Venkateshwari N

16 years of experience  in Customer Experience and Support Operations: strategy and implementation across various industries: Telecom, FMCG, Insurance, ecommerce & NGO with exceptional understanding of consumer life cycle, I am keen to transition into a Digital Marketer

2 years of Digital Marketing specializing in Social Media Marketing, community building and brand advocacy. A perfect blend of Customer/ consumer Obsession with a thorough understanding of Customer/ Consumer Life cycle Journey, strong interpersonal skills to build everlasting relationships with Clients, Customers, Service Partners, Vendors, social Media Influencers & social media Community heads.

Get Set Yo (A stealth Mode travel start up)                                                  June’22-Sep’22

Reseller Research and Content Strategy Consultant

• Led and implemented research strategy to understand product Market fit
• Identify the right cohort of consumers, resellers to form the right personas of a travel reseller ideal for the business.
• Led Focus group and one on one Research with High Income group Women
• Led Content Creator and Influencer research to understand product market fit in the Content creation space. 
• Led research to understand various Travel communities and consumer generated content creation model in the Travel industry.
• Led research to differentiate Content strategy between 1st league travel organizations Vs Experience selling Travel organizations Vs Boutique Travel organizations
• Built the Overall Content strategy across various channels aligned to business objectives for customer and reseller communication.
• Research Documentation.

Licious (Independent Consultant - Project Management -Special Projects)                                 Aug ‘20 – June ‘22

Project - Customer Retention Outbound Operations – 

Launched and Led the Outbound Retention Operations to Winback Consumers

• Restructured the dialer distribution architecture and processes to increase outbound call connect rate by 20%
• Led a specialized retention team to retain Power Users ~APRU >5000
• Launched and scaled  Welcome call team to increase Order 1 to Order 2 by 10% 
• Implemented Retention Frameworks to enable the Out bound team to win back various cohorts of customers and drive overall APRU through cross sell.
• Led the cross sell team to drive consumption of all categories.
• Launched and Led a cross selling model in Inbound and Outbound Contact Centre Operations.
• SOW & SOP for the Project and team operations.

Revenue Drivers – Building the Process and Ops 

• Created comprehensive meat consumption calendar to maximize revenue
• Recruited a panel of priests across India (major ethnicities)
• Built Monthly Calendar to Identify Meat- Eating and Non -meating days based on Auspicious Days, celestial Occurrences, Eclipse, holidays to enable monthly revenue planning and reduce wastage
• Led research to understand the nature of impact for low and high consumption days for major ethnicities.

Social Media Marketing: Community Management –Brand Advocacy 

Built the entire process from scratch

• Leveraged existing communities on Facebook across India ( Facebook Foodie Groups), Instagram Platforms to increase brand awareness, reach new/target audiences and improve brand advocacy
• Built exclusive access to the Brand in Facebook  Foodie Groups ~ Access to a total of 2.5 Million community members and a strong relationship with a network of FB community admins and moderators across India.
• Moderated brand related chatter on the Facebook foodie groups, Licious tied up with.
• Implemented program to recruit and incentivize brand ambassadors ( Friends of Licious) to advocate brand in the Communities.
• Monthly campaign aligned to Activation of New Products and the Brand Event Calendar.
• Created 3000+ user generated Content (Videos/ Pictures) with over 1 M Reach, 10M impressions and equivalent media value of INR 50 L with the lowest spend of INR 9 L.
• Conceptualized and led the most successful FB community campaign for Licious ~ Women Day 2021, 2022 & Kids can Cook campaign 2021 each creating 5M impressions.
• Highest no of User generated posts ~ total 3000+ posts about a brand (Licious) in foodie groups till date.
• Managing and Retaining relationship with Community Leaders of Top FB communities in India
   

HyperLocal Product Research-Ready to Cook Business – Program Management

• Led qualitative & quantitative research to identify right products to launch in TN.
• Recruited expert home chefs to identify popular dishes in Chettinad & Kongunad cuisine.
• Led focus group discussions with expert panel and internal new product development teams.
• Identifying Creators who are aligned to brand TOV and signed up 100+ Nano and Micro influencer to create content for the launch of Ready to Cook.
• Led research and Identified local communities, cuisines and recipes to build the hyper local ready to cook business model for AP and TN.

