Ghanist Khanna
Gurugram
Summary
Dynamic Customer Experience & Operations Leader with 11+ years of expertise managing large-scale operations across domestic and international markets in e-commerce, gaming, healthcare, and mobility sectors. Proven success in driving CSAT and NPS improvements, implementing process automation, and ensuring SLA adherence. Skilled in leading high-performing teams with AI involvement to reduce cost.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Assistant General Manager
Battery Smart
09.2025 - Current
- Working as Assistant General Manager - Operations, leading end-to-end Driver Support and Partner Support functions across in-house and outsourced setups.
- Managing 4 functional leaders: 2 Operations Managers, 1 Quality & Training Manager, and 1 Data Analytics Manager.
- Leading in-house Partner Support team of 26 FTEs with ownership of SLAs, productivity, quality, and customer experience metrics.
- Managing outsourced Driver Support operations with Saravi Telecom (Noida) handling a 80+ FTEs.
- Designed and deployed multi-level API-driven IVR architecture, reducing ~50,000 driver queries and 5,000+ partner queries.
- Driving implementation of AI-powered IVR bot (Nuggets platform) to enable automated query resolution and reduce agent dependency.
- Delivered annual cost savings of ₹31L+ through vendor and tool optimization.
Customer Operations Manager
Baazi Games
05.2025 - 08.2025
- Managed end-to-end Customer Service Operations for PokerBaazi, SportsBaazi, CardBaazi, and Rummy Support, catering to both domestic and international players across multiple geographies and time zones.
- Led a team of 75 associates, including 6 Team Leaders, 6 Quality Analysts, 2 MIS Analysts, and 2 Trainers, ensuring operational efficiency and service excellence.
- Monitored and optimized KPIs such as CSAT, First Response Time, Average Resolution Time (ART), and Repeat Contact Rate, resulting in a 15% improvement in overall customer satisfaction scores.
- Oversaw two operational centers in Delhi and Hyderabad, delivering seamless support for national and international customer bases, with added responsibility for Anti-Money Laundering (AML) compliance.
- Implemented AML policies in alignment with PMLA and industry standards.
- Monitored and flagged suspicious transactions such as high-value deposits, multiple small transactions, and abnormal withdrawal behavior.
- Collaborated with Risk & Compliance teams to report STRs (Suspicious Transaction Reports) as required.
- Conducted periodic AML training for support staff to ensure adherence to compliance protocols.
- Supervised KYC (Know Your Customer) verification process for player onboarding, ensuring 100% compliance with identity and address verification (PAN, Aadhaar, Bank Account).
- Reduced KYC rejection rates by X% through process improvement and automated checks.
- Reduced call redundancy by 30% and improved call answering percentage by 20% through process redesign and automation.
- Achieved and sustained 87%+ quality compliance month-on-month via continuous audits, coaching, and performance management.
- Designed and implemented performance-based incentive programs, driving employee engagement and productivity by 18%.
- Partnered with the Training team to deliver structured onboarding and refresher programs, ensuring compliance and skill readiness for international service standards.
- Developed and automated operational dashboards in collaboration with MIS, enhancing real-time reporting and decision-making.
- Conducted data-driven analysis and trend monitoring to identify gaps, optimize workflows, and increase operational efficiency by 25%.
- Managed payroll and incentive disbursements for all customer service personnel across multiple locations.
- Successfully led strategic projects, including reducing support volume by 50% through self-service and automation.
Customer Experience Manager
BluSmart
11.2024 - 05.2025
- Spearheaded initiatives to improve Driver and Customer satisfaction scores across domestic and international markets, enhancing global customer loyalty and service experience.
- Established a fraud prevention framework, creating a dedicated team that successfully prevented financial losses of ₹21L in the first month, ₹28L in the second month, and ₹40L in the third month.
- Supervised KYC (Know Your Customer) verification processes for driver and customer onboarding, ensuring 100% compliance with identity and bank verification standards.
- Implemented automation roadmaps in collaboration with technology teams to streamline processes, reduce manual errors, and optimize manpower.
- Effectively managed workforce planning across national and international operations, optimizing staffing, minimizing shrinkage, and reducing attrition to maintain consistent service levels globally.
