Joshan Ghataney

Operations Associate

West Delhi, Delhi, India12 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

Expert in optimizing customer retention strategies.
Proven track record in revenue growth.
Skilled in leveraging data analytics for player engagement.

Stackforce AI infers this person is a Customer Retention and Revenue Optimization Specialist in the Online Gaming industry.

Contact

Skills

Core Skills

Retention ManagementRevenue & Profit GrowthCustomer Engagement

Other Skills

MySQLP&L ManagementData AnalysisConflict ResolutionMarket AnalysisRevenue AnalysisStrategic PlanningCustomer AcquisitionProcess ImprovementTeam Management

About

Dedicated Assistant Manager with a proven track record in optimizing customer retention strategies and driving revenue growth within the dynamic realm of online gaming and poker. Adept at leveraging data analytics, customer insights, and innovative marketing techniques to enhance player engagement, loyalty, and lifetime value. With over a decade of experience in client acquisition, retention management, and team leadership, I specialize in turning data into actionable strategies that deliver measurable business results. My expertise spans CRM automation, RFM analysis, customer lifecycle management, and multi-channel engagement across email, calls, and digital platforms. I’m passionate about creating impactful customer experiences, improving operational efficiency, and mentoring teams to achieve excellence. By combining analytics with empathy, I aim to build lasting relationships that strengthen both the customer base and the organization’s growth journey..

Experience

Baazi games

3 roles

Assistant Manager

Promoted

Apr 2023 – Present · 2 yrs 11 mos · On-site

Spearhead revenue management through player retention strategies.
Negotiate strategic deals for player satisfaction and company profit.
Lead, train, and support a team of retention agents.
Analyze player performance metrics for enhanced experience.
Resolve player disputes collaboratively and efficiently.
Develop strategic plans aligned with market trends and preferences.

Revenue & Profit GrowthRetention Management

Team Lead

Promoted

Apr 2020 – Apr 2023 · 3 yrs · On-site

Sr. Customer Care Representative

Sep 2016 – Apr 2020 · 3 yrs 7 mos · On-site

Xerion retail pvt. ltd.

Sr. Customer Care Executive

Sep 2013 – Feb 2016 · 2 yrs 5 mos · Gurgaon, India · On-site

Worked with Jabong.com FCR (First Call Resolution) department, outbound calls are managed to address complaints about delivered products, ensuring compensation to achieve maximum customer satisfaction and retention by delivering comprehensive service satisfaction.
Established and nurtured strong business relationships with customers.
Ensured prompt and accurate responses to Customer inquiries.
Investigated and addressed all customer inquiries and complaints with diligence and efficiency.
Coordinated with courier partners to ensure fast and efficient delivery.
Escalated critical customer issues to the supervisor immediately to avoid lost revenue and cancelled policies.
Managed the process of return pickups, guiding customers through the return placement procedure.

Customer EngagementRetention Management