Drutisha Damaniya

Escalation and Customer Experience Specialist with 7 years of experience in high-volume service environments. Experienced in resolving critical and high-impact customer issues, mitigating financial and reputational risk, and ensuring SLA and compliance adherence. Strong background in root cause analysis, CRM documentation, stakeholder coordination, and supervisory support in fast-paced operational settings.

Senior Supervisor & Team Lead - Wipro - Mumbai, India

(2024-01 - 2026-08)

Singapore Airlines Process

• Critical Escalation Resolution: Owned and resolved high-severity customer escalations with potential legal, financial, and brand impact by coordinating with internal and external stakeholders for timely closure.
• Risk Monitoring & Mitigation: Reviewed sensitive customer cases including schedule disruptions and refund disputes to prevent revenue leakage and reputational risk exposure.
• SLA & Compliance Oversight: Ensured response and resolution adherence to defined SLAs while maintaining detailed and audit-ready documentation.
• Root Cause Analysis: Identified recurring complaint patterns and implemented corrective measures to reduce repeat escalations and improve CSAT outcomes.
• Supervisory Support: Provided guidance and case-level supervision to support associates during complex or sensitive customer interactions.

Quality Assurance Analyst - Wipro - Mumbai, India

(2023-01 - 2023-12)

Singapore Airlines Process

• Quality & Compliance Monitoring: Audited customer interactions across channels to ensure adherence to process compliance, documentation standards, and risk control measures.

Customer Service Associate - Wipro - Mumbai, India

(2019-07 - 2022-12)

Singapore Airline & FedEx Logistics Accounts

• Voice & Email Customer Support: Handled high-volume inbound and outbound voice interactions along with email-based case resolutions, ensuring timely response and adherence to defined SLAs in a BPO environment.
• Account Resolution & Documentation: Resolved shipment, billing, and service-related concerns while maintaining accurate, audit-ready case documentation in CRM systems.
• Escalation Handling: Managed sensitive and repeat customer complaints by coordinating with internal operations teams to drive timely resolution and preserve customer trust.

Bachelor of Business Administration - Business Administration - Indira Gandhi National Open University (IGNOU) (2024 - present) India

Higher Secondary Certificate - HSC - Bhavan's Hazarimal Somani College (2018) Mumbai, India

Secondary School Certificate - SSC - JJ Academy High School (2016) Mumbai, India