Dhruv Virendra Mehta

Operations Associate

Ghaziabad, Uttar Pradesh, India7 yrs 7 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Achieved Play Store rating improvement of 0.081 in one year.
Maintained first response time under 2 hours consistently.
Led customer success initiatives across multiple platforms.

Stackforce AI infers this person is a Customer Success Manager with expertise in SaaS and E-commerce.

Contact

Skills

Core Skills

Customer SuccessTeam LeadershipData AnalysisCustomer SupportOperations ManagementCustomer ServiceCustomer ExperienceE-commerce

Other Skills

A/B TestingAWSAccount ManagementAccount Management & UpsellingAmazon QuickSightAmazon Web Services (AWS)Analytical SkillsAppBotAppbotAppstoreCRM SoftwareChatbotsChurn ManagementClient Onboarding & TrainingClient Relations

About

With a Master’s degree in Operations and a deep passion for customer experience, I have built a strong foundation in Customer Success, Support, and Relationship Management. My academic journey has equipped me with analytical skills, strategic thinking, and a data-driven mindset—essential for optimizing customer interactions and business processes. My career spans across the Internet, eCommerce, affiliate marketing, and Entertainment industries, where I have successfully led customer support functions, managed high-priority incidents (P0), and streamlined service operations. I take pride in maintaining a first response time under 2 hours, improving resolution efficiency, and driving Play Store ratings from 4.241 to 4.322 within a year. My expertise in JIRA, Freshdesk, Zendesk, and Salesforce allows me to enhance workflows and customer satisfaction. Additionally, I thrive on mentoring teams, implementing SOPs, and leveraging insights to refine service strategies. Looking ahead, my goal is to drive innovation in Customer Success by integrating automation, AI, and advanced analytics to enhance retention and engagement. I aim to build scalable support ecosystems that deliver seamless user experiences while fostering long-term customer loyalty. Let’s connect and explore opportunities to collaborate!

Experience

7 yrs 7 mos

Total Experience

2 yrs 6 mos

Average Tenure

3 yrs 2 mos

Current Experience

Pocket fm

2 roles

Assistant Manager - Customer Success

Promoted

Apr 2025 – Present · 1 yr 2 mos · Remote

💼 Assistant Manager – Customer Success | Pocket FM | Pocket TV | Pocket Toons
Driving global Customer Success for three major platforms—PocketFM, PocketTV, and Pocket Toons—by leading a high-impact team and ensuring seamless user experiences across the US, Latin America, Europe, and soon the Middle East. I collaborate with cross-functional teams (tech, product, backend, production) to resolve user concerns efficiently and proactively.
🎯 Key Responsibilities:
Managing day-to-day user escalations, incidents, and regional support tickets
Monitoring Play Store reviews and in-app episode comments to close feedback loops with production/content teams
Leading PRD-based rollouts, A/B experiments, and creating internal dashboards for improved query resolution
Driving automation, bot flows, and process improvements to reduce ticket volume
Designing team KPIs and tracking performance, while consistently exceeding personal benchmarks
Compiling global weekly/bi-weekly reports for leadership with actionable insights
🧰 Tools & Platforms:
Freshdesk | Freshworks | FreshChat | Jira | Slack | AppBot | Redash | AWS
With a strong focus on data-driven decision-making, platform hygiene, and continuous process innovation, I strive to elevate customer satisfaction and operational efficiency at scale.
📬 Let’s connect if you’re passionate about customer success, tech, or user experience at scale!

