- Responsible for timely Yearly, Quarterly, Monthly, Weekly, and ad-hoc reports of Customer Happiness function, NPS, CSM reports through
- CRM platforms like Salesforce, Navatire, and running Big data query.
- Able to identify the areas of improvement through data analysis, come up with the project initiatives and facilitate it end to end for its implementation with the help of functional stakeholders.
- Create & Maintain Dashboards on the Salesforce platform and Google dashboards for live monitoring of the customer pulse & improvise as needed.
- Basis data interpretation demonstrates the proficiency to create the project scope, plan, implement, and monitor the project’s improvement through impact analysis.
- Monitor the OTP trend basis NPS and other customer data points and shadow daily OTP calls and related projects.
- Work closely with all customer-facing stakeholders like the Customer Happiness Support team, Ground Ops, Cabin Crew, Engineers, etc., in order to run the improvement projects for the organization.