Ramya Shetty

Customer Experience leader with 8+ years of progressive expertise spanning frontline CX, team leadership, quality audits, escalation management, SOP development, and training — built across high-growth consumer tech startups. Proven ability to lead and scale CX teams, drive measurable improvements in CSAT and resolution rates, and build the operational playbooks that keep customer experience consistent at scale. Fluent in Hindi, English, Kannada, Tamil, and Telugu — enabling genuine, clear communication with SME customers across India.

Track record of handling high-risk escalations, reducing refund rates, and coaching teams to consistently perform above quality benchmarks. Excited by the opportunity to bring this experience to Pice's CX function during a pivotal phase of growth in fintech and SME payments.

Head of Onboarding Operations at Loop.ai (2026-02 – Present)

• Own end-to-end customer onboarding operations, ensuring every new account moves from sign-up to billing with defined SLAs, quality benchmarks, and zero drop-offs across the journey.
• Build and maintain SOPs, escalation workflows, and onboarding playbooks that standardise the customer experience across all touchpoints and team members.
• Track and report on key CX metrics — onboarding TAT, activation rate, CSAT, and support response time — presenting weekly and monthly operational dashboards to leadership.
• Coordinate across Sales, Product, Tech, and Finance teams to resolve blockers, close process gaps, and deliver a seamless, consistent customer experience.
• Own billing coordination and customer communication at the final stage of onboarding, ensuring accuracy and swift resolution of any billing queries or disputes.

Team Lead — Customer Success at CureSkin (2019 – 2021)

• Led a CX team handling high-volume chat and call interactions, managing daily scheduling, shift planning, and workload distribution to ensure optimal team coverage and SLA adherence.
• Conducted structured quality audits reviewing a minimum of 5 calls and chats per team member weekly — providing actionable, evidence-based coaching and corrective action plans that drove consistent quality improvement.
• Monitored team performance against CSAT, resolution rate, AHT, and adherence metrics; prepared and shared structured performance reports with leadership on a regular basis.
• Personally handled high-risk escalation and refund cases, successfully retaining dissatisfied customers while protecting business revenue — recognised with the CureSkin Escalation Champion award.
• Reduced refund rates by diagnosing recurring root causes through data and audit patterns, updating team SOPs, and implementing targeted retraining to prevent recurrence.

Training Manager at CureSkin (2023 – 2024)

• Promoted to lead organisation-wide training operations — designed and owned training strategy, planning, execution, and effectiveness measurement for CX, Sales, Medical, and Operations teams.
• Built and standardised SOPs, CX playbooks, training decks, assessments, and a central knowledge repository — the single source of truth for all team processes and quality standards.
• Conducted Training Needs Analysis (TNA) to identify performance gaps; designed targeted refresher and retraining programs that directly contributed to lower refund rates and improved CSAT.
• Collaborated with Quality, Operations, and Product teams to ensure training content stayed current with process changes — keeping the frontline team equipped to handle evolving customer needs.
• Managed training calendars, certification tracking, and compliance MOMs, ensuring all team members met operational benchmarks consistently.

Process Trainer at CureSkin (2021 – 2023)

• Delivered end-to-end Customer Support training covering: Call & Chat Quality, AHT (Average Handling Time) optimisation, call etiquette, escalation handling, Do's & Don'ts, and call transfer protocols — directly building the skills Pice's CX team needs.
• Trained E-commerce and Operations teams on billing processes, return/refund handling, and financial concepts, building team confidence in explaining financial transactions clearly to customers.
• Proactively worked with cross-functional managers to identify training gaps and update materials in real time, ensuring training always reflected the current operational and product reality.
• Conducted retrainings based on quality audit findings and new process updates, with targeted sessions that produced measurable improvement in team quality scores.

Service Automation Specialist & Lead Treatment Delivery Analyst at CureSkin (2024 – 2025)

• Analysed user feedback and support interaction patterns to identify recurring customer pain points, operational gaps, and improvement opportunities — presenting structured findings to Product and Operations.
• Designed AI-driven decision trees and structured customer interaction flows, ensuring consistent, high-quality responses across large customer volumes without proportional increase in headcount.
• Partnered with Engineering, Product, and Medical teams to automate workflows and reduce manual effort, improving turnaround time and freeing team capacity for complex customer interactions.

Customer Success Specialist at CureSkin (2018 – 2019)

• Managed high-volume inbound chat and call support, resolving customer issues across orders, billing, refunds, escalations, and product queries with a strong focus on first-contact resolution.
• Conducted outbound retention calls to 5,000–10,000 discontinued users — demonstrating strong communication, empathy, and persuasion skills in difficult, high-stakes conversations.
• Tracked and escalated recurring customer issues to ensure process-level fixes were implemented — not just individual case resolutions — improving experience for future customers proactively.

BBA – Jain University

Pre-University in CS – Krupanidhi Pre University

SSLC – B. Mona High School