Manish Karkhanis profile photo 1 on Tal

Manish Karkhanis

25+ Yrs of Making Customers Feel Heard | CRM, Escalation & Service Strategy Across Industries

Mumbai

5+ years of work experience

GenSxty Tribe
Mar 20251 yr 4 mosPresent

Mumbai

As Head of Customer Support & Events at GenSxty Tribe, I lead a passionate team dedicated to delivering empathetic, efficient, and personalized experiences to our senior community. From building robust support processes to designing meaningful engagement touchpoints through events, I ensure every interaction reflects the brand’s commitment to dignity, care, and community. My role bridges service excellence and emotional connection.
Gen S Life
Mar 20251 yr 1 moMar 2026

Set up and streamline call center operations and processes, including escalation metrics, quality benchmarks, and reporting structure. Managed and mentored a multi-member customer support team, boosting services standards. Monitored call quality and implemented feedback -driven improvements. Designed and executed outreach strategies that increased subscriber base by ~109% in one year. Led online and offline events driving engagement and retention. Increased number of online events by 80% month on month through strategic scheduling, audience analysis and content diversification. Presentations to business for enterprise sales.
Zepto
Mar 20241 yr 6 mosAug 2025

Led a team of social media specialists to resolve customer escalations and maintain high standards of online service response. Conducted root cause analyses and developed Standard Operating Procedures (SOPs) focused on Corrective and Preventive Actions (CAPA). Prepared and presented MIS reports and analytics to senior management, providing strategic insights on performance trends.
Zepto
Mar 20243 mosMay 2024

Mumbai, Maharashtra, India

NDW Group
Jun 20241 yrMay 2025

Mumbai, Maharashtra, India

CRM :Lead the development, execution, and optimization of CRM strategies to enhance customer relationships Manage and optimize the CRM platform to ensure efficient lead management, client segmentation, and accurate reporting. Analyze customer data to identify trends, preferences, and opportunities for cross-selling and upselling Collaborate with sales and marketing teams to design targeted campaigns for prospective home buyers, tenants, and investors. Collection of payments as per slab from owners Issuance of various required documents as per need Facility Management: Oversee day to day operations related to Facility management for Proxima Residency. Coordinate all aspects of facility maintenance, including preventive maintenance, repairs, and cleaning for common areas, ensuring a safe and clean environment for residents. Develop and manage the cooperative’s annual facility management budget, prioritizing expenditures based on needs and ensuring cost-effective operations. Supervise a team of 5 maintenance staff and contractors, providing direction and ensuring tasks are completed on schedule and within budget. Organize facility inspections and ensure compliance with safety, health, and environmental regulations for all buildings and common areas. Coordinate with board members and residents to address facility-related concerns and implement improvements to meet their needs. Develop and maintain strong relationships with vendors and service providers, negotiating contracts to ensure the best value for the cooperative. Prepared and maintained operational schedules for cleaning, waste management, and maintenance services. MIS Reporting and Strategic Insights: Prepared and presented comprehensive Management Information System (MIS) reports with analysis to senior management, delivering insights on performance and trends.
IdeateLabs
Sep 20213 yrs 9 mosMay 2025

Mumbai, Maharashtra, India

An accomplished professional offering over 24 years of a successful career at different verticals in different capacities Excelled as a Result oriented individual, strong strategy management, contemporary customer service, and Good managerial skills

Education

college

Bachelor's degree, Marketing

college

19935 yrs1998
IES Holdings

High School Diploma

IES Holdings

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Headline

25+ Yrs of Making Customers Feel Heard | CRM, Escalation & Service Strategy Across Industries

About

An accomplished professional offering 25 years of a successful career in different verticals in different capacities Excelled as a Result oriented individual, strong strategy management, contemporary customer service, and Good managerial skills.

Location

Mumbai

Work experience

Head of Customer Support & Events at GenSxty Tribe, Mar 2025 - Present · 1 yr 4 mos, Mumbai, As Head of Customer Support & Events at GenSxty Tribe, I lead a passionate team dedicated to delivering empathetic, efficient, and personalized experiences to our senior community. From building robust support processes to designing meaningful engagement touchpoints through events, I ensure every interaction reflects the brand’s commitment to dignity, care, and community. My role bridges service excellence and emotional connection.

Head of Customer Support at Gen S Life, Mar 2025 - Mar 2026 · 1 yr 1 mo, Set up and streamline call center operations and processes, including escalation metrics, quality benchmarks, and reporting structure. Managed and mentored a multi-member customer support team, boosting services standards. Monitored call quality and implemented feedback -driven improvements. Designed and executed outreach strategies that increased subscriber base by ~109% in one year. Led online and offline events driving engagement and retention. Increased number of online events by 80% month on month through strategic scheduling, audience analysis and content diversification. Presentations to business for enterprise sales.

Senior Manager Customer Relationship Management at Zepto, Mar 2024 - Aug 2025 · 1 yr 6 mos, Led a team of social media specialists to resolve customer escalations and maintain high standards of online service response. Conducted root cause analyses and developed Standard Operating Procedures (SOPs) focused on Corrective and Preventive Actions (CAPA). Prepared and presented MIS reports and analytics to senior management, providing strategic insights on performance trends.

Manager-ORM at Zepto, Mar 2024 - May 2024 · 3 mos, Mumbai, Maharashtra, India

Senior Manager Customer Relationship Management at NDW Group, Jun 2024 - May 2025 · 1 yr, Mumbai, Maharashtra, India, CRM :Lead the development, execution, and optimization of CRM strategies to enhance customer relationships Manage and optimize the CRM platform to ensure efficient lead management, client segmentation, and accurate reporting. Analyze customer data to identify trends, preferences, and opportunities for cross-selling and upselling Collaborate with sales and marketing teams to design targeted campaigns for prospective home buyers, tenants, and investors. Collection of payments as per slab from owners Issuance of various required documents as per need Facility Management: Oversee day to day operations related to Facility management for Proxima Residency. Coordinate all aspects of facility maintenance, including preventive maintenance, repairs, and cleaning for common areas, ensuring a safe and clean environment for residents. Develop and manage the cooperative’s annual facility management budget, prioritizing expenditures based on needs and ensuring cost-effective operations. Supervise a team of 5 maintenance staff and contractors, providing direction and ensuring tasks are completed on schedule and within budget. Organize facility inspections and ensure compliance with safety, health, and environmental regulations for all buildings and common areas. Coordinate with board members and residents to address facility-related concerns and implement improvements to meet their needs. Develop and maintain strong relationships with vendors and service providers, negotiating contracts to ensure the best value for the cooperative. Prepared and maintained operational schedules for cleaning, waste management, and maintenance services. MIS Reporting and Strategic Insights: Prepared and presented comprehensive Management Information System (MIS) reports with analysis to senior management, delivering insights on performance and trends.

Sr.Manager-Operations and Commercials at IdeateLabs, Sep 2021 - May 2025 · 3 yrs 9 mos, Mumbai, Maharashtra, India, An accomplished professional offering over 24 years of a successful career at different verticals in different capacities Excelled as a Result oriented individual, strong strategy management, contemporary customer service, and Good managerial skills

Education

Bachelor's degree, Marketing, college

High School Diploma, IES Holdings