Customer Success Manager at FirstClub (2025-06 – 2026-01)
Led end-to-end customer experience operations for a fast-paced quick commerce startup, owning support strategy and execution.
- Built SOPs, macros, and playbooks to improve workflow efficiency, reduce handling time, and strengthen first-contact resolution.
- Built and maintained reports and dashboards to track service performance, escalations, and operational trends.
- Handled a team of 15, overlooking their performance, MIS and appraisals.
- Managed high-priority escalations across multiple channels for operational, product, and delivery issues.
- Coordinated with Operations, Product, and Business teams to close feedback loops and improve fulfillment SLAs.
Key Account Manager at Taqtics (2024-01 – 2025-05)
- Managed National and International Clients as their primary point of contact across onboarding, adoption, retention, and renewal support.
- Drove retention and improved NRR through proactive engagement, issue resolution, and relationship building.
- Created reports and dashboards for account tracking, performance visibility, and operational follow-up.
- Supported API configuration activities and coordinated with internal teams to ensure smoother platform setup and client usage.
- Partnered with Product and Operations teams to translate customer feedback into process and product improvements.
Senior Associate at Cuemath (2022-03 – 2023-08)
- Handled critical customer escalations with a strong focus on resolution quality and customer empathy.
- Created help articles and FAQs to reduce inbound ticket volume and improve self-service adoption.
- Shared customer insights with internal teams to improve support processes and customer experience outcomes.
Senior Associate / ORM Executive at Paytm & Swiggy (2019-07 – 2022-03)
- Resolved high-volume technical and service issues with speed, accuracy, and customer focus.
- Monitored and responded to real-time feedback on social media, coordinating with internal teams to protect brand sentiment.
- Supported operations in a fast-paced environment with strong SLA discipline and stakeholder coordination.
