---
title: "Ketaki Shinde - Head of Customer Experience in Mumbai Metropolitan Region | Tal"
description: "Meet Ketaki Shinde, Experienced Customer Service Leader | Driving Excellence in Customer Experience and Operational Efficiency | Skilled in setting up Customer Support Teams, Process Improvement & Team Management based in Mumbai Metropolitan Region."
image: "https://tal.club/meet/ketaki-3/share-image"
---

# Ketaki Shinde on Tal

## Headline

Experienced Customer Service Leader \| Driving Excellence in Customer Experience and Operational Efficiency \| Skilled in setting up Customer Support Teams, Process Improvement & Team Management

## About

With a proven track record in operations management, customer service excellence, and team leadership, I am a dynamic professional dedicated to driving efficiency, fostering innovation, and delivering exceptional results\. Over the years, I have honed my skills in managing complex operations, handling customer escalations, and implementing process improvements to enhance organizational performance\. My experience spans across diverse industries, from e\-commerce and logistics to real estate and hospitality\. As a strategic thinker with a passion for problem\-solving, I thrive in fast\-paced environments where I can leverage my expertise to overcome challenges and drive sustainable growth\. Whether it's optimizing workflows, training and developing teams, or enhancing customer experiences, I am committed to achieving excellence in every endeavor\. My journey has equipped me with a unique blend of leadership, communication, and analytical skills, allowing me to effectively collaborate across departments and drive cross\-functional initiatives\. I am fluent in English, Hindi, Marathi, and have a basic understanding of French\. I am now seeking new opportunities to contribute my expertise and leadership skills to an organization that values innovation, teamwork, and continuous improvement\. Let's connect and explore how we can collaborate to achieve our goals together\.

## Location

Mumbai Metropolitan Region

## Work experience

Head of Customer Experience at THOB, Jul 2024 \- Present · 2 yrs 1 mo, Mumbai, Maharashtra, India

Customer Care Manager at BauBax Lifestyle LLC, Jul 2016 \- Aug 2023 · 7 yrs 2 mos, Mumbai, Maharashtra, India, Successfully addressed customer escalations by implementing innovative solutions tailored to individual needs\. Proactively identified and rectified operational inefficiencies, ensuring seamless workflow\. Enhanced organizational efficiency by updating and standardizing process documentation, complemented by comprehensive training sessions\. Proficiently managed helpdesk operations using Zendesk, Shopify, and Re\-amaze platforms\. Generated insightful reports to optimize performance and minimize refunds/chargebacks\. Streamlined workflows through automation initiatives within Zendesk and Reamaze platforms\. Effectively coordinated employee schedules across India and the Philippines to ensure round\-the\-clock coverage\. Overseeing team performance by monitoring CSAT scores to uphold high levels of customer satisfaction\. Demonstrated a commitment to continuous improvement through comprehensive training and development programs\.

Operations Manager at LoveLocal, Nov 2015 \- Jun 2016 · 8 mos, Mumbai, Maharashtra, India, Lead operations across customer care and logistics, leveraging best practices to enable business to achieve scale and efficiency targets while enhancing customer experience Oversee logistics management, customer support services and vendor relations, ensuring adherence to budget forecasts and quality experiences Document and train staff on processes through effective written and spoken communication Liaise with data, technology and HR and training teams to ensure worldclass operations delivery Understand customer needs and priorities to carry out operational planning and to set, execute and deliver upon expectations with timeliness and quality Identify improvement areas and suggest and execute upon process changes through keen understanding of business data analysis that spans across customer needs, operational processes and metrics Develop vendor management procedures that consider relationship management and ensuring the best quality service/product at the best price with consistent standards Forecast, hire and train as needed for customer support and logistics, while creating the career plans for these areas Improve productivity and cost effectiveness through development of robust and effective operational best practices

City Head \- Pune at LocalBanya, Mar 2015 \- Oct 2015 · 8 mos, Directed Pune operations encompassing warehousing, logistics, and team training to minimize returns and optimize efficiency\. Orchestrated marketing, administrative, financial, and HR functions to drive expansion of product offerings and customer base\.

Customer Support Manager at LocalBanya, Dec 2013 \- Mar 2015 · 1 yr 4 mos, Oversaw daily customer support operations, including recruitment, training, and management of staff\. Resolved escalations to ensure customer satisfaction Conducted quality checks, and analyzed customer issues to drive continuous improvement\. Collaborated with the Customer Operations team and internal departments to strategize and execute innovative process changes, enhancing operational efficiency and customer satisfaction\. Ensured adherence to departmental SOPs and maintained comprehensive documentation for customer support\. Designed and implemented improved processes and policies\. Provided recommendations for website, product, feature, or service enhancements to meet customer needs\. Fostered relationships with internal department heads to streamline communication and cooperation\. Conducted training sessions for new hires and ongoing refresher training for the team, including training for on\-field delivery personnel\.

Customer Relations Executive at DB Realty Ltd, May 2010 \- Nov 2013 · 3 yrs 7 mos, Mumbai, Maharashtra, India

## Education

Bachelor's degree, Economics, Ramnarain Ruia College \- Mumbai

[View the original profile](https://tal.club/meet/ketaki-3)

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