Customer Experience Manager - Glance (Glance InMobi Pte Ltd) - Mumbai, Maharashtra
(2018-07)
Promoted internally from Customer Support Team Leader to Assistant Manager in 2020, then to Manager in 2022, reflecting exceptional leadership and strategic contribution.
- Led end-to-end CX across all touchpoints, driving strategy, operations, and performance improvements that enhanced NPS, CSAT, and customer retention.
- Scaled operations from 22 to 80+ team members, implementing frameworks improving efficiency, consistency, and engagement.
- Conceptualized and launched outbound customer care enabling app-based callbacks, achieving 15% faster response times and operational cost savings.
- Established the Escalation Management Team (EMT) to resolve high-priority cases exceeding TAT, reducing escalated complaints by 25%+.
- Introduced self-service solutions for common queries, reducing average handle time and boosting operational productivity and service efficiency.
- Implemented data-driven CX strategies, leveraging NPS, CSAT, and customer journey metrics to identify gaps and optimize processes, increasing NPS by 22 points in 18 months.
- Spearheaded employee development and retention programs, resulting in 15% higher retention across CX teams.
- Partnered with cross-functional teams including Product, Operations, and Technology to drive customer-centric initiatives with measurable business and customer impact.
- Cultivated a high-performance, accountable culture, enabling teams to consistently exceed KPIs.
- Delivered measurable improvements across customer satisfaction, retention, and operational efficiency, positioning CX as a key business driver.
Escalation Desk Supervisor - Ola Cabs Pvt Ltd - Mumbai, Maharashtra
(2016-08 - 2018-07)
- Managed high-volume escalations (40+ daily), ensuring timely resolution and consistent customer experience delivery.
- Analyzed recurring issues and implemented process improvements, reducing complaints and improving retention.
- Facilitated feedback loops between customers and internal teams, supporting continuous service enhancement.
Customer Service Team Leader - Taxi For Sure Pvt Ltd - Mumbai, Maharashtra
(2014-05 - 2016-07)
- Led a 21-member team, including a team coach, achieving high customer satisfaction.
- Oversaw escalated complaints and performance metrics, providing coaching and process improvements.
- Streamlined workflows to enhance efficiency, productivity, and service consistency.
Customer Service Representative - Meru Cabs Pvt Ltd - Mumbai, Maharashtra
(2011-05 - 2014-04)
- Surpassed performance targets, recognized as top-performing team member.
- Resolved escalated calls efficiently, delivering satisfactory outcomes and improving loyalty.
Counter Sales Executive - Intercraft Trading Pvt Ltd - Mumbai, Maharashtra
(2009-10 - 2011-04)
- Sold high-end luxury and premium perfumes, consistently exceeding personal and team sales targets.
- Provided personalized recommendations, driving repeat business and customer satisfaction.
- Managed inventory, merchandising, and participated in brand promotions, maximizing sales impact.