FreshdeskFreshworksFreshChatJiraSlackAppBot+4

Sr Associate - Customer Success

Apr 2023 – Apr 2025 · 2 yrs · Remote

Building India's Largest Audio OTT Platform
First Response Time (FRT): Achieved a response time of under 2 hours for new and unassigned tickets, ensuring prompt service delivery and adherence to SLAs.
Resolution Time: Maintained efficient resolution times, consistently meeting or exceeding targets to enhance user experience.
Data Management & Insights: Conducted data analysis to generate actionable insights, identifying trends and improving support processes.
P0 Issue/Incident Resolution: Successfully resolved critical (P0) issues, minimizing downtime and maintaining operational efficiency.
Initiative & Implementation: Led new strategies and processes to enhance team productivity and service quality.
Play Store & App Store Updates: Worked closely with the development team to manage updates, ensuring improvements based on user feedback.
Achievement: Contributed to increasing Play Store rating in India from 4.241 in April 2023 to 4.322 in April 2024 (+0.081).
Global Impact: Improved the Play Store rating for 100M+ active users, increasing it by 0.132 from July 2023 to July 2024.
Team Management & Training: Trained and managed new team members, fostering a collaborative environment and improving Cx experience.
User Feedback & Content Team Coordination: Engaged with user comments on episodes, linking feedback to the content team for quality improvements.
Locale-Specific Data Insights: Developed region-specific data to help stakeholders optimize customer service.
Product Management Collaboration: Provided strategic feedback on new features and rollouts, aiding decision-making.
International Client Support: Handling US, UK, Canada, Philippines, APAC and European client accounts, ensuring prior support and developing efficient processes to enhance user experience.

Incident & Priority Management (P0/P1 Issues)Quality Assurance & ComplianceCustomer Retention & EngagementKey Performance IndicatorsProduct TrainingClient Services+55

Freekaamaal

3 roles

Customer Support Manager

Dec 2022 – Mar 2023 · 3 mos · Noida, Uttar Pradesh, India · On-site

Operations ManagementData ValidationKey Performance IndicatorsProduct TrainingMicrosoft OfficeSoftware as a Service (SaaS)+25

Assistant Manager Customer Services

Promoted

Mar 2021 – Sep 2022 · 1 yr 6 mos

Lead the Customer Relationship team at Freekaamaal, ensuring exceptional service delivery across email, chat, calls, WhatsApp, and social media.
Foster departmental collaboration for efficient resolution of customer issues, emphasizing prompt, high-quality responses.
Maintain stringent response time standards: under 10 minutes for emails and under 2 minutes for chats.
Implement strategies to enhance key customer satisfaction metrics including CSAT, NPS, and overall customer experience.
Design workflows and reporting mechanisms with clear targets and deadlines for efficient task management and consistent quality in customer interactions.
Establish SLAs, optimize deliverable structures, and implement standardized procedures for ongoing customer support.
Conduct regular training sessions and evaluations for the team, taking corrective actions to enhance performance.
Introduced innovative initiatives to improve customer activation, retention, and shopping experiences, including the creation of the FreeKaaMaal Gold Membership, which scaled the business to 2x growth.

Data ValidationPost-SalesProduct TrainingSoftware as a Service (SaaS)Data AnalysisOnline Support+16

Customer Support Specialist

Feb 2019 – Mar 2021 · 2 yrs 1 mo

Respond to customer queries in a timely and accurate way, via phone, email, or chat
Identify customer needs and help customers use specific features
Keep track of customers’ queries & resolve them by providing an effective solution
Analyze and report product malfunctions
Update our internal databases with information issues and useful discussions with customers
Monitor customer complaints on social media and reach out to provide assistance
Share feature requests and effective workarounds with team members
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Gather customer feedback and share it with our Product, Sales, and Marketing teams
Take the extra mile to engage customers

Online Reputation ManagementPost-SalesProduct TrainingSocial Media EscalationsOnline SupportCustomer Service+7

Nettechnocrats it services pvt ltd

Customer Support Specialist

Dec 2017 – Oct 2018 · 10 mos · noida

Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance. Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channels including improvement suggestions. Always choosing the best solution to solve a problem; rectifying, adjusting, and also following up to ensure proper resolution with the complete order fulfillment to the final delivery of the order.

ZohoPost-SalesProduct TrainingMeltwaterE-commerceOnline Support+7

Intarvo technologies pvt. limited

Operational Specialist

Nov 2015 – Jan 2016 · 2 mos · Noida, Uttar Pradesh, India · On-site

Liaise with other departments such as Merchant Service, Merchant Investigations, or Payments teams as required to resolve Seller’s issues and questions. As a Seller support representative, it will also assist with all basic administrative functions including user account maintenance, reports and dashboards, workflows, data analysis, and training for all Merchant, while helping to execute related projects as assigned.

Post-SalesOnboardingE-commerceOnline SupportFreshworks CRMMerchant care+3