Headline

Senior CX & Customer Success Professional | Salesforce · Zendesk · SLA/CSAT/NPS | 8+ Years | Open to Opportunities

About

With 8+ years across customer experience, CRM operations, and business development, I specialise in building high-quality support functions that directly impact retention, revenue, and customer satisfaction. I've managed 80–100+ daily interactions on Salesforce and Zendesk, consistently achieving 100% SLA and TAT compliance, 95%+ quality audit scores, and reducing AHT by 20% through SOP and knowledge base improvements. Beyond the metrics — I genuinely enjoy solving complex customer problems, mentoring junior agents, and transforming CX from a cost centre into a competitive advantage. What I bring to the table: ✔ End-to-end email and non-voice support operations ✔ Escalation handling and churn reduction strategies ✔ CRM management — Salesforce & Zendesk (advanced) ✔ CSAT, NPS, FCR, FRT, SLA — not just tracking but improving them ✔ Team mentoring, SOP creation, and knowledge base management ✔ Business development and B2B client relationship management Currently exploring Senior CX, Customer Success, or CRM Operations roles in Bangalore with growth-focused product or SaaS companies. 📧 nischitha0605@gmail.com | 📍 Bengaluru, Karnataka Let's connect if you're building a team that takes customer experience seriously.

Location

Bengaluru

Work experience

Senior Email Support Executive at Infosol Technosol, Jul 2023 - Mar 2026 · 2 yrs 9 mos, Bengaluru, Karnataka, India, Managed 80+ daily Salesforce email interactions across priority queues, consistently achieving 100% SLA and TAT compliance. Key Contributions: Resolved complex escalations end-to-end, improving CSAT scores by 15% and measurably reducing customer churn Sustained 95%+ quality audit scores through empathy-driven, brand-aligned email communication Eliminated recurring customer pain points through cross-functional collaboration, cutting repeat contact rate by 15% Maintained 99%+ Salesforce record accuracy across 1,000+ monthly cases, enabling real-time SLA reporting Identified at-risk accounts proactively and executed retention strategies that improved customer lifetime value by 25% Mentored 5+ junior agents, boosting team email quality scores by 30% within 6 months Authored SOPs and knowledge base updates, reducing team AHT by 20% across the support function Ranked Top Performer for CSAT, FCR, and quality audits across 8+ consecutive quarters 🛠 Tools: Salesforce CRM | Zendesk | Microsoft Excel | Google Workspace | Slack

Business Development Associate at Honeybee Marketing solutions, Nov 2019 - Apr 2023 · 3 yrs 6 mos, Bengaluru, Karnataka, India, Drove B2B lead generation, client retention, and revenue growth over a 3.5-year tenure, contributing to 50–65% overall business revenue growth. Key Contributions: Generated 50+ qualified B2B leads monthly through strategic outreach and client engagement Retained 90%+ of client portfolio through proactive relationship management, boosting repeat revenue by 40% Designed customised client solutions in collaboration with the sales team, fuelling a multi-crore revenue pipeline Executed 10+ integrated marketing campaigns quarterly, improving lead conversion rates by 35% Analysed 15+ competitor brands to strengthen market positioning and inform growth strategies Built Excel KPI dashboards using pivot tables and VLOOKUP, saving 3+ hours of manual reporting weekly Leveraged customer data insights to improve client outcome scores by 20% over tenure 🛠 Tools: Microsoft Excel (Advanced) | Google Workspace | Digital Marketing platforms

Relationship Manager at Matrimony.com Limited, Mar 2019 - Oct 2019 · 8 mos, Bengaluru, Karnataka, India, Managed end-to-end client relationships for a premium matrimony platform, focusing on satisfaction, retention, and revenue growth. Key Contributions: Managed 100+ client relationships, achieving 95%+ satisfaction and retention rates Achieved 40% sales growth within an 8-month tenure through upselling and relationship-led revenue management Reduced client churn by 20% through targeted loyalty and structured customer engagement strategies Coordinated across 3+ internal teams to ensure seamless, high-quality service delivery Converted 30% more prospects into long-term premium customers through personalised consultations

Operational Specialist at AXA BUSINESS SERVICES PVT LTD, Oct 2017 - Sep 2018 · 1 yr, Bengaluru, Karnataka, India, Handled insurance operations in a high-volume BPO environment, focusing on first contact resolution, SLA compliance, and team performance. Key Contributions: Handled 85+ daily customer interactions, achieving 98%+ First Contact Resolution for insurance policy renewal queries Maintained 99% Salesforce record accuracy across 1,000+ monthly cases for seamless SLA compliance Resolved 100% of escalated complaints within SLA — zero policy-breach track record maintained Delivered tailored customer solutions, improving conversion rates by 25% Drove 65% team sales performance improvement through proactive customer handling and issue resolution 🛠 Tools: Salesforce CRM | Microsoft Excel | Ticketing Systems

Education

Graduation (B. Com), Nehru Memorial College Sullia

High School Diploma, SJM