Dattatray Patil
Mumbai
Summary
Customer Experience and Operations Leader with 11+ years of expertise in D2C, E-Commerce, and Retail environments, driving end-to-end CX strategy, retention, and operational excellence. Adept at designing customer-first journeys, implementing scalable service models, and leading high-performing teams. Certified Lean Six Sigma Green Belt with a strong track record in process optimization, NPS/CSAT improvement, and cross-functional collaboration. Currently heading Customer Experience at Zlade, shaping a customer-centric culture to strengthen brand loyalty and long-term growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Head of Customer Experience
Zlade
Mumbai
08.2025 - Current
- India’s bold D2C grooming brand. Website: shopzlade.com
- Leading customer experience strategy for India’s bold D2C grooming brand, accountable for CX vision, customer retention, and service excellence.
- Designing and implementing end-to-end customer journeys across support, digital, and fulfillment touchpoints.
- Establishing NPS and CSAT frameworks to track, analyze, and improve customer sentiment.
- Building a customer-first culture, mentoring teams, and scaling operations in line with Zlade’s rapid growth.
- Driving CX transformation initiatives to improve response times, streamline processes, and enhance loyalty metrics.
- Partnering with product, marketing, and operations teams to embed customer insights into business decisions.
- Implemented customer feedback programs to enhance service quality and satisfaction.
- Developed training materials for staff to improve customer interaction skills.
- Analyzed customer data to identify trends and drive service improvements.
- Coordinated regular workshops to foster a customer-centric culture among employees.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Organized schedule of training, published calendar and conducted squad training sessions both pre-season and during season.
Operations Manager – CC Operations
IGP.com (Interflora India & Masqa)
Mumbai
04.2022 - 08.2025
- Directed a high-volume customer service operation handling [ 60k#] queries per month.
- Improved first-contact resolution and CSAT through agent coaching and strategy redesign.
- Collaborated with supply chain and distribution managers to reduce order delays by [21 %].
- Established KPIs and SLA frameworks, improving operational efficiency and accountability.
- Partnered with cross-functional leaders (sales, category, marketing) to align CX with business growth.
Floor Manager – CC Operations
IGP.com (Interflora India & Masqa)
Mumbai
03.2020 - 04.2022
- Implemented QA frameworks and improved service quality across multiple customer channels.
- Analyzed performance dashboards, optimizing schedules and staffing to improve productivity.
- Handled escalated customer cases, reducing repeat complaints.
- Delivered customer insights reports to leadership for strategic decision-making.
Team Lead – CC Operations
IGP.com (Interflora India & Masqa)
Mumbai
07.2016 - 03.2020
- Led day-to-day customer service operations and performance monitoring for a 20+ members team.
- Implemented training and development programs, improving team efficiency.
- Introduced contingency plans to handle seasonal spikes in customer demand.
Technical Support Executive
Convergys Intelligent Contact
Mumbai
08.2014 - 06.2016
- Delivered technical and customer support, ensuring high first-contact resolution and customer satisfaction.
- Built product expertise to resolve complex customer concerns effectively.
Education
B.Sc. - Hospitality Administration/Management
Kohinoor College of Management
India05-2014
Skills
- Customer experience strategy
- Journey mapping
- Direct-to-consumer (D2C)
- E-commerce management
- Customer operations
- Retention strategies
- Loyalty and engagement programs
- Contact center leadership
- Escalation management
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
- Voice of Customer (VOC) analytics
- Process re-engineering
- Continuous improvement methodologies
- Lean Six Sigma principles
- Agile service design
- Transformation initiatives
- Team building and training
- Succession planning strategies
- Cross-functional collaboration
- CRM systems expertise
- Automation solutions
- CX tools proficiency
- Quality assurance practices
- Service Level Agreement (SLA) management
- Compliance oversight
Certification
Lean Six Sigma Green Belt - VarSigma
Hobbies and Interests
- Research & Analytics
- Movies
- Cooking
- Sports
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Gujarati
Intermediate (B1)
B1
Timeline
Head of Customer Experience
Zlade
08.2025 - Current
Operations Manager – CC Operations
IGP.com (Interflora India & Masqa)
04.2022 - 08.2025
Floor Manager – CC Operations
IGP.com (Interflora India & Masqa)
03.2020 - 04.2022
Team Lead – CC Operations
IGP.com (Interflora India & Masqa)
07.2016 - 03.2020
Technical Support Executive
Convergys Intelligent Contact
08.2014 - 06.2016
B.Sc. - Hospitality Administration/Management
Kohinoor College of Management