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Analytical, customer-focused strategy professional with 7+ years of experience across customer experience, commercial strategy, large-project operations, and process optimization. Skilled in building scalable CX frameworks, designing data-backed workflows, driving cross-functional collaboration, and delivering structured insights that improve service quality, decision-making, and revenue outcomes. Adept at transforming ambiguous problems into clear, functional strategies and executing them end-to-end with precision.…Analytical, customer-focused strategy professional with 7+ years of experience across customer experience, commercial strategy, large-project operations, and process optimization. Skilled in building scalable CX frameworks, designing data-backed workflows, driving cross-functional collaboration, and delivering structured insights that improve service quality, decision-making, and revenue outcomes. Adept at transforming ambiguous problems into clear, functional strategies and executing them end-to-end with precision.

Nayonika Sengupta

Content Creator, Brand Strategist, Marketing Strategist, +3

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Analytical, customer-focused strategy professional with 7+ years of experience across customer experience, commercial strategy, large-project operations, and process optimization. Skilled in building scalable CX frameworks, designing data-backed workflows, driving cross-functional collaboration, and delivering structured insights that improve service quality, decision-making, and revenue outcomes. Adept at transforming ambiguous problems into clear, functional strategies and executing them end-to-end with precision.…Analytical, customer-focused strategy professional with 7+ years of experience across customer experience, commercial strategy, large-project operations, and process optimization. Skilled in building scalable CX frameworks, designing data-backed workflows, driving cross-functional collaboration, and delivering structured insights that improve service quality, decision-making, and revenue outcomes. Adept at transforming ambiguous problems into clear, functional strategies and executing them end-to-end with precision.

Available to hire

Analytical, customer-focused strategy professional with 7+ years of experience across customer experience, commercial strategy, large-project operations, and process optimization. Skilled in building scalable CX frameworks, designing data-backed workflows, driving cross-functional collaboration, and delivering structured insights that improve service quality, decision-making, and revenue outcomes. Adept at transforming ambiguous problems into clear, functional strategies and executing them end-to-end with precision.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Manager – Customer Experience & Strategy at TATA Power

January 1, 2025 - November 26, 2025

Established a comprehensive customer experience framework and coordinated CX initiatives across product and sales teams. Implemented real-time CX dashboards using CRM data to reduce escalations and improve service turnaround. Enhanced partner onboarding and support processes, driving measurable improvements in service quality and conversions.

Business Development – Strategic Accounts & Commercial Solutions at TATA Power

December 1, 2024 - December 1, 2024

Champed partnerships with over 20 large commercial clients, generating INR ~60 Cr in new business contracts across diverse sectors. Conducted market analysis and defined regulatory zones to enable entry into new regions and secure significant corporate contracts. Negotiated and finalized long-term commercial agreements with improved margins and risk controls; designed integrated digital and partner marketing campaigns that increased qualified leads.

Marketing & Brand Strategy Professional / CX Lead at Tata Power

January 1, 2023 - November 26, 2025

Recognized for customer experience impact with awards; led marketing and brand strategy initiatives; built a customer experience framework; created real-time CX tracking dashboards; improved service quality scores; streamlined partner onboarding and support processes; contributed to enterprise growth and award-winning initiatives.

Business Development – Large Projects & Enterprise Solutions at TATA Power

October 1, 2022 - October 1, 2022

Directed proposal strategy for large-scale projects, refining pricing and coordinating cross-functional efforts to raise win rates. Implemented automated document review tools to improve proposal accuracy and accelerate submission timelines. Forged partnerships with financiers, suppliers, and ecosystem partners to expand project categories and grow the pipeline.

Business Development – Large Projects & Enterprise Solutions at Tata Power

January 1, 2022 - January 1, 2022

Led business development for large projects and enterprise solutions; built CX-driven initiatives, dashboards, and processes to improve customer experience metrics; aligned CX KPIs with product and sales teams; contributed to revenue growth and large-project wins; established cross-functional collaboration to optimize pricing and contract outcomes.

Seller Support Specialist – Marketplace Operations at Amazon

May 1, 2018 - May 1, 2018

Managed a portfolio of 1,000+ US/EU seller cases monthly, maintaining 97%+ Customer Satisfaction through swift, high-quality resolutions. Streamlined VAT/compliance workflows and created unified SOPs that reduced case transfers. Authored Prime Day and Black Friday support guides, improving team resolution speed during peak periods and providing insights for content optimization.

Seller Support Specialist – Marketplace Operations at Amazon

January 1, 2018 - January 1, 2018

Built a customer experience framework that reduced service turnaround by 23% and escalations by 18% in one year; developed Power BI dashboards linking CRM and service data for real-time CX tracking; improved partner onboarding and support processes; led cross-functional collaboration to improve metrics and revenue.