Jins Thomas

Results-driven Customer Success and Operations professional with 4+ years of experience in client relationship management, escalation handling, and team leadership. Proven track record in improving customer satisfaction (CSAT), managing SLAs, and optimizing processes to enhance operational efficiency. Skilled in CRM tools, cross-functional collaboration, and delivering high-quality service in fast-paced environments.

Executive – Operations at PetPooja (2024-09 – 2026-01)

Managed client accounts and operations coordination

• Managed 30+ client accounts ensuring high retention and satisfaction
• Acted as primary point of contact resolving issues quickly
• Handled 40+ weekly escalations ensuring service continuity
• Coordinated with product and development teams
• Supported reporting and performance tracking

Customer Service Floor Manager at Jazp.com (2022-08 – 2024-08)

Led customer service team with focus on KPI management and escalation handling

• Led a team of 10+ executives improving productivity by 20%
• Monitored KPIs, CSAT and SLA metrics
• Managed complex escalations within SLA
• Conducted training programs
• Collaborated with cross-functional teams

Inventory & Operations Support at Jazp.com (2021-06 – 2022-07)

Supported inventory management and operational processes

• Analyzed inventory trends and optimized stock levels
• Assisted planning and reporting
• Maintained data accuracy
• Improved internal processes

Customer Service Executive at Jazp.com (2021-01 – 2021-05)

Handled customer service and order processing

• Handled 50+ daily customer queries
• Resolved complaints maintaining high satisfaction
• Managed order processing and CRM updates

Bachelor of Computer Applications in Computer Applications – St. Antony's College (2014 – 2017)