HARSHINI A
Coimbatore
Summary
Results-driven Customer Experience and Engagement Specialist with over 3 years of experience in managing loyalty programs, enhancing customer satisfaction, and optimizing engagement strategies in the retail and service industry. Currently serving as Senior Executive - Customer Experience & Engagement at Titan Company Ltd., spearheading customer-centric initiatives and driving measurable improvements in satisfaction and retention. Proficient in leveraging data analytics, cross-functional collaboration, and innovative solutions to exceed organizational goals. Proven track record of resolving complex customer challenges, streamlining processes, and delivering exceptional brand experiences. Dedication lies in creating impactful customer experiences that drive business growth.
Overview
6
6
years of professional experience
Work History
Senior Executive – Customer Experience & Engagement
Titan Company Ltd.
07.2024 - Current
- Led Customer experience initiatives across region, serving over 400 customers in Q3
- Achieved a 26% win-back rate for detractors winback in Q2 and Q3 through customer feedback analysis
- Conducted NPS analysis resulting in a reduction of staff service detractors from 14.4% to 13.9% in Q3
- Reduced TAT for customer complaints from 11 days to 7 days in Q3 by streamlining process
- Leveraged NPS insights to initiate a 2% pricing adjustment in Jewellery products
- Collaborate with marketing to align customer engagement strategies with brand campaigns & Digital campaigns
- Increased detractor closure within 48 hours from 48% to 61% in November 2024
- Created SOPs for customer engagement activities, including birthday/anniversary celebrations and regional festival events
Customer Relationship Manager (CRM)
Rasi Seeds
02.2021 - 06.2024
- Boosted loyalty program member acquisition by 30% and retention by 34% through targeted strategies
- Identified critical technical issues during customer transactions, rectifying errors to save ₹2 crore in potential losses
- Collaborated with IT and vendors to enhance loyalty app functionality, ensuring a seamless user experience
- Reduced operational costs by 17% through process optimization and budget management
- Executed Omni channel marketing campaigns, increasing customer engagement by 26%
- Designed and implemented training modules for sales teams, focusing on relationship management and product expertise
- Developed and implemented strategies for building and maintaining strong relationships with customers
- Utilized CRM systems to manage customer interactions, document service issues, and track performance metrics
Assistant Professor
Kerala Agricultural University
01.2019 - 01.2020
- Taught and mentored undergraduate students in agricultural statistics, fostering academic growth
- Participated in research, faculty workshops, and conferences to stay abreast of developments
- Developed individualized academic plans to address diverse student needs
- Trained and mentored 3 undergraduate students for competitive examinations, resulting in their successful admission to master's programs
- Served as a project guide for 3 undergraduate students, providing hands-on guidance for their academic research projects
Education
Post Graduate Certificate Programme - Business Analytics and Application
Indian Institute of Management
12.2025
M.Sc. - Agricultural Statistics
Sardarkrushinagar Dantiwada Agricultural University
12.2017
B.Sc. - Agriculture
Vanavarayar Institute of Agriculture
12.2015
Skills
- Customer Experience Management
- Loyalty Program Management
- Data Analysis & Visualisation
- CRM Management
- Process Improvement
- Marketing Campaigns
- Cross-Functional Collaboration
- SOP Documentation
Languages
Tamil
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
German
Beginner (A1)
Software
SPSS
Python
R
Orange
Weka
SQL
Timeline
Senior Executive – Customer Experience & Engagement
Titan Company Ltd.
07.2024 - Current
Customer Relationship Manager (CRM)
Rasi Seeds
02.2021 - 06.2024
Assistant Professor
Kerala Agricultural University
01.2019 - 01.2020
M.Sc. - Agricultural Statistics
Sardarkrushinagar Dantiwada Agricultural University
B.Sc. - Agriculture
Vanavarayar Institute of Agriculture
Post Graduate Certificate Programme - Business Analytics and Application
Indian Institute of Management
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