- Conducted Monthly Business Reviews (MBRs) and Weekly Business Reviews (WBRs) with senior leadership to analyze KPIs for international and domestic operations.
- Automated operational and performance reporting systems, enabling real-time visibility for global operations and facilitating data-driven strategic decisions.
- Supervised service quality standards across multiple geographies, improving driver and customer interactions.
Senior Customer Service Manager
House of Indya
10.2023 - 11.2024
- Results-driven Senior Manager with 9+ years of experience in Operations, Customer Service Management, and Retail Sales across e-commerce, retail, and digital platforms.
- Proven expertise in improving Customer Satisfaction (CSAT) and Net Promoter Score (NPS) for domestic and international customers.
- Skilled in process automation, quality assurance frameworks, and multichannel operations.
- Successfully managed Pan-India EBO stores, lifestyle counters, shopper points, and multi-brand outlets (MBOs).
- Adept at spearheading business expansion projects, implementing cost optimization strategies, and ensuring profitability and scalability.
Customer Service Manager
Meddo
03.2020 - 10.2023
- Working as an Operations Manager in Customer support and Sales.
- Responsible for overall Customer Experience /Service for the SBU.
- Driving performance and Service levels internally.
- SOP Design & Implementation for the clients.
- Process Improvement plans resulting in client satisfaction.
- Reviewing shipment life cycle.
- Cross-functional coordination for achieving client success and better SLA performance.
- Escalation management and RCA.
- Review on client SOA (Share of wallet) & retention.
- Cross Sell & Upsell.
- Identifying the bottlenecks and suggesting the course correction.
Customer Care Team Lead
foodpanda
08.2016 - 03.2020
- Managed email and social media support teams, with a focus on addressing CEO complaints and enhancing Customer Satisfaction (CSAT).
- Led special projects and offered support as a backup to team managers.
- Handled escalated situations and delivered coaching to new representatives.
- Supervised a team of 120 Agents along with 4 Subject Matter Experts (SMEs), ensuring achievement of key performance indicators (KPIs) including CSAT, NPS, First Response (FR) time, Average Resolution Time (ART), Shrinkage, Attrition, and Payroll accuracy.
Client Relationship & Sales Support
SSG Portfolio
04.2015 - 06.2016
- Educated clients on trading platform functionalities.
- Assisted clients in making informed investment decisions.
- Attracted potential clients through targeted cold calls.
- Maintained and tracked a detailed lead database.
- Implemented solutions to enhance sales and customer satisfaction.
Education
MBA/PGDM -
Lovely Professional University
B.A -
Delhi College of Arts and Commerce
Delhi12th - English
CBSE
10th - English
CBSE
Skills
- Strategic Planning & Execution
- Workforce Optimization
- Performance Management
- Stakeholder Management
- Customer Journey Mapping
- VOC (Voice of Customer) Analysis
- Cost Saving programs
- AI involvement in SOP’s and Customer Service
Certification
Advanced Online Excel Training
Projects
- CSAT- Customer Retention, 91 Days, The project was related to customer retention on email and app play store wherein CSAT on email has been increased by 12% in MTD figure and app play store rating has been increased by 1 star.
- Reduction of Queries, 3 Months, Led a project to reduce query ratio by 50% through in-depth data analysis and strategic planning.
- Reports Automation, 3 Weeks, Automated reporting by consolidating three vertical reports into a unified dashboard.
Languages
- English
- Hindi
- English
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Assistant General Manager
Battery Smart
09.2025 - Current
Customer Operations Manager
Baazi Games
05.2025 - 08.2025
Customer Experience Manager
BluSmart
11.2024 - 05.2025
Senior Customer Service Manager
House of Indya
10.2023 - 11.2024
Customer Service Manager
Meddo
03.2020 - 10.2023
Customer Care Team Lead
foodpanda
08.2016 - 03.2020
Client Relationship & Sales Support
SSG Portfolio
04.2015 - 06.2016
MBA/PGDM -
Lovely Professional University
B.A -
Delhi College of Arts and Commerce
12th - English
CBSE
10th - English
CBSE