Ankita Joshi

SteamPRO Customer Success Lead

• Designed and implemented SOPs for both the sales and operations teams to ensure standardization and eliminate process gaps.
• Led the creation and analysis of a structured feedback system to drive data-backed improvements in service delivery.
• Developed and launched customer engagement campaigns that improved customer happiness and repeat engagement.
• Resolved a high-risk complaint that threatened to cancel a key client contract. Conducted a root cause analysis, collaborated with cross-functional teams, and delivered a resolution within the defined TAT, saving approximately ₹6L in recurring revenue.
• Excellent communication skills, both verbal and written.

Axis Bank – Assistant Manager, Retail Operations & Customer Success

• Oversaw daily retail banking operations and implemented proactive customer engagement strategies.
• Led a team responsible for customer grievances, ensuring adherence to RBI compliance and resolution SLAs.
• Developed training modules and conducted workshops for staff on updated customer service protocols.
• Monitored performance metrics to ensure continuous improvement in service quality and compliance.

CARS24 Customer Experience Grievance Lead

Nov 2021 – July 2023 | Gurgaon, India

• Built and led the customer grievance management system for UAE-based customers.
• Developed SOPs for recurring complaint handling, integrated Zendesk and Ziwo for centralized support tracking.
• Conducted customer journey mapping and pain point analysis, implementing strategic service enhancements.
• Spearheaded onboarding for third-party vendors and monitored billing accuracy and service delivery.
• Extracted and analyzed reports from Salesforce and Zendesk to identify root causes of dissatisfaction.rates.
• Retrieve reports from salesforce and zendesk in order to analyze the data and work on the reports to enhance the overall customer experience.
• Maintained data integrity for reporting and analysis.

EXL Services Pvt. Ltd. – Senior Executive, Invoicing

• Managing healthy relationship with the clients by providing prompt services and solutions.
• Need analysis of client and assuring timely payments.
• Detailed discussion on the process to minimize errors and gaps.
• Prompt response for healthy relationship with client.
• Worked on NPS data to enhance overall performance.
  Developing and implementing contingency plans for handling emergencies or service disruptions.
• Ensuring the team is prepared to handle crises and unexpected situations effectively

• Manage and respond to customer inquiries via phone promptly and professionally.
• Resolve customer issues and complaints with a focus on providing solutions that exceed expectations.
• Collaborate with cross-functional teams to address complex customer concerns and ensure a seamless customer experience.
• Utilize CRM software to maintain accurate customer records and track interactions.
• Rendering Effective Support in delivering all the transaction relevant to Retail and Corporate Clients.
• Contribute to projects requirements and process enhancements wherever required.
• Escalation management.
• Process electronic payments for motor invoices in accordance with SLA s & agreed TAT.
• Developed a systematic and user-friendly feedback mechanism, allowing customers to provide insights on their experiences through various channels, including surveys, emails, and social media.
• Implemented robust data analysis procedures to extract meaningful insights from customer feedback.
• Leveraged the feedback data to proactively address common customer issues and pain points.
• Developed and executed a communication strategy to inform customers about the changes made in response to their feedback, fostering a sense of transparency and trust.