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With over 30 years of experience in the telecom and broadband industry, I am a seasoned leader and innovator who drives customer service and technology transformation at Hathway Cable & Datacom Ltd, one of India's largest cable and broadband service providers. I am passionate about delivering excellence and value to our customers, partners, and stakeholders, through strategic planning, operational efficiency, product development, and automation.
As the Chief Customer Service Officer, I oversee the end-to-end customer journey, from acquisition to retention, across all channels and platforms. I leverage my expertise in data science, artificial intelligence, machine learning, and deep learning to enhance customer satisfaction, loyalty, and advocacy. I have also led the technical strategy, network engineering, information security, and regulatory management functions, ensuring the highest standards of quality, reliability, and security for our services in the past. I have recently completed an Advanced Management Programme in Business Analytics (AMPBA) from the Indian School of Business, and I hold a Bachelor of Engineering from Manipal Institute of Technology and a 3-TP: Emerging Leaders' Programme from the Indian Institute of Management, Ahmedabad.