Apoorva Nayal
Bangalore
Summary
Operations and program excellence professional with over 7 years of experience in driving large-scale initiatives focused on customer experience, process improvement, and automation in tech and healthcare sectors. Expertise in leading cross-functional teams and optimising support operations through data-driven strategies that enhance efficiency and reduce costs. Demonstrated success in implementing chatbots and managing CRM transitions, utilizing tools such as SQL, Power BI, and Minitab to achieve measurable results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Process Excellence Manager
Connect and Heal
Bangalore
02.2025 - Current
- Spearheaded development and implementation of AI-powered voice bots to lower contact rates and enhance customer experience.
- Led automation initiatives across operations, improving efficiency and minimizing manual intervention.
- Drove process improvement efforts within Learning & Development function, streamlining workflows and maximizing training effectiveness.
- Designed and standardised SOPs to ensure consistency and operational excellence across departments.
Assistant Manager – Program Excellence
Simpl
Bangalore
10.2021 - 01.2024
- Led expansion of customer support team from 22 to over 100 members, managing recruitment and training processes.
- Pioneered initiatives that reduced Contact Rate from 15% to 2% via chatbot automation and workflow enhancements.
- Transitioned from Zendesk to Freshdesk CRM, achieving annual savings of ₹5.8 million.
- Established and directed Escalation Desk, decreasing average resolution time from over 80 hours to 60 hours.
- Designed in-house chatbot flows, automating approximately 80% of routine support tasks.
- Enhanced process efficiency and reporting through automated dashboards and KPI alignment.
Team Lead – Customer Support
Simpl
Bangalore
06.2020 - 10.2021
- Managed 22-member email support team to achieve high customer satisfaction (CSAT) ratings.
- Monitored and enhanced CSAT, first response time (FRT), and resolution quality metrics.
- Established feedback loops for relaying user insights to product and operations teams.
Associate – Customer Experience & Feedback
Simpl
Bangalore
02.2019 - 06.2020
- Collected and analysed customer feedback via emails, calls, and NPS surveys.
- Collaborated with the product team to drive data-driven roadmap improvements.
Senior Associate Executive
Cognizant Technology Solutions
Bangalore
03.2016 - 12.2018
- Collaborated on strategic project with Wellington Management to enhance operational outcomes.
- Developed code in SQL, PL/SQL, UNIX, and Linux for critical business applications.
- Monitored and managed daily backend job schedules to ensure timely execution.
- Optimized SQL queries to improve data processing efficiency.
- Maintained client communications to align on deliverables and resolve issues.
Education
B.Tech - Electrical, Electronics And Communications Engineering
Vellore Institute of Technology
Vellore08-2015
Skills
- Operational excellence and process improvement
- Customer experience strategy
- Team leadership and management
- Contact rate reduction and automation
- CRM platforms: Zendesk, Freshdesk
- Chatbot design and workflow automation
- Data analysis Minitab, Power BI
- SOP design and implementation
- JIRA and Agile methodologies
- L&D operations optimization
- Escalation management
Certification
Six Sigma Green Belt Certification
KPMG – 2025
Timeline
Process Excellence Manager
Connect and Heal
02.2025 - Current
Assistant Manager – Program Excellence
Simpl
10.2021 - 01.2024
Team Lead – Customer Support
Simpl
06.2020 - 10.2021
Associate – Customer Experience & Feedback
Simpl
02.2019 - 06.2020
Senior Associate Executive
Cognizant Technology Solutions
03.2016 - 12.2018
B.Tech - Electrical, Electronics And Communications Engineering
Vellore Institute of Technology
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