Headline

Customer Operations Leader | Team Management | Escalation & CX Specialist | Process Improvement | FRT • ART • CSAT

About

Customer Operations and Support professional with 6+ years of experience driving customer experience, process optimization, team leadership, and operational excellence across e-commerce, fintech, and consumer electronics industries. Over the course of my career, I have built expertise in managing high-volume customer operations, handling critical escalations, leading teams, and creating scalable support processes that improve both customer satisfaction and business performance. Key highlights: • Improved first-time pickup success rate from 60% to 80% • Increased customer satisfaction score from 84% to 91% • Cleared 7,000 pending customer emails within 12 days • Improved Amazon product ratings from 2.6 to 3.8 • Led 10,000+ customer logistics operations • Built and scaled support processes including ONDC operations Currently exploring opportunities in Operations, Customer Experience, Team Leadership and Process Excellence.

Location

Shahadara

Work experience

Team Lead at Layers, Dec 2024 - Present · 1 yr 7 mos, Delhi, India, • Led a 7-member Customer Experience Team at Layers, focusing on enhancing customer interactions. • Developed comprehensive Standard Operating Procedures (SOPs) to streamline support processes. • Implemented proactive response strategies, significantly improving customer satisfaction and team performance. • Own FRT, ART, productivity and CSAT metrics • Cleared 7,000 pending emails within 12 days • Improved Amazon ratings from 2.6 to 3.8 • Collected and analyzed 3,000+ customer feedback responses • Led 10,000+ customer logistics operations

Senior Customer Service Executive at SBI Card, Apr 2025 - Dec 2025 · 9 mos, Gurugram, Haryana, India, • Managed inbound customer calls, addressing credit card inquiries including statements, chargebacks, and fraud confirmations. • Assisted customers in revoking cards to prevent unauthorized transactions while promoting additional products like personal loans and EMI options. • Developed strong communication and problem-solving skills, enhancing customer satisfaction and loyalty at SBI Card. • Handled customer escalations and performed root cause analysis for process improvement.

Senior Customer Service Executive at Snapdeal | AceVector Group, Oct 2023 - Apr 2024 · 7 mos, Gurugram, Haryana, India, • Developed strong client relationships by delivering exceptional product information and after-sale services. • Coordinated with management to enhance customer experience and resolve critical client issues via social media and LinkedIn. • Managed social media and grievance escalations, leading ONDC complaint operations. • Built KPI tracking workflows • Trained team members

Senior Customer Service Associate at Noise, Jun 2021 - Oct 2023 · 2 yrs 5 mos, Gurugram, Haryana, India, • Developed strong relationships with clients through effective communication and personalized service. • Provided comprehensive product information and after-sale support to enhance customer satisfaction. • Coordinated with management to continuously improve customer experience and exceed performance targets. • Successfully managed inquiries from critical clients via LinkedIn, social media, and other platforms. • Improved pickup success rate from 60% to 80% • Expanded Tier 2/3/4 service coverage • Improved CSAT from 84% to 91% • Implemented QC processes

Sales Associate at Equitas Small Finance Bank, Feb 2020 - Jan 2021 · 1 yr, Delhi, India, • Developed strong relationships with clients through personal contacts, meetings, and effective communication. • Provided detailed product information to customers, facilitating successful sales and cross-selling opportunities. • Coordinated with management to achieve sales targets while consistently reviewing performance to exceed expectations.

Education

Master of Business Administration, Data Science, Manipal University Jaipur

Master's degree, Business/Commerce, General, Indira Gandhi National Open University