Hemant K Chaturvedi
About Hemant K Chaturvedi
Hemant K Chaturvedi serves as the Head of Retail Experience at Bharti Airtel Ltd, where he focuses on enhancing customer service experiences. He holds degrees in Mechanical Engineering and Industrial Engineering, and possesses expertise in quality management standards and business process reengineering.
Work at Airtel
Hemant K Chaturvedi has been serving as the Head of Retail Experience at Bharti Airtel Ltd since 2015. In this role, he focuses on enhancing customer service experiences across retail channels. His responsibilities include implementing strategies that improve customer satisfaction and streamline retail operations. He operates in the Lucknow Area, contributing to Airtel's commitment to delivering quality service in the telecommunications sector.
Education and Expertise
Hemant K Chaturvedi holds a Diploma in Mechanical Engineering from Dayalbagh Educational Institute, where he studied from 1992 to 1995. He furthered his education with a B. Tech. in Industrial Engineering, specializing in Total Quality Management (TQM), from Punjab Technical University between 2006 and 2009. Additionally, he earned an MBA with a specialization in Marketing and HR from Annamalai University, completing his studies from 2010 to 2012. He possesses a Six Sigma Black Belt certification, reflecting his advanced skills in process improvement and quality management.
Background in Quality Assurance
Before joining Bharti Airtel, Hemant K Chaturvedi worked at HI-LEX India Pvt. Ltd as a Team Leader in Quality Assurance from 2000 to 2004. His role involved overseeing quality processes and ensuring compliance with industry standards. His background includes expertise in implementing TL 9000 and TS16949 standards, particularly in the telecom and automobile manufacturing sectors.
Focus on Customer Satisfaction
Hemant K Chaturvedi specializes in customer satisfaction and Customer Service Management Model (CSMM). His work emphasizes improving customer service experiences through effective management strategies. He has a diverse background in knowledge management, which aids in the efficient handling and dissemination of information within organizations, contributing to enhanced customer interactions.
Experience in Business Process Reengineering
Hemant K Chaturvedi has significant experience in business process reengineering, concentrating on enhancing organizational efficiency and effectiveness. His expertise in this area supports his role in retail experience management, where he applies process improvement methodologies to optimize operations and service delivery.