Mahebub Khan
Mumbai
Summary
Customer Experience & Operations Leader with 8+ years of experience driving Customer Service & Experience, Retention strategy, and Digital transformation across Global Brands like Aligntech, ICICI, MoreIdeas Byjus (Dubai) in healthcare, insurance, and ed-tech sectors.
Proven track record of building scalable CX frameworks, improving NPS/CSAT, and leading cross-functional initiatives. Expertise in B2B customer success, Operations, automation, Customer Retention and data-driven decision-making to deliver measurable business outcomes
Overview
9
9
years of professional experience
Work History
Customer Experience Manager
Align Technology - Invisalign
Mumbai
12.2023 - Current
- Drove Customer Service Operations, CX Strategy, and Digital Transformation initiatives, ensuring alignment across automation, CX, and service delivery
- Led B2B CX & retention strategy, improving provider engagement and reducing churn risk
- Owned CX performance metrics (CSAT, NPS, churn, complaints, operational KPIs) and translated insights into strategic action plans
- Built and scaled churn frameworks, dashboards, and alert systems for proactive intervention
- Identified and implemented automation opportunities across workflows, communication, logistics, and reporting
- Led WhatsApp chatbot automation initiative to scale support, reduce TAT, and enhance CX
- Standardized SOPs, governance models, and operational processes to drive consistency and scalability
- Acted as a strategic bridge between India, APAC, and global teams, ensuring alignment on delivery, system enhancements, and escalations
- Drove process simplification and continuous improvement initiatives
Customer Happiness & Escalation Manager
More Ideas - Byjus
Dubai
11.2022 - 11.2023
- Managed customer retention and high-impact escalations (legal & social media)
- Drove retention strategies using customer insights and targeted interventions
- Led process simplification initiatives, improving efficiency and resolution TAT
- Designed SOPs and customer journey frameworks for consistent CX delivery
- Led team coaching and training, improving performance and quality
- Delivered insights via data analysis and feedback loops
Customer Retention Manager
ICIC Lombard General Insurance company
Mumbai
08.2018 - 08.2022
- Led retention strategy across Motor, Health, and Marine portfolios
- Drive Customer Support and Operation by delivering excellent Customer Satisfaction.
- Managed team driving revenue through lifecycle and renewal strategies.
- Built automation tools and MIS dashboards for performance tracking
- Identified loss drivers and implemented data-driven corrective actions
- 🏆 Frontier Award – Best Performance Nationwide
Customer Relationship Specialist
Global Opportunities Pvt. Ltd.
Mumbai
03.2017 - 03.2018
- Managed onboarding, sales support, and escalation handling
- Address Customer Queries and Concerns via Call/ Emails
- Conducted training for new hires.
Education
Bachelor Degree - Commerce
Mumbai University
Mumbai06-2018
HSC - Commerce
Maharashtra Board
Mumbai 03-2015
Skills
- Operations excellence and process optimization
- Customer experience strategy and transformation
- Digital transformation and automation
- Churn prevention and customer retention
- B2B and B2C customer success
- Crisis management and escalation
- Governance SOP design and standardization
- Data-driven decision making and analytics
- High-performance team management
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Marathi