Experience

Gameskraft

• India
• Computer Games
• 500 - 600 Employee

• Customer Experience Manager

  • Apr 2022 - Present

• Assistant Manager - Customer Strategy

  • Oct 2021 - Jun 2022



Pocket52

• India
• Computer Games
• 1 - 100 Employee

• CS Strategy Manager

  • Dec 2019 - Mar 2022

  • Setup and managed the CS function in a Start‑up environment (Social Media, Voice, Email & Chat Process Management). • Manage day‑to‑day planning, operations, and problem‑solving to meet the required service level components, standards, and set targets. • Defining & creating processes and procedures relating to CSO. • Handled KYC due diligence and client identification validation and managed the responsibility of a team of KYC analysts who perform comprehensive KYC checks. • Handled real‑time payments process. • Identifying training needs for the staff and ensuring training implementation for the specific process in order to ensure competency development across domain – operation and behavioral. • Monitoring daily dashboard/daily huddles/weekly SLA review with the team. • Worked closely with Tech, Operations, and Product team to build a help page to create a smooth water flow of customer grievances. • Worked with the product team for product and process development based on customer feedback and analysis of the problem statements. Show less



Alippo

• India
• E-Learning Providers
• 1 - 100 Employee

• CS-Operations Manager

  • Aug 2019 - Nov 2019

  • Manage day-to-day planning, operations and problem-solving for the team to meet the required service level components, standards, and the set targets. • People Management • Monitoring, coaching, and feedback, responsibility for delivery of the defined CE in every transaction • Recommendations for product and process development based on customer feedback and analysis of the same. • Conducting performance appraisals for the team. • Manage day-to-day planning, operations and problem-solving for the team to meet the required service level components, standards, and the set targets. • People Management • Monitoring, coaching, and feedback, responsibility for delivery of the defined CE in every transaction • Recommendations for product and process development based on customer feedback and analysis of the same. • Conducting performance appraisals for the team.



Swiggy

• Software Development
• 700 & Above Employee

• Operational Specialist

  • Sep 2017 - Jan 2019