Maria Mendis

I help consumer tech companies scale CX operations through AI automation and process transformation. At JioSaavn (100M+ users), built the CX function from the ground up with full P&L ownership, delivered Rs. 13Cr+ revenue impact, 85% ticket deflection, and 90% CSAT while reducing team size by 54% and cutting vendor costs by Rs. 2Cr+. Led M&A integration, board-level strategy, and developed 10+ direct reports with a 63% promotion rate.

Head of CX (Senior Manager, Audience Experience) - JioSaavn (Reliance Industries) - Mumbai

(2016-11 - 2024-10)

• Revenue & P&L: Owned Rs. 13Cr+ in total impact, including Rs. 4Cr+ from new launches (Family, Duo, JioTunes), Rs. 7Cr+ from renewals, and Rs. 2Cr+ retained via 25% churn reduction.
• Vendor Management & Negotiation: Renegotiated Rs. 2Cr+ in vendor contracts at 35–50% cost reductions without service impact.
• Operations & Workforce Transformation: Drove CSAT 50→90%, SLA 50→95%, FRT 30+ to 9hours for email and 1 hour for social and 75%+ cost-per-contact reduction. Automated query resolution under 3 minutes against a 30-day manual baseline while maintaining 95% in QA. Used Tymeshift WFM to restructure the team from 13→5 (54%)
• AI & Workflow Automation: Applied Lean Six Sigma (DMAIC) to design and build an AI chatbot and ticket-classification model from scratch (Hackathon 2nd Place). Achieved 85% ticket deflection, cut backlog from 80K→20K, saved Rs. 3Cr/year, and avoided 15 hires.
• Data Analysis: Built the customer health score framework with real-time dashboards adopted across CX, Product, Content, and Subscription. Ran monthly CSAT, sentiment, and cohort analyses for 100M+ users and presented to senior leadership directly.
• Retention & Loyalty: Ran loyalty and recovery interventions across 6,000+ high-risk accounts; VOC programmes built here became the org-wide standard.
• Quality & Knowledge Management: Built internal KM centres, FAQs, SOPs, and a QA/QC framework with a 95% quality threshold; both QA and the proactive QC team reported directly to the CEO.
• Crisis & Service Recovery: Designed the service recovery framework end-to-end, covering escalation pathways, fix timelines, and cross-functional coordination. Maintained 90% uptime through pandemic surges and a cyberattack with 75% cost savings.
• Strategy & Stakeholder Management: Directed 15+ programmes, including Freshdesk→Zendesk migration, org-wide Jira rollout, GDPR/CCPA, and Saavn–Jio M&A, delivered on time with zero customer disruption across 100M+ users. Authored 50+ board-approved BRDs; presented QBRs, MBRs, and annual strategy to CEO, board, and investors.
• Leadership & People Development: Managed 9 direct reports; coached 15+ into senior roles with a 63% internal promotion rate and 40% retention improvement. Cut onboarding from 90 days to 30 through structured mentorship and documentation.

Customer Experience Associate - Crowdfire - Mumbai

(2015-04 - 2016-08)

• Ran omnichannel support across email and social channels, channelled user feedback into product decisions, and led pre-release testing and community engagement programmes.

BA - Sociology & Anthropology - St. Xavier's Autonomous College, Mumbai (2015)