Mrinal Ranjan

Operations Associate

Gurgaon, Haryana, India17 yrs 5 mos experience

Highly Stable

Key Highlights

Over 15 years in process operations and customer service.
Expert in managing teams for business excellence.
Proven track record in driving customer satisfaction metrics.

Stackforce AI infers this person is a seasoned professional in Fintech and E-commerce customer service operations.

Contact

Skills

Core Skills

Customer Experience ManagementContact Center ManagementProcess ExcellenceCustomer ServiceCustomer Experience

Other Skills

AnalysisAnalyticsBPOCall Center DevelopmentCall CentersContact Center StrategyCustomer SatisfactionCustomer-focused ServiceEnglishFinTechIntegrationLeadershipManagementOnline RetailOperating Systems

About

1. 15+ years of experience in Process Operations/excellence, Customer Service, Team Management, vendor management, CSAT & NPS in the e-commerce, Travel & Fintech Sector. 2. Proficient at managing & supporting teams for running successful process operations and new hires, service standards for business excellence. 3. Providing value added customer service, ensuring quality and service norms to achieve the Platinum standard support. 4. Possess organizational skills with proven abilities in team management, customer relationship management and planning. 5. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems.

Experience

Tbo.com

Head - Operations (Non – Air)

Sep 2025 – Present · 7 mos · Gurugram, Haryana, India

Indmoney

2 roles

Associate Director

Promoted

Apr 2024 – Sep 2025 · 1 yr 5 mos · Gurugram, Haryana, India

Customer Experience ManagementContact Center ManagementFinTech

Senior Manager

Sep 2022 – Mar 2024 · 1 yr 6 mos · Gurugram, Haryana, India

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Process ExcellenceCustomer ServiceVendor Management

Goibibo

4 roles

Manager

Apr 2020 – Sep 2022 · 2 yrs 5 mos

Managing the CS operations for Goibibo Hotel’s business – Domestic & International.
Driving CSAT, NPS, Reduce repeat customers, Handling Escalations
Vendor Management
Supporting and monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Customer ExperienceCustomer ServiceProcess ImprovementVendor Management

Deputy Manager

Promoted

Apr 2017 – Mar 2020 · 2 yrs 11 mos

Managing the CS operations for Goibibo Hotel’s business – Domestic & International.
Driving CSAT, NPS, Reduce repeat customers, Handling Escalations
Vendor Management
Supporting and monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Customer ExperienceProcess ExcellenceCustomer-focused ServiceVendor ManagementCustomer Service

Assistant Manager

Apr 2014 – Mar 2017 · 2 yrs 11 mos

Customer ExperienceProcess Improvement

Team Lead

Apr 2012 – Mar 2014 · 1 yr 11 mos

Goibibo is the largest online hotels booking engine in India and also one of the leading air aggregator. Goibibo is also the number one ranked mobile app under the travel category. Goibibo's core value differentiator is delivery of the fastest and the most trusted user experiences, be it in terms of quickest search and booking, fastest payments, settlement and refund processes

Customer ExperienceCustomer Service

Sutherland global services

Senior Consultant

Feb 2010 – Apr 2012 · 2 yrs 2 mos · Mumbai Metropolitan Region

Transition & Training Experience
 Successful Transition of AT&T U-verse C2C from Chennai to Mumbai and played pivoted role in setting up the process.
 Setting out quality standards for various operational areas and ensuring adherence to the same.
 Created the Training material and process handbook in Mumbai.
 Supporting the team to achieve the planned targets and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards.
 Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

Customer Experience

E4e business solutions pvt ltd.

Technical Support Executive

Dec 2007 – Jul 2009 · 1 yr 7 mos · Bangalore

 Symantec Online Chat Support : Product Line – Consumer / SEA (Symantec Enterprise Applications)
 Symantec Products Security for worldwide customers/clients. 24x7 monitoring of Security devices, Home & Office Environment, Security log Analysis, Incident Management.
 24 x 7 x 365 − Support without any ignorance, first preference to customers/clients/client interactions.

EnglishCustomer ServiceTechnical Support