Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hitesh Sahu

Bengaluru

Summary

Results-driven Head of Customer Experience with extensive expertise in optimizing customer service operations and enhancing call center performance. Proven ability to manage and mentor teams, implement process improvements, and drive key performance indicators (KPIs) such as Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handle Time (AHT). Skilled in leveraging CRM tools and data analysis to streamline workflows, reduce delivery times, and improve service efficiency. Adept at collaborating with cross-functional teams to address service gaps and elevate overall customer experience.

Overview

9
9
years of professional experience

Work History

Head Of Customer Experience

Herbaceous Retail Pvt Ltd
07.2023 - Current
  • Led a Customer Experience team to enhance call center performance, optimizing customer touchpoints across IVR systems and ticketing platforms.
  • Managed and optimized key SLAs, including Customer Satisfaction (CSAT), First Call Resolution (FCR), and Ticket Resolution Turnaround Time (TAT).
  • Conducted thorough analysis of social media escalations, utilizing Root Cause Analysis (RCA) to drive improvements in service delivery.
  • Implemented Standard Operating Procedure (SOP) enhancements to streamline operations and ensure continuous improvement in customer interactions.
  • Collaborated closely with logistics, warehouse, and technology teams to identify service gaps and improve overall customer experience.
  • Introduced new non-fruit and vegetable categories based on key customer feedback, expanding the product offering on the platform.
  • Successfully reduced delivery slots from 5 hours to 2 hours, addressing a major customer concern and improving overall service efficiency.

Assistant Manager Customer Experience

Bundl Technologies Pvt Ltd
10.2020 - 01.2023
  • Led in-house and partner teams to monitor and improve Key Performance Indicators (KPIs), enhancing overall operational efficiency.
  • Coordinated daily, weekly, and monthly performance reviews, driving team alignment and fostering continuous improvement.
  • Improved First Response Time (FRT) and optimized issue resolution by analyzing trends and implementing data-driven decisions.
  • Led key operational initiatives to enhance both customer and delivery partner experiences, ensuring 24/7 process efficiency.
  • Partnered with internal stakeholders to introduce and implement new processes, resulting in improved service quality and operational productivity.
  • Managed KPIs such as headcount, turnaround time (TAT), CSAT, AHT, and quality metrics, collaborating closely with 3PL partners.
  • Provided insights to refine Standard Operating Procedures (SOPs) and processes, enhancing the experience for customers, delivery executives, and support agents.
  • Collaborated with departments such as Workforce Management (WFM), Quality, Training, and Operations Strategy to contribute operational inputs for process enhancements.
  • Initiated daily 'Moment of Truth' sessions, engaging representatives from all departments to critically evaluate cases and develop solutions.
  • Managed key responsibilities including Reward & Penalty programs, Monthly Headcount adjustments, MSA (Master Service Agreement) renewals, and billing issue resolution to ensure a seamless partner experience.

Team Lead Customer Experience

Bundl Technologies Pvt Ltd
04.2018 - 09.2020
  • Provided training and coaching to team members, ensuring they remained motivated and aligned with organizational objectives.
  • Empowered and motivated team members to enhance customer satisfaction and build customer loyalty, supporting retention and growth initiatives.
  • Assigned projects and distributed tasks based on individual team members' expertise to optimize team performance.
  • Interviewed and selected potential new hires from a pool of candidates, collaborating with the recruitment team to onboard top talent.
  • Analyzed KPIs to identify performance gaps and implemented strategies for improvement.
  • Developed and implemented strategies to capitalize on new opportunities for operational enhancement.
  • Set specific project goals and track progress to measure success and evaluate final outcomes.

Assistant Team Lead

Bundl Technologies Pvt Ltd
10.2017 - 03.2018
  • Assisted team leader in managing daily operations, delegating tasks, and monitoring team performance.
  • Provided guidance and support to team members in fulfilling their job responsibilities.
  • Ensured team members understood their responsibilities and adhered to deadlines.
  • Monitored operations and analyzed metrics to assess company performance and drive improvements.

Floor Supervisor

Bundl Technologies Pvt Ltd
04.2017 - 09.2017
  • Supervised call center agents, monitored KPIs (AHT, FCR, CSAT), and ensured adherence to quality standards and processes
  • Provided coaching and performance feedback to agents, handled escalations, and resolved customer issues efficiently
  • Implemented process improvements to enhance operational efficiency, improve team productivity, and optimize customer satisfaction.

Real Time Executive

Bundl Technologies Pvt Ltd
10.2015 - 03.2017
  • Monitored real-time call center metrics (AHT, FCR, SL) to ensure staffing optimization and SLA adherence, making real-time adjustments to improve operational efficiency
  • Managed agent adherence to schedules and provided live support during incidents, ensuring service continuity and peak performance.

Customer Support Executive

Bundl Technologies Pvt Ltd
08.2015 - 09.2015
  • Managed customer inquiries and issues through various channels, ensuring timely resolution and high satisfaction
  • Utilized CRM tools to track interactions, process orders, and handle escalations effectively.

Education

Bachelor of Computer Applications -

Manipal University
Manipal
04-2025

Skills

  • People management
  • Customer service expertise
  • Communication and Interpersonal skills
  • Operation and Process Management
  • Analytical and Problem solving skills
  • Technical Proficiency
  • Budget and Cost Management
  • Time Management and Organizational skills
  • Compliance and Security
  • Adaptability

Timeline

Head Of Customer Experience

Herbaceous Retail Pvt Ltd
07.2023 - Current

Assistant Manager Customer Experience

Bundl Technologies Pvt Ltd
10.2020 - 01.2023

Team Lead Customer Experience

Bundl Technologies Pvt Ltd
04.2018 - 09.2020

Assistant Team Lead

Bundl Technologies Pvt Ltd
10.2017 - 03.2018

Floor Supervisor

Bundl Technologies Pvt Ltd
04.2017 - 09.2017

Real Time Executive

Bundl Technologies Pvt Ltd
10.2015 - 03.2017

Customer Support Executive

Bundl Technologies Pvt Ltd
08.2015 - 09.2015

Bachelor of Computer Applications -

Manipal University

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Hitesh Sahu