Ruchika Sonikar

Customer Success Manager

India10 yrs 1 mo experience

Highly Stable

Key Highlights

Transformed order processing, reducing turnaround by 99%.
Developed onboarding playbook for 400+ clients.
Achieved industry-leading CSAT of 91.67%.

Stackforce AI infers this person is a Customer Experience and Operations Strategist in the SaaS and B2C sectors.

Contact

Skills

Core Skills

Customer ExperienceBusiness Process ImprovementBusiness IntelligenceCustomer SuccessClient Services

Other Skills

Business Intelligence ReportingStakeholder ManagementCustomer Experience TransformationAutomationData AnalysisData VisualizationCustomer SatisfactionClient Relationship StrengtheningCustomer OnboardingTraining DevelopmentCatalogingProcess ImprovementDigital MarketingVendor NegotiationMaterial Sourcing

About

Customer Experience and Operations Strategist with 10+ years of experience driving customer-centric transformation across media, SaaS, and fashion. My core strength lies in connecting the customers need with how businesses operate — designing scalable systems that reduce friction, enhance satisfaction, and enable growth. I bring a design thinking approach to solving complex problems — breaking down customer journeys, identifying root causes, and building long-term solutions that stick. Having worked in both B2B and B2C setups, I thrive in fast-paced, data-driven environments where CX meets business strategy.

Experience

Bizongo

3 roles

Customer Success Lead

Promoted

Oct 2023 – Aug 2025 · 1 yr 10 mos · Mumbai

Led the transformation of Bizongo’s order processing framework by co-building a lean, automation-first workflow with product; cut processing turnaround by 99% (4 hours → 2 minutes), reduced errors by 80%, and accelerated revenue realization.
Directed the design and deployment of BI dashboards for business, finance, and operations teams—improving data visibility, reducing reconciliation time by 38%, and elevating decision-making accuracy.
Orchestrated end-to-end operational strategy for a high-volume category handling 80,000+ MT in 2 years; established scalable processes that supported category expansion from early-stage (0→1) to full-scale execution (1→100).
Partnered with cross-functional leaders (Product, Finance, Supply Chain, Vendor Ops) to eliminate bottlenecks and ensure predictable service delivery for enterprise customers.

Business Process ImprovementBusiness Intelligence ReportingStakeholder ManagementCustomer Experience TransformationCustomer Experience

Customer Supply Chain Specialist

Promoted

Apr 2021 – Sep 2023 · 2 yrs 5 mos · Mumbai

Owned a portfolio of 27 strategically critical enterprise accounts (~₹135 Cr monthly portfolio), maintaining industry-leading CSAT (91.67%) and NPS (83.33) through proactive engagement and digital adoption.
Led customer transformation initiatives by driving adoption of Bizongo’s financing and workflow digitization tools, improving operational accuracy and enhancing client ROI.
Built Bizongo’s Customer Success & Onboarding Playbook that scaled to 400+ client onboardings—standardizing training, workflows, and digital adoption across the organization.
Acted as a strategic advisor to enterprise CFOs, procurement heads, and finance teams to improve working capital efficiency through Bizongo’s financing solutions.

Customer SatisfactionClient Relationship StrengtheningCustomer OnboardingCustomer SuccessCustomer Experience

Customer Service Specialist

Aug 2018 – Apr 2021 · 2 yrs 8 mos · Mumbai

Designed and rolled out a standardized cataloging system for 90,000+ SKUs, enabling operational consistency across 100+ internal teams and accelerating client solutioning.
Supported enterprise sales by acquiring 4–5 large clients within five months, each contributing ₹25L+ monthly revenue, strengthening Bizongo’s packaging category footprint.
Partnered with product and operations teams to eliminate cataloging defects and improve downstream service reliability.

CatalogingCustomer Experience

Prettysecrets

Customer Service Manager

Jan 2017 – Jul 2018 · 1 yr 6 mos · Mumbai

Improved brand-level customer experience by analyzing product-level complaints and collaborating with product teams, reducing issue volume by 35%.
Leveraged multi-channel analytics (Instagram, Snapchat, website) to identify high-performing customer acquisition routes, driving a 30% lift in engagement.
Optimized customer service SOPs to support scale during peak sale cycles.

Customer SatisfactionDigital MarketingCustomer Experience

Hyperspace (a division of dentsu international)

Client Services Representative

Mar 2015 – Nov 2016 · 1 yr 8 mos · Mumbai

Managed end-to-end execution of retail activation and branding projects for enterprise clients, ensuring on-ground execution excellence across store networks.
Negotiated with vendor partners to improve margins and ensure cost-effective delivery without compromising quality.
Strengthened client relationships by acting as the primary point of contact for execution, timelines, and vendor coordination.

Client Relationship StrengtheningVendor NegotiationClient Services