Oct 2019 – Oct 2025 · 6 yrs · Gurgaon, Haryana, India

• At Urbanic, I lead the charge in shaping the company's customer experience strategy, ensuring every interaction leaves a lasting impression. My role revolves around refining existing processes to enhance operational efficiency while delivering personalized user journeys. From driving CX initiatives to implementing programs, I am committed to cultivating an unparalleled customer experience.
• My primary objective is to elevate satisfaction levels across all touchpoints and foster customer loyalty. Through strategic initiatives, I've successfully elevated our customer satisfaction score to 4.4+ across all channels. This achievement stems from a concerted effort to build a proficient team focused on leveraging AI-driven automation, tracking NPS scores, and actively engaging in feedback loops.
• I drive initiatives aimed at advancing CX automation, facilitating swift resolution of customer queries and driving continual improvement in NPS scores. By consistently monitoring and refining our processes, we've maintained a stellar rating of 4.6 on both the App Store and Play Store, underscoring our unwavering commitment to excellence.
• Furthermore, my strategic approach involves addressing root causes at the product level to minimize customer queries. Through various initiatives, we've successfully reduced the contact ratio to a commendable 6%, demonstrating our dedication to enhancing the overall customer experience.

Jun 2018 – Oct 2019 · 1 yr 4 mos · Gurgaon, India

• I develop and execute plans for outstanding customer journeys, leaving a lasting impression.
• My goal is to enhance processes for smoother operations and a seamless user experience, maximizing customer satisfaction.
• I manage outsourced vendors, driving them to achieve high-performance levels aligned with customer-centric goals.
• I collaborate with global teams to enhance product features and meet evolving customer needs.
• I spearhead initiatives using automation technologies to improve the customer experience, resolving queries faster.
• I focus on improving our Net Promoter Score (NPS) to boost customer loyalty and satisfaction.
• I aim to reduce customer queries by addressing root causes at the product level, enhancing the overall experience.

May 2016 – May 2018 · 2 yrs · Noida Area, India

• I am responsible for managing and overseeing the customer experience team, handling all their tasks independently and ensuring their efficient operation.
• One of my primary responsibilities is to ensure that all key result areas (KRAs) of the customer experience team are effectively achieved, and that service level agreement (SLA) targets are consistently met.
• I am involved in the creation and implementation of comprehensive CX processes that facilitate smooth customer interactions and the prompt resolution of their queries. These processes are designed to enhance the overall customer experience.
• A crucial part of my role is to collaborate closely with the product team and other relevant departments. Through this coordination, I gather valuable insights on customer requirements and feedback. I then work towards improving these requirements and introducing new features that align with customer expectations.
• In addition to managing the team's performance, I prioritize their job satisfaction. I strive to create a positive work environment, addressing any concerns or issues they may have and ensuring their professional growth and well-being.
• I actively focus on monitoring and improving both the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics. By analyzing these indicators, I gain insights into customer sentiment and satisfaction levels, which inform strategic decisions and help drive continuous improvement in our customer experience efforts.

Apr 2015 – Apr 2016 · 1 yr · New Delhi Area, India

• As the manager of the customer experience team, I hold the responsibility of overseeing their operations and ensuring their tasks are handled independently and efficiently.
• A key aspect of my role is to ensure the effective achievement of all key result areas (KRAs) of the customer experience team, while consistently meeting service level agreement (SLA) targets.
• I actively participate in the development and implementation of comprehensive CX processes that promote seamless customer interactions and prompt resolution of their queries, with the ultimate goal of enhancing the overall customer experience.
• I collaborate closely with the product team to ensure the development of new features aligns with customer requirements and prioritizes issue resolution.
• I assess and introduce new CX tools for the ticketing system, email handling, chat, and phone support, aiming to optimize customer interactions and support channels.
• I place a strong emphasis on monitoring and improving both the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics. By analysing these indicators, I gain valuable insights into customer sentiment and satisfaction levels, which inform strategic decision-making and drive continuous improvement in our customer experience initiatives.

Jan 2014 – Mar 2015 · 1 yr 2 mos

• Established and directed the finance department at OfficeYes.com.
• Oversaw Accounts Payable and Accounts Receivable processes to ensure seamless operations.
• Ensured adherence to Service Level Agreement (SLA) by facilitating timely vendor payments.
• Managed invoicing for corporate clients.
• Collaborated with clients to reconcile accounts and make necessary adjustments.
• Pioneered product enhancements through innovative concepts.
• Implemented strategic initiatives to optimize financial operations.
• Enhanced customer experience through accelerated delivery timelines and enhanced service reliability.

Jun 2012 – Dec 2013 · 1 yr 6 mos

• Accountable for enhancing customer service experience, fostering loyalty, and elevating satisfaction levels among corporate clientele.
• Played a pivotal role in OfficeYes's accomplishments within the multinational client segment, resulting in augmented market dominance in the enterprise industry.
• Formulated strategic measures to drive performance improvements:
• Implemented an efficient escalation process that reduced resolution time for escalated issues from 3 days to 4 hours.
• Devised a comprehensive reporting system for monthly consumption reports.
• Established a streamlined onboarding process for clients.
• Collaborated with technology teams to develop customized microsites tailored to individual clients' requirements.

May 2009 – May 2012 · 3 yrs · Gurgaon, India

• Built and managed a team of operations personnel to meet organizational benchmarks for customer satisfaction.
• Trained staff on quality assurance procedures.
• Audited processes to ensure compliance with policies and regulations.
• Prepared operational reports.
• Oversaw efficient resolution of client inquiries.
• Drove performance optimization projects across all teams.
• Maintained high-level customer service standards.
• Conceptualized new approaches that enhanced business practices and increased productivity.