Lavannya Raajendran

Customer Care Operations Specialist with experience developing realistic solutions to assure satisfactory consumer and customer experiences. Proficiency in Business English. Committed to resolving problems and maintaining accurate metrics and reports.

• Implement customer experience and Retention improvements for 13 Locations (PAN India) Root out inefficiencies, incorrect procedures, and detrimental practices to turn around falling customer base at all locations and have worked on data analyses with regards to customer retention, managing the most complex customer complaints with RCA in collaboration with the relevant Branches.
• Developed strategies for Customer Retention with relevant KPI for customer issues and End to end Complaint Response and Resolution methods, to liberate strategic objectives by responding in 2hrs and resolving in 24 Hrs.
• Awarded “Star Performer” for demonstrating tremendous innovation to improve and achieve process efficiencies for propelling C-Sat score to 82% and successful implementation of 5S Concepts for Operations - (Aviva WNS)
• Received “Spontaneous Award” for Kaizen Project, for leadership and assistance throughout, going extra mile to ensure the customer information is protected (DPA) (2010-2012).
• SPOC and Pivotal in Auditing team dossiers and developing Work Instructions Manuals and Process Manuals for ISO 9001: 2008 Quality Management Systems.

• Kaizen - Project to avoid any breach in security of the insurance policy details wherein protecting customer's information from unauthorized access, use or disclosure which is Critical to Quality.
• INFOSEC - SPOC for Confidentiality and Non-Disclosure agreements with Employees.
• CBT - SPOC for Risk Management, ensure computer-based training ("CBT") programs for sector for specific privacy regulation (Voice and Non-Voice) to educate employees on their obligations towards privacy.
• PCI - DSS - SPOC for achieving compliance with the Payment Card Industry Data Security Standard v1.1 ("PCI DSS") across the enterprise to ensure that appropriate security measures are implemented to protect cardholder data accessed by the team.

• Successfully piloted and managing Customer Retention Project for branches in South India phase by phase increasing the branches to North and other parts spanning over 200 Branches.
• Streamlining the complaint process across all branches in order to make it efficient and deliver effective Customer Complaint Management.
• Improve Relationship with Customers to promote Contact Centre to increase incoming calls and emails, Optimizing and improving Contact Centre Operations and Best practice sharing between the branches was initiated with process mapping, Cause and effect analysis.
• Attune Customer Service protocols for different types of issues like Services Issues, Quality Issues and identified numerous areas of improvement with Action Plans for the Branches for Client Retention Project
• Client Retention project completed with integrated analysis of 2 years data to analyze process failures and create work instruction manuals to improve customer sustenance and decrease terminations.
• CVC - Voice of the Customer: Summarize and provide critical analysis to top customer issues to be improved on a Monthly review cycles.
• End to end Complaint Response and Resolution methods, to liberate strategic objectives by responding in 2hrs and resolving in 24 Hrs., this being the Country priority (AOP – Annual Operating Procedure Plans)
• Manage; Execute and Monitor CVC Survey and Customer Retention Project for country.