Himani Deone
Pune
Summary
Customer Experience professional with 3+ years of experience in B2C customer support, onboarding, and training across e-commerce and tech environments. Skilled in handling high-volume customer interactions, improving CSAT and retention, managing CRM tools, and collaborating cross-functionally to resolve escalations and enhance customer satisfaction.
Overview
4
4
years of professional experience
Work History
Customer Delight Executive
Ugaoo Agritech Pvt Ltd
Pune
04.2025 - Current
- Handle high-volume customer queries across phone, email, chat, and social media related to orders, deliveries, returns, and product care.
- Improve CSAT and customer retention through empathetic communication and proactive resolution.
- Maintain and analyze CRM data (Zendesk, Bitespeed, Flowcall) to track trends and recommend improvements.
- Collaborate with logistics, warehouse, and product teams to resolve escalations and ensure smooth fulfillment.
- Support campaigns and product launches, ensuring consistent CX during peak traffic.
- Execute customer delight initiatives to strengthen loyalty and advocacy.
Digital Associate
Amazon
Pune
12.2021 - 06.2023
- Performed high-accuracy image and video annotation to support ML ground-truth datasets.
- Met daily productivity and quality benchmarks while handling repetitive, high-volume tasks.
- Followed SOPs and quality guidelines; escalated issues and reported task status using internal tools.
- Supported onboarding, knowledge transfer, and peer coaching, improving team accuracy and efficiency.
- Contributed to process and workflow improvements through feedback and quality observations.
Education
Bachelor of Engineering - Computer Science And Engineering
Jawaharlal Nehru Engineering College
Chattrapati Sambhajinagar Masters Of Technology - Computer Science And Engineering
Deogiri Institute of Engineering & Management Studies
Skills
- CRM management
- Data analysis
- Customer retention
- Customer engagement
- B2C Customer Support (Phone, Email, Chat, Social Media)
- CSAT, NPS, SLA, First Contact Resolution (FCR)
- Escalation & Conflict Resolution
- CRM Tools: Zendesk, Bitespeed, Flowcall
- Ticket & Backlog Management
- Customer Retention & Delight Initiatives
- New Hire Onboarding, OJT & Knowledge Base
Timeline
Customer Delight Executive
Ugaoo Agritech Pvt Ltd
04.2025 - Current
Digital Associate
Amazon
12.2021 - 06.2023
Masters Of Technology - Computer Science And Engineering
Deogiri Institute of Engineering & Management Studies
Bachelor of Engineering - Computer Science And Engineering
Jawaharlal Nehru Engineering College