Sep 2024 – Mar 2025 · 6 mos · Mumbai Metropolitan Region, India · On-site

• Managed entire operations of the customer support of 60 executives across three teams: First Line
• along with Case Management, Studio Support, and Escalations.
• Ensured timely and accurate resolution of tickets within SLA standards.
• Identifying and implementing process improvements to enhance customer experience and
• operational efficiency.
• Delivered monthly and weekly reports to the leadership team, providing insights on team
• performance and key metrics.
• Identified trends contributing to refund increases and provided detailed analysis on high-refund
• SKUs to leadership.
• Ensured timely resolution of escalated cases, maintaining high customer satisfaction.
• Monitored social media feedback and maintained app ratings (Play Store & App Store) above 4
• stars, ensuring positive customer interactions.
• Evaluated and implemented automation strategies (e.g., BOTs, FAQs) to shift customer queries to
• self-help channels, enhancing operational efficiency.

Jul 2023 – Sep 2024 · 1 yr 2 mos · Mumbai, Maharashtra, India · On-site

• Steered the helm of customer support under the guidance of the Director, delivering top-tier experiences across diverse channels (Email, Chat & Voice).
• Responsible for the smooth functioning of the entire customer support team by ensuring that best customer experience is delivered to Jio Cinema users.
• Collaborated intimately with Sprinklr, our CRM partner, to sculpt a state-of-the-art CRM tailored exclusively for our stellar customer support team.
• Prepared Standard Operating Procedures (SOPs) to harmonize and streamline customer support operations.
• Using historical data to provide valuable insights to product, engineering, and other unit. Prepared weekly and monthly reports spotlighting the support team's impact.
• Conducted harmonious collaborations with multifarious stakeholders, including the content and engineering teams, to obliterate operational hiccups.
• Created a chatbot presence on our app and website, enabling seamless omnichannel support.
• Ensured that intricate product and pricing updates reached the contact center, guaranteeing customers received accurate information.
• Identifying issues at the very initial stage so that they can be fixed and the impact is minimal

Jan 2021 – Jun 2023 · 2 yrs 5 mos

• Reported directly to the Head of Customer Experience, spearheading the development and execution of customer experience strategies aligned with the founders' vision.
• Led onboarding project for new school partners, optimizing their journey by identifying and addressing obstacles. This initiative significantly reduced dropout rates, leading to increased revenue.
• Oversaw the governance and operations of the outsourced contact center & inhouse teams ensuring smooth functionality.
• Led initiatives to address escalations and complaints more effectively.
• Dedicated efforts to boost Customer Satisfaction (C-SAT) scores across all support channels.
• Proactively drove operational efficiency through automation initiatives.
• Established processes for accurate and real-time transmission of updates from the head office to the contact center.

Jan 2020 – Dec 2020 · 11 mos

• Responsible for the performance of the entire outsourced customer support team. Ensuring that vendor delivers as per expectations.
• Hiring & Training the customer support executive
• Ensured the consistent delivery of exceptional customer experiences across a spectrum of support channels, including email, contact center, chat, WhatsApp, CRM, and BOT.
• Collaborated extensively with various stakeholders to identify and eliminate process bottlenecks, ensuring a friction-free operation.
• Provided invaluable insights to the leadership team by analyzing reports from diverse audits, such as calls, chat interactions, complaint assessments, BOT transactions, and C-SAT data, highlighting what's effective and what needs improvement.

Apr 2019 – Jan 2020 · 9 mos

• Led a team of 4 Quality Coaches overseeing 100+ FTE advisors, ensuring consistent achievement
• of KPIs, high-quality standards, and exceptional customer satisfaction..
• Produced comprehensive reports including quality assessments, Net Promoter Score (NPS) data,
• and more for our UK-based partner.
• Collaborated closely with operations to devise monthly action plans for KPI improvement. Regularly
• published weekly RAG (Red-Amber-Green) status reports, pinpointing performance outliers..
• Successfully drove NPS initiatives, aligning results with client expectations (Three UK) by
• implementing targeted improvements.
• Conducted RCA for client NPS outcomes, identifying reasons for both achieving and not achieving
• NPS targets, enabling data-driven decision-making.
• Implemented strategic performance management to ensure TQ and BQ objectives were consistently
• achieved.

Apr 2016 – Mar 2019 · 2 yrs 11 mos

• Proficiently managed various processes, including Sales, Retention, Collections, Fraud Ops, Credit
• Referral, and Chat.
• Collaborated closely with operations to drive commercial targets while prioritizing customer
• experience, resulting in consistently high Net Promoter Scores (NPS).
• Identified key performance indicators, delivered feedback and coaching to team members, fostering
• skill development and enhanced productivity.
• Utilized historical data analysis to forecast trends and formulate ongoing strategies to boost sales
• and operational efficiency.
• Conducted training needs analysis and delivered comprehensive overview training during the On the-
• Job Training (OJT) phase, ensuring team members were well-equipped.