Background

About Swapnil Bora

An experienced customer service professional with over 10 years of project management experience. Throughout my career, I have developed a deep understanding of customer needs, preferences and have successfully led cross-functional teams to deliver projects that improve customer experiences. My expertise lies in customer experience design, including journey mapping, persona development, and user experience (UX) research. I am skilled in identifying customer pain points and developing strategies to improve customer satisfaction and loyalty. I have a proven track record of implementing customer experience initiatives, such as voice of customer (VOC) programs, customer feedback mechanisms, and service improvement plans. I am proficient in utilizing customer relationship management (CRM) software, such as Salesforce, Microsoft and Oracle, to track customer interactions, monitor customer satisfaction, and manage customer data. My project management experience has enabled me to define project goals, manage timelines, and deliver projects on a timely basis. I have a strong ability to manage cross-functional teams, foster collaboration, and communicate effectively with stakeholders. At the core of my work is a passion for driving customer-centric culture, promoting customer empathy, and aligning business strategies with customer needs. I believe that by placing the customer at the center of everything we do, we can create meaningful experiences that drive customer loyalty and business growth.