EKTA RAO
Gurgaon
Summary
Results-driven CX leader with 10+ years of experience in customer insights, contact centre operations, and digital transformation. Proven track record of improving NPS, CSAT, and CES scores through data-driven strategy, AI-powered automation, and cross-functional collaboration. Skilled at aligning stakeholders, governing SLAs/KPIs, and building high-performing teams.
Overview
8
8
years of professional experience
Work History
Lead (General Manager)
Zypp Electric
04.2023 - Current
- Delivered end-to-end CX transformation across B2B and B2C journeys daily.
- Improved NPS from -14 to 45 through continuous channel reviews.
- Implemented AI chatbot to cut contact volume by 35% while holding 92% CSAT.
- Partnered with Product and Technology teams to improve rider app experience, CRM workflows, and service efficiency.
- Built and scaled the Customer Experience function from ground zero.
Manager
Flexnest
12.2021 - 04.2023
- Redesigned customer journey mapping to cover product and delivery touchpoints.
- Fostered strong relationships with key clients, resulting in a 25% increase in repeat business.
- Enhanced customer satisfaction levels by 20% through the introduction of a new feedback system.
- Built contact centre team by scaling staffing with structured workforce planning.
- Directed customer payments, refunds, exchanges, and warranty handling across channels.
Lead Manager
Cars24 Financial Services
11.2019 - 12.2021
- Managed post-sales customer grievances and escalations across multiple customer channels.
- Analyzed customer feedback and survey data to improve service quality and customer satisfaction.
- Handled foreclosure, repayment, and payment-related escalations while maintaining high service standards.
Senior Associate
PolicyBazaar
05.2018 - 09.2019
- Provided customer consultation for policies and payment support.
- Mentored junior associates to improve service quality and performance metrics.
Education
MCA - Computer Applications
Guru Jambeshwar University
HisarSkills
- Customer insights and analytics
- NPS and CSAT
- Contact center operations
- CX automation
- Process excellence
- SLA and KPI governance
- Stakeholder management
- Escalation management
- CRM optimization
- Customer journey mapping
- Data analysis
- Process optimization
Custom
linkedin.com/in/ekta-r-03a73212a/
Timeline
Lead (General Manager)
Zypp Electric
04.2023 - Current
Manager
Flexnest
12.2021 - 04.2023
Lead Manager
Cars24 Financial Services
11.2019 - 12.2021
Senior Associate
PolicyBazaar
05.2018 - 09.2019
MCA - Computer Applications
Guru Jambeshwar University