Headline

Deputy Manager – Service Quality | Process Improvement | Audit & Root Cause Analysis | MIS & Performance Reporting

About

Professional with over 10 years of combined experience across customer service, administration, service quality, escalation management, audit monitoring, process improvement, and performance reporting and analysis. I started my career in a customer-facing role, where i gained experience in handling passenger queries and developed strong communication and problem solving skills in a fast-paced operational environment. Seeking to broaden my operational exposure, I transitioned into an administrative role where I supported day-to-day operational activities including staff coordination, operational documentation, reporting, and compliance-related processes that ensured smooth service operations. Currently, my role involves customer service and escalation handling, root cause analysis (RCA), MIS and performance reporting, contributing to improvements in customer experience and service quality across the business.

Location

Mumbai

Work experience

Deputy Manager - Customer Service at Kaya Limited, May 2024 - Present · 2 yrs 2 mos, Mumbai

Assistant Manager - Customer Service at Kaya Limited, Apr 2022 - May 2024 · 2 yrs 2 mos, Mumbai, Maharashtra, India

Senior Executive - Customer service at Kaya Limited, May 2019 - Apr 2022 · 3 yrs, Mumbai, Maharashtra, India

Customer Service Agent at Jet Airways, Apr 2015 - Apr 2019 · 4 yrs 1 mo, Mumbai, Maharashtra, India