Experience

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  Telligent support llp

  Jun 2019 - Jun 2020

  Senior customer service representative
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  Duroflex

  Jun 2020 - May 2024

  As a seasoned Customer Experience Manager, I managed a team of 40, implementing strategies to improve performance and operational efficiency while maintaining high service standards. By optimizing team structure and focusing on KPIs, I achieved a 90% CSAT and 60 NPS, driving continuous improvement in customer satisfaction. I collaborated with cross-functional teams to implement automations, such as chatbots and automated refunds, enhancing the customer experience. Additionally, I led the sales team to convert abandoned carts into Rs 1 Cr in revenue through upselling and cross-selling. Proficient in tools like Salesforce, Zoho, Zendesk, and more, I ensured streamlined operations and maintained product ratings above 4 stars on e-commerce platforms. Show less

  • Assistant Manager - Customer Experience

    Apr 2020 - May 2024

  • Team Lead - Customer Experience

    Jun 2020 - Jun 2023
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  Greytip software pvt. ltd.

  Jun 2024 - Sept 2024

  Associate manager - customer experince

  I am an experienced Account Manager skilled in managing the customer life cycle for 15+ accounts, from seamless onboarding to ongoing relationship building. I’ve successfully onboarded over 20 customers, driving product adoption and proactively engaging with clients to mitigate churn and increase monthly MRR by Rs 28,000. Through regular client meetings and data-driven insights, I ensure transparency and trust, while identifying upsell opportunities to enhance revenue. I advocate for customer needs at every stage, influencing the product roadmap, and executing NPS, CES, and CSAT surveys to assess and improve customer satisfaction. Show less