Headline

Scaling Customer Experience & Operations at ZEISS VisioGen | Building Atithie | Ex-Amazon

About

Over 6+ years, I have shaped customer experiences that scale and built products rooted in real user needs where I focused on designing customer journeys, leading high-performing teams, and streamlining processes for measurable impact. My expertise spans customer experience design, product development, and operational excellence, with a strong track record of turning insights into solutions that improve lives. At the intersection of CX, product, and growth, I focus on driving experiences that feel intuitive and scalable.

Location

Bengaluru

AI stack

claude code

claude

deepmind

lovable

notion

perplexity

Work experience

Customer Experience & Operations Manager at ZEISS VisioGen, Apr 2026 - Present · 5 mos, India, • Led Clinical Operations for VisioGen, ZEISS’s AI-powered patient engagement platform, driving operational performance across U.S. ophthalmology clinics. • Built and scaled operational frameworks covering workforce planning, performance management, quality assurance, coaching, and escalation management. • Designed SOPs, operational playbooks, QA frameworks, and review mechanisms to standardize clinical operations and improve service quality. • Built executive-facing dashboards and reporting frameworks to provide real-time visibility into operational performance, quality, capacity, and escalations. • Led cross-functional initiatives across Clinical Operations, Commercialization, Product, and Technology to support clinic onboarding, operational readiness, and scale. • Led the Data Analytics function, driving Power BI dashboards, data reporting, performance analytics, and data-driven insights for operational and leadership decision-making.

Customer Experience Manager at Elevate Now, Sep 2025 - Apr 2026 · 8 mos, Bengaluru, Karnataka, India, • Spearheaded the Escalations function, building the team from the ground up and defining its charter, processes, and success metrics • Scaled the team to 20+ Escalation Specialists and 2 Team Leads, driving efficient handling of high-priority cases • Designed and implemented end-to-end escalation workflows using Freshdesk, improving routing, prioritization, and resolution timelines • Established SLA frameworks, defining response and resolution benchmarks aligned with customer expectations and business goals • Built and maintained real-time SLA dashboards to track performance, identify bottlenecks, and enable data-driven decision making • Introduced workflow automations to reduce manual effort, improve turnaround time, and ensure consistency in escalation handling • Led team management, including performance tracking, coaching, and capacity planning to maintain high service quality • Collaborated cross-functionally with Product, Tech, and Operations teams to resolve critical issues and enhance overall customer experience • Analyzed escalation trends to identify recurring pain points and translated insights into actionable improvements • Standardized escalation processes, documentation, and communication frameworks to ensure scalability and clarity • Improved resolution efficiency and reduced turnaround times through continuous process optimization

Assistant Customer Experience Manager at smallcase, Sep 2023 - Aug 2025 · 2 yrs, Bengaluru, Karnataka, India, • Redesigned and optimized support processes, reducing response time and improving overall team efficiency. • Led a team of associates, providing mentorship, performance feedback, and fostering a culture of ownership and accountability. • Established and scaled inbound/outbound call support operations, ensuring high-quality service delivery and customer satisfaction. • Partnered with product, operations, and tech teams to address recurring customer pain points and improve service offerings. • Implemented metrics and dashboards to track KPIs, identify bottlenecks, and drive continuous process improvements. • Designed strategies to proactively resolve escalations and enhance customer loyalty, leading to measurable improvement in retention rates.

Product Specialist (Tickertape) at smallcase, Sep 2021 - Sep 2023 · 2 yrs 1 mo, Remote, • Teamed up with associates to deliver high-quality customer support, ensuring smooth resolution of complex queries while maintaining excellent customer satisfaction standards. • Collaborated with product managers, design, and engineering teams to provide user insights from frontline interactions, directly shaping product roadmaps and feature improvements. • Designed and streamlined customer workflows and SOPs, improving operational efficiency and consistency in query handling. • Acted as a bridge between customers and product teams, advocating for user needs and ensuring feedback was incorporated into product iterations. • Trained, mentored, and upskilled team members on product knowledge and customer engagement best practices, fostering a culture of learning and ownership. • Contributed to retention and engagement initiatives by identifying user pain points and proposing solutions that enhanced overall product experience.

Escalations Specialist at Amazon, Sep 2020 - Aug 2021 · 1 yr, Remote, • Handled high-priority customer escalations with ownership, ensuring swift resolution of complex issues while upholding Amazon’s customer-first principles. • Collaborated cross-functionally with operations, product, and tech teams to deep-dive into root causes, driving both immediate fixes and long-term improvements. • Streamlined escalation workflows by identifying process gaps and proposing solutions, which reduced resolution time and improved overall customer satisfaction. • Acted as a liaison between customers and leadership teams, presenting insights from escalations to influence process enhancements and policy updates. • Mentored and supported associates in managing sensitive cases, strengthening the team’s ability to handle high-stakes customer interactions effectively. • Contributed to a culture of continuous improvement, using data and customer feedback to highlight recurring issues and influence upstream changes in tools and processes.

Education

Bachelor's degree, Microbiology, Bharathiar University