LV Prasad Eye Hospital - (Independent Consultant)                                                  Oct ‘20 to Sep ‘21 

Customer Experience Consultant 

• Built a Patient Experience Play book for the Organization and worked with internal stakeholders to implement processes and Metrics to measure Patient Experience.
• Built and Conducted Training Program "Patient and I" for all Patient Facing employees of Hyderabad Banjara Hills Centre that led to an increase in patient satisfaction score from 85% to 93%.
• Patient experience Journey Mapping.
• Remodeling existing processes for the EyeSmart EMR business to reduce customer complaints by 30% and improve customer Satisfaction score by 10%

Inthree Access Pvt Ltd, Customer Experience and Retention Head (Chennai)                    Oct 18 to Dec 19 

Series A funded rural logistics network to assist ecommerce platforms to deliver products to rural India

Built and Led a 60 member Customer Experience and Service excellence team.

• Built and led the customer service team and its operation. Built a Specialized customer experience team to drive SOPs and metric defined for each vertical in the organisation.
• Built the Customer Experience Playbook for the Organization.
• Built the "Repeat customer model" strategy and team to increase 2nd time Purchase by 20%
• Designed and led Research with the objective to identify the right products for the Rural Reseller business Model for Rural West Bengal and Rural Tamil Nadu.
• Created Communication strategy for the Reseller Business Model.
  
   

Independent Consultant (Mumbai)                                Mar ‘11 - Sep ‘13

Hindustan Unilever Ltd – Project Head – Consumer Engagement Centre

• Led the entire outsourcing of the Consumer Engagement Centre –India for HUL.
• Built and Led operations of the 100 team member Consumer Engagement centre "LeverCare" for Hindustan Unilever Ltd ~ 200% increase in consumer connect within 2 months of launch
• Implemented Brand led programs like Dial a Dentist Program, Comfort Sampling Project for Pepsodent, at the Consumer Engagement centre
• Created frameworks, capabilities and methodologies to build expert consumer consultants for multiple brands / categories at the Consumer engagement centre
• Implemented the Knowledge Base Management Tool and created content to facilitate expert consultant conversations with the consumer
• Built SOPs and implemented process to resolve complaints and service recovery with 98% consumer satisfaction score.

PaceSetters

Top Outbound Operations BPO in India.

• A 5 week Selling Skills Training + assessment  program for Outbound Operations of ICICI Lombard Insurance process ~ 80 agents 

Vodafone, (Cust. Experience Excellence) Mumbai                                              Nov ‘02 - Feb ‘11 

Achievements - Best New Comer Award 2003, Above and Beyond Call of Duty award for 3 consecutive years 2004 to 2006, Vodafone Allrounder Award 2005.
A long rewarding career across various functions with in Customer Service , Service operations and Enterprise Business

• Enterprise Business Ops support Manager (3 direct and 60 indirect reportees) - Vodafone Enterprise Business -2010 to 2011
  Led a team to align all Mumbai Enterprise business processes in line with National process norms. 
• Platinum Gold HNI contact centre Manager (3 direct and 50 indirect reportees)- 2008 to 2010-Spearheaded and set the first Premium helpline and backoffice operations for Complaints for HNI customer leading to Customer satisfaction score of 99% 
• Vendor Operations Manager - Outbound and Inbound contact centre - 2006 to 2008

Identifying the right vendor and outsourcing the operations

• Vodafone Certified Process and Product Trainer - Learning and Development - 2005 to 2006- Building the Knowledge base content, New joinee training , Process training based on TNA for existing employees 
• Team Leader - 2004 to 2005 - Call Center Operations
• Customer Service - 2002 to 2004

Venky's Joy of Learning (Mumbai) -Entrepreneur                                         Oct ‘13 to April ‘15
Experiential learning and Activity center for Children

Volunteering - Various NGO ( Chennai)                                                          July ‘15 to Sep ‘18 

Featured in "The Hindu" for Green Initiatives

• Training Program "Counselling Children" for Patrolling officers (Child Labour Helpline)
• Personality Development training for underprivileged Girls studying Grade 12 at  Nano Nagle Night College (Chennai Volunteers)
• 1 yr of Mentoring 4 Rural Micro Entrepreneurs to Scale up business(IIT Madras Rural Entrepreneur Program)
• Go Green Workshops for Children.

Education
Masters in Physics - 2002 Mumbai University

Certifications - Praxeum Foundation Leadership Program 2022 
                        Meta Certified Community Manager 2021, 
                        Digital Marketing - Google Certification 2021, 
                        Design Thinking Practitioner - IBM 2021