Dravidian University

Customer Experience Thought Leader

New York, New York, United States

Medly is a full-service, digital pharmacy that offers free same-day prescription delivery. Combining dedicated customer service with two generations of pharmacy expertise, Medly works with providers and patients to personalize every aspect of the care journey.

Medly

Head of Patient Engagement

Assisted the Spotify Global Customer Experience org with adding additional layers of flexibility to existing staffing models at the onset of the COVID-19 pandemic.

Spotify

Independent Consultant

Spearheaded and launched Plated’s customer experience strategy. Ownership of customer experience excellence across the organization and throughout the customer journey lifecycle. Oversight of customer experience strategy and consumer journey touch points including customer relationship management, customer engagement, growth development, CRM communication, conversion, customer retention and research and analytics. Champion of the VOC internally through communication of customer experience insights throughout the organization.

-  Increased eNPS from -70 to +75 within the first 16 months through focus on building strong CX culture.

-  Increased CSAT from 88% to 97%  by strengthening CX infrastructure through refining hiring practices and building out leadership team, quality assurance, training and development programs.

-  Transformed a weak outsourcing program into a thriving outsource strategy that consistently hits and exceeds owned and operated performance.


-  Improved product quality scores 60% and reduced fulfillment accuracy defects by 20% through development and rollout of Voice of the Customer communication strategy.

-  Cultivated and fostered top performing, fast-growth employees that developed individual's talents and set up for success across other teams within the organization, including:  Engineering, Information Technology, Product, Marketing and User Experience.

-  Introduced proactive acquisition and retention channels. Leveraged data models to help inform proactive customer engagement campaigns that resulted in 32% drop in churn and 9% increase in new customer referrals.

Plated

Vice President Customer Experience

Responsible for all Ecosystem Operations at NY HQ as well as Outsource Operations in the Philippines and India. Oversight of all strategic and operational customer and ecosystem operations throughout organization and overseas.

-  Increased Recruiter engagement by 12% within the first 9 months.

-  Increased NPS scores from -14.4 to 18.6 within 6 months through overhaul of customer service approach.

-  Increased conversion by 23% within 3 months through development of retention strategy.

-  Increased B2B subscription renewal rate by 9% through remodeling of FitFinder (sourcing product) business line.

-  Increased job volume on TheLadders by 97% within 8 months and significant increase in premium subscription upgrades.

-  Improved production by 40% by engineering automation of various processes and expansion of overseas operations by 25%.

TheLadders

Director  Operations, Customer Experience & Enterprise Sales

Responsible for Dish Network Call Center Operations in Queens NY and management of 240 employees. Oversight of service and growth of the entire International Customer Base. Strategically collaborated with Corporate Initiatives, Programming/Marketing, Training, IT, Resource Planning & various other departments to build and continuously improve on the end customer experience.

-  Successfully created & launched Dish Network's International Programming Over-the-Top (OTT) service "DISH World" (now called Sling TV) call center customer service platform. Helped grow the customer base from 5K customers to 81K customers within 2 years.

-  Reduced call transfers by 65% through creation and execution of universal CSR concept within Queens CSC.

-  Increased international growth and customer base by 7% through development of customer acquisition promotional strategy and execution.

Dish Network

General Manager & Center Head

Handled end-to-end processes for a US Satellite TV service provider account with global presence across verticals, including P&L responsibility, key performance metrics, quality and process efficiencies, and client management.

-  Created, outlined, and executed strategy for operational management and improvement to achieve performance targets within agreed costs and timelines.

-  Coordinated with other functional/ support managers to evaluate necessary aspects and needs of Operations, and to promote awareness of performance goals, purposes and achievements.

-  Generated 12% savings to the client by labor arbitration and process improvements.

-  Increased CSAT by 15% through development of development tailored approach to cultivating customer relationships based on spearheading analysis into key drivers of customer satisfaction and relative importance using statistical modeling.

24/7 Customer

Manager Operations

CRM Operations for US Banking Client.

-  Operations Delivery

Daryl Unger