Antim Gupta

Results-driven Operations & Customer Experience Leader with 9+ years of experience in CRM strategy, team leadership, and process optimization across diverse industries. Proven ability to improve customer engagement, streamline operations, and drive business growth through data-driven decision-making. Skilled in managing cross-functional teams, implementing CRM systems, and enhancing customer journeys.

Seeking to transition into a dynamic role in operations, customer success, or business strategy within a growth-focused organization.

CRM Manager - Oswaal Books - Agra

(2022-06 - 2025-05)

• Led end-to-end CRM operations across B2B, B2C, and specimen channels
• Designed CRM strategies that improved customer engagement and retention
• Collaborated with marketing & sales to align campaigns with customer insights
• Implemented automation tools to improve efficiency and personalization
• Analyzed customer data to optimize segmentation and targeting
• Monitored KPIs and presented actionable insights to leadership
• Built feedback systems to enhance customer satisfaction

MIS & Operation Manager - SPN Prop services - Agra

(2018-02 - 2020-09)

• Managed operations, MIS systems, and reporting across multiple projects
• Developed standardized processes to improve efficiency and data accuracy
• Coordinated with leadership on strategic planning and execution
• Managed project timelines and ensured delivery within deadlines
• Led training programs to improve team productivity

Process Leader - Tech Mahindra - Noida

(2017-06 - 2017-11)

• Managed call center operations for telecom services
• Led performance reviews, training, and team productivity initiatives
• Improved customer satisfaction and reduced attrition

Process Leader - Firstsource - Bhopal

(2016-05 - 2017-03)

• Managed team of 20+ associates in customer support operations
• Conducted performance reviews and quality audits
• Improved team productivity and service quality

TL/ Quality Auditor - Essel Group MPKVVL - Ujjain

(2014-08 - 2015-04)

• Managed operations and quality audits for customer service teams
• Led training and performance improvement initiatives

Team Leader - Firstsource

(2009-02 - 2010-05)

Process Developer - Genpact

(2007-02 - 2008-10)

Sales & Customer Handling - Tata Docomo

(2012-01 - 2014-08)

10th - Lokmanya Tilak H.S. School Ujjain (M.P.) (1997)

12th - Lokmanya Tilak H.S. School Ujjain (M.P.) (1999)

B. Com. - Commerce - Bhartiya Gyanpeeth College Ujjain (M.P.) (2002)

M. Com. - Commerce - Bhartiya Gyanpeeth College Ujjain (M.P.) (2004)