Ms. Kiran Gupta is B.Tech in Electrical Engineering with experience of Design Engineering for various Water Treatment Plants, Industrial plants, foundaries and commercial complexes followed by Specification designing for Grid substations including Power transformers, Cables, Poles, Meters, Distribution boxes, etcand associated Tendering process at TPDDL.
Presently heading Customer Services at TPDDL including High Revenue Consumers (> 100kW Key and Express consumers) with dedicated services. This also includes establishment of various Operational and Commercial processes in line with the business objectives and assuring Performance Assurance requirements as laid by Delhi Regulator to ensure all the statutory compliances are complied with. Reviewing and ensuring effective Call Resolution at Call Center thru various technological interventions done by company like OMS / BCM for customer convenience. Formulation ofnew processes/revisit existing process which may leads to reduction of complaints/Cycle time along with addressing Safety/Quality related issues and ensuringcustomer engagement through various awareness programs and outreach sessions and regular Voice capturing to work towards improving Customer Delight Index.