Antim Gupta
Results-driven Operations & Customer Experience Leader
About
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.
Experience
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)
Education
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)
