Shilpa Batkamonal

Customer-focused professional with strong experience in customer experience management, escalation handling, and payment retention across EdTech and service industries. Skilled in understanding customer pain points, resolving complex issues, performing root cause analysis, and implementing preventive actions to improve customer satisfaction and retention. Known for empathy, clear communication, and process improvement.

Customer Experience – Payment Retention & Escalation Executive - NxtWave Disruptive Technologies - Hyderabad

(2025-06)

• Handle customer concerns related to payments, subscriptions, and service continuation.
• Engage with customers intending to discontinue services, understand their issues, and provide suitable resolutions to improve retention.
• Manage high-priority and sensitive escalation cases, ensuring timely and satisfactory resolution.
• Analyze escalation trends to identify recurring customer pain points.
• Recommend preventive and corrective actions to reduce repeat complaints and escalations.
• Coordinate with internal teams to deliver seamless customer support.
• Maintain accurate documentation of customer interactions, resolutions, and insights.

Customer Experience & Quality Analyst - Zoi Hospitals Pvt Ltd - Hyderabad

(2023-11 - 2025-05)

• Handled patient and customer feedback to improve service experience.
• Coordinated with internal departments to resolve service-related complaints.
• Analyzed feedback trends and suggested improvements in customer journey.
• Supported documentation, reporting, and service quality standards.
• Assisted in training staff on service protocols and customer interaction best practices.

Customer Experience Analyst - Teleperformance - Hyderabad

(2022-06 - 2023-08)

• Monitored and analyzed customer behavior using KPIs to assess engagement and satisfaction.
• Identified trends and provided actionable insights to improve service delivery.
• Ensured data accuracy, transparency, and proper documentation.

MBA - Finance - Mahaveer Institute of Science & Technology (2020)

B.Com - Computers - Sindhu Degree Women's College (2018)