Customer Experience Lead - ZATO Origin India Pvt Ltd - Ahmedabad, India
(2025-11 - 2026-03)
- Led customer experience operations for New Zealand pilot customers, driving onboarding, operational readiness, service delivery, issue resolution, and managing 5 direct reports through training, coaching, and performance management.
- Implemented and configured Zoho Desk from the ground up by establishing ticket workflows, automation rules, departments, routing logic, SLAs, email integrations, and scalable support processes.
- Partnered with Product, Engineering, QA, and Project Management teams to execute UAT, release validation, regression testing, defect reporting, and production readiness activities that improved product quality and customer experience.
- Built and standardized the end-to-end support operating model by creating SOPs, user manuals, FAQs, knowledge base articles, KT frameworks, ticket handling guidelines, and operational documentation that improved service consistency and team readiness.
- Led cross-functional execution by partnering with Product, Engineering, QA, and Customer Success teams to resolve operational blockers, prioritize customer requirements, optimize support workflows, and drive continuous process improvements.
Customer Success Manager - DPA Smartcloud IFSC Private Limited - Gift City
(2024-02 - 2025-07)
- Increased product adoption by 30% and reduced churn by 15%, maintaining up to 90% enterprise retention through optimized onboarding, proactive account management, health monitoring, QBRs, and upsell initiatives.
- Led end-to-end implementation of AI-powered SaaS and no-code ETL solutions, translating business requirements into scalable workflows and data pipelines.
- Managed and coached 4 direct reports, providing training, KT, process guidance, and performance coaching to improve team productivity and delivery quality.
- Led cross-functional delivery across Product, Engineering, QA, Data Engineering, and CS, driving execution, UAT, and release readiness.
- Designed, tested, and supported enterprise ETL workflows using connectors for SQL, APIs, JSON, Snowflake, Oracle, Azure Blob Storage, and AWS S3 to automate customer processes.
- Built implementation playbooks, SOPs, KT frameworks, checklists, and knowledge bases to standardize delivery and accelerate onboarding.
- Partnered with Product and Engineering to resolve production issues, validate features, prioritize feedback, and improve product quality.
Support Specialist - Revolut Operations India Private Limited - Ahmedabad, India
(2023-06 - 2024-02)
Revolut provides financial services and products
- Onboarded 100+ clients from USA, Australia and New Zealand via chat/email, delivering platform training for seamless adoption.
- Managed customer relationships and issue resolution while maintaining 98% service accuracy.
- Resolved 50+ weekly payment queries (cards, chargebacks, transactions) with 98% accuracy, supporting subscription renewal queries and driving continued engagement.
- Cut average response time by 25% and improved customer satisfaction by 20% through interpersonal skills and cross-team collaboration.
Senior Customer Support Specialist - TTEC India - Ahmedabad, India
(2020-09 - 2023-05)
TTEC provides customer experience technology and services.
- Managed high-volume customer relationships across US, Canada, Australia, and New Zealand markets while supporting and mentoring 8 junior team members through KT, process guidance, and day-to-day coaching.
- Improved customer retention through onboarding support and issue resolution.
- Solved 70+ weekly technical/non-technical escalations via chat/email for eBay clients across the US, Canada, Australia, and New Zealand.
- Streamlined client onboarding, guiding users through platform navigation, refunds, returns, and complaint resolution, and supporting account retention through better support flows.
- Increased retention by 80% and reduced escalations by 38% through workflow optimizations and knowledge base updates.
Senior Consultant - Cruxton Travel - Ahmedabad, India
(2019-01 - 2020-02)
- Trained 50+ travel clients on flight booking systems and provided post-training support for cancellations.
- Achieved 100% satisfaction by resolving queries across time zones with personalized service; maintained responsibility for client follow-ups.
- Secured 85% client loyalty through regular check-ins and relationship-building strategies tailored to manage client relationships.
Assistant Manager - HDFC Bank - Ahmedabad, India
(2016-07 - 2018-06)
- Managed onboarding of customers and cross-selling of financial, insurance products, increasing banking product adoption by 35%.
- Educated clients on digital banking tools and guided them through the use of online platforms to improve customer experience.
- Managed and coached a 2-member team, providing training, process guidance, KT, and performance support to improve execution and customer service.
- Delivered 100% client service, settled operational queries, and conducted business review meetings to assess satisfaction and identify upsell opportunities.
Analyst - S&P Global - Ahmedabad, India
(2015-07 - 2016-06)
S&P Global provides financial market intelligence
- Analyzed financial data and produced 12+ monthly reports for the Asian Insurance sector, supporting strategic decision-making.
- Conducted comprehensive data analysis to identify growth insights and support business strategy.
