Vaibhav Malik

Operations Associate

Gurgaon, Haryana, India14 yrs 5 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

15+ years in E-commerce & Fintech leadership.
Expert in building scalable customer support ecosystems.
Proven track record in process optimization and automation.

Stackforce AI infers this person is a Customer Experience Leader in E-commerce and Fintech sectors.

Contact

Skills

Core Skills

Customer ServiceProject ManagementCustomer ExperienceTeam Leadership

Other Skills

Team BuildingProblem SolvingCustomer RetentionForecastingData AnalysisVendor ManagementSoftware as a Service (SaaS)HiringAutomationCustomer Escalation ManagementLeadershipPlanningReporting & AnalysisCRMSales

About

Experienced Customer Service & Sales Leader with 15+ years in the E-commerce & Fintech industry, having worked with brands like Letsbuy, Healthkart, Jabong, Coolwinks (Essilor), Blinkit, and EyeMyEye. Skilled in Automation, SOP & Process Building, AHT Reduction, Vendor & Operations Management, Coaching, and Team Leadership — with a strong focus on driving efficiency and elevating customer experience. Passionate about building scalable, tech-enabled customer support ecosystems that deliver measurable results, operational excellence, and truly extraordinary customer experiences.

Experience

14 yrs 5 mos

Total Experience

2 yrs 4 mos

Average Tenure

3 yrs 5 mos

Current Experience

Datacultr

2 roles

Assistant General Manager

Promoted

Jul 2025 – Present · 10 mos · Gurugram, Haryana, India · On-site

Sr. Manager Customer Delight & Product Support

Dec 2022 – Jul 2025 · 2 yrs 7 mos · Gurugram, Haryana, India · On-site

Eyemyeye.com

Head Customer Service & Outbound Tele-Sales

Oct 2021 – Nov 2022 · 1 yr 1 mo · Gurugram, Haryana, India · On-site

Led CX Team & Product Strategy, via multi-platform audit, customer / business needs gathering & CRM platform redesign.
AI integrations for cost/manual check reduction and automation of processes.
Handled 150+ Agents, 2 AM's and 4 Team Leaders in the Customer Service Department and ensuring they meet their defined quality&productivity targets.
Handled Training and Quality Team for keeping the proper compliance checks in place.
Managed Day-to-Day operational activities.
Acted as a collaborator between the operations, marketing, category, product team and the end customer.
Vendor management and Coordination which includes pricing and onboarding of Telephony solution provider.
Handled of customer’s escalation which includes legal and social escalation also, resolving customer issues catering to seamless customer experience.
Key responsible for the overall performance of the team.
Designed training modules, process structure, quality check processes and measuring team performance.
Process Forecasting to manage spikes.

Team BuildingProblem SolvingCustomer RetentionForecastingProject ManagementData Analysis+3

Blinkit

Manager - Customer Experience & Social Media Escalations

Sep 2015 – Oct 2021 · 6 yrs 1 mo · Gurgaon

Led a team of 200+ Agents and 8 Team Leaders in the Customer Service Department and ensured they meet their defined quality&productivity targets.
Handled Day-to-Day operational activities.
Acted as a collaborator between the operations team and the end customer.
Key responsible for the overall performance of the team.
Designed training modules, process structure, quality check processes, and measuring team performance.
Process Forecasting to manage call spikes.

Team BuildingHiringData AnalysisAutomationCustomer Escalation ManagementCustomer Experience+1