Nelson Rodrigues

nelson rodrigues Anita nagar bldg. no 8, flt 105, akurli rd, Kandivali east / C:- /- Customer service manager Strong leader who consistently takes the most challenging projects, builds exceptional teams, and drives significant ROI. Always learning & implementing Areas of expertise include: Workforce planning Continuous improvement Team management Data analytics skills Quality assurance Models development Outcome strategy Creative Workflows Conflict resolution Customer expectations fulfillment Resource development Team building/Training PROFESSIONAL EXPERIENCE Bigtree Entertainment Pvt ltd (Bookmyshow)2007 – Present Sr. Customer Service Manager Started from the Team leader position Devised creative solutions for the reduction of grievance. For revenue building proposed/implemented credit voucher solution of failed payment transactions Identification of training needs by advisor profile trend line (Inconstant/Dip/Rise) Introduced one call FCR for non voice process Optimized heavy flow with the creative solutions. Eg. IVR Help/Online solutions/Templates etc. Created Workflows for VOC Increased CSAT & Retention Created workflow to capture customer insight post implemented in the system for improvement Currently working on Knowledge management to create learning across all channels Improved the product with the PM by providing functions Built In house One platform system Deconstructed complex problems, then implemented solutions Connecting Management vision/Mission to actionable tasks Evaluated new technologies for delivering customer experience Mentored the team to look at problem at broader level with all possible filters education & training Higher secondary education (2002) Certified expert for Freshworks Master of Excel Currently learning Mental Models