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I'm Soujanya Venugopal, based in Bengaluru, with 7 years of leadership in operations, contact centre design and improvement, strategic planning, and process optimization. I have guided cross-functional teams to deliver customer experience improvements across NPS, CSAT, resolution times and First Contact Resolution, while aligning with organization-wide OKRs. I'm skilled at CRM strategy and implementation, Lean process improvements, escalation management, stakeholder management, and building scalable training and policy programs that drive efficiency and customer satisfaction across email, voice, and social channels.…I'm Soujanya Venugopal, based in Bengaluru, with 7 years of leadership in operations, contact centre design and improvement, strategic planning, and process optimization. I have guided cross-functional teams to deliver customer experience improvements across NPS, CSAT, resolution times and First Contact Resolution, while aligning with organization-wide OKRs. I'm skilled at CRM strategy and implementation, Lean process improvements, escalation management, stakeholder management, and building scalable training and policy programs that drive efficiency and customer satisfaction across email, voice, and social channels.

Soujanya Venugopal

Project Manager, Content Producer, Content Designer, +1

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I'm Soujanya Venugopal, based in Bengaluru, with 7 years of leadership in operations, contact centre design and improvement, strategic planning, and process optimization. I have guided cross-functional teams to deliver customer experience improvements across NPS, CSAT, resolution times and First Contact Resolution, while aligning with organization-wide OKRs. I'm skilled at CRM strategy and implementation, Lean process improvements, escalation management, stakeholder management, and building scalable training and policy programs that drive efficiency and customer satisfaction across email, voice, and social channels.…I'm Soujanya Venugopal, based in Bengaluru, with 7 years of leadership in operations, contact centre design and improvement, strategic planning, and process optimization. I have guided cross-functional teams to deliver customer experience improvements across NPS, CSAT, resolution times and First Contact Resolution, while aligning with organization-wide OKRs. I'm skilled at CRM strategy and implementation, Lean process improvements, escalation management, stakeholder management, and building scalable training and policy programs that drive efficiency and customer satisfaction across email, voice, and social channels.

Available to hire

I’m Soujanya Venugopal, based in Bengaluru, with 7 years of leadership in operations, contact centre design and improvement, strategic planning, and process optimization. I have guided cross-functional teams to deliver customer experience improvements across NPS, CSAT, resolution times and First Contact Resolution, while aligning with organization-wide OKRs.
I’m skilled at CRM strategy and implementation, Lean process improvements, escalation management, stakeholder management, and building scalable training and policy programs that drive efficiency and customer satisfaction across email, voice, and social channels.

Skills

CRM

Microsoft Office

Jira

Experience Level

CRM

Expert

Microsoft Office

Expert

Jira

Expert

Language

English

Advanced

Work Experience

Assistant Manager at Trell Experiences Pvt Limited | Social e-commerce

August 1, 2021 - Present

Review new opportunities based on customer VOC; design/redesign and develop strategic service offerings; develop and report key internal performance metrics; continually improve efficiency of policies; implemented end-to-end complaint resolution process with centralized metric governance; lead a team of 16 managing Trell’s email, voice, and social media support and CEO escalations.

Assistant Manager Sales & Loans at Girnarsoft Education Services Pvt Ltd | Online Admissions

October 1, 2019 - March 31, 2021

Contributed to 3,000 admissions across South India’s top universities; responsible for South Admissions and client management; designed campaigns and managed leads pan-India; trained and mentored strategy counselling team; played a major role in recruiting new employees.

Assistant Manager Customer Experience & Centre at CureFit Pvt Ltd

October 1, 2018 - October 31, 2019

Managed Cult South Cluster offline fitness chains in Bangalore; participated in acquiring new clients; engaged with walk-ins and prospective clients; handled member issues and assisted clients after the sales process.

Assistant Manager Customer Service at Concentrix Technologies Ltd

May 1, 2017 - October 31, 2018

Implemented customer acquisition strategies for banking products (credit cards, home loans, personal loans); conducted daily team meetings, weekly performance evaluations; enforced quality control, coaching, and training; facilitated cross-functional communication.

Senior Customer Support Executive | Subject Matter Expert at Aegis Ltd

July 1, 2015 - June 30, 2017

Coordinated with teams to provide one-on-one support; analyzed production metrics to optimize productivity; trained new hires; prepared performance improvement plans and updated process manuals.