Head of Client Support & Onboarding at Property Stack

Define & execute Client Support & Onboarding Strategy: Develop scalable strategies to optimize client support and onboarding efficiency. Lead daily operations, escalate issues, and coordinate cross-functional teams to ensure timely resolutions. Standardize processes, implement automation tools, and drive customer satisfaction and retention.

Jr. Customer Care Manager at Daraz Kaymu Pvt. Ltd. (Alibaba)

Led and developed customer service agents; managed service level agreements; improved Net Promoter Score and CSAT; conducted root-cause analysis; streamlined onboarding and cross-functional collaboration to enhance customer experience.

Outbound Team Lead at Daraz Kaymu Pvt. Ltd. (Alibaba)

Directed outbound customer outreach; collaborated with product, sales, and engineering to optimize processes; implemented onboarding improvements; built and mentored a high-performing outbound team; tracked KPIs and minimized churn.

Center Lead at Smart Telecom Pvt. Ltd.

Oversaw call center operations; established service levels and performance standards; coordinated with product and engineering for issue resolution; mentored and managed frontline teams.

Call Center Supervisor at Rolling Plans Pvt. Ltd. (Ncell)

Managed daily call center operations; ensured adherence to SLAs; resolved customer inquiries and escalations; drove process improvements to boost efficiency and customer satisfaction.

Call Center Representative at Rolling Plans Pvt. Ltd. (Ncell)

Handled customer inquiries and online support; maintained consistent performance metrics; contributed to service level enhancements and customer satisfaction.

Call Center Representative at Shree Hari Devi Store (BPO)

Managed customer inquiries via phone; provided online support to subscribers; ensured timely resolutions and positive customer interactions.