Samson Francis

Dynamic and results-driven Customer Experience Manager with over 6 years of experience leading high-performing teams, optimizing customer service processes, and driving exceptional customer satisfaction across multiple channels. Proven track record in implementing strategic quality management systems, developing targeted training programs, and spearheading continuous improvement initiatives. Adept at collaborating with cross-functional teams to enhance service delivery and align customer experience strategies with business objectives. Skilled in leveraging CRM tools, e-commerce support platforms, and data analytics to improve performance metrics and elevate the overall customer journey. Passionate about fostering a customer-centric culture that promotes innovation, growth, and operational excellence.

Head Call Center & Customer Service/Customer Experience 

• Increased CSAT by 25% through strategic customer service initiatives and process optimization across both brick-and-mortar and e-commerce operations.
• Improved customer complaint resolution time by 20% through the implementation of digital tracking and reporting mechanisms, including e-commerce-specific escalations.
•  Developed and executed customer service strategies that enhanced service delivery; implemented a recurring feedback loop with frontline staff to identify pain points, leading to the resolution of three major issues affecting overall productivity.
•  Directed the implementation of a unified digital support platform, which is now utilized by 30 team members, facilitating seamless collaboration and improving overall service delivery efficiency across all customer interactions.
• Delivered comprehensive training on customer-related helpdesk software, PCI DSS compliance, and standard operating procedures (SOP) of customer service, ensuring alignment with company values and customer service standards.
• Stakeholder Engagement: Built and maintained effective relationships with key stakeholders, ensuring alignment of customer service operations with business goals.

Bachelor of Commerce (Computer Application)
SNMV College of Arts and Science, Coimbatore – 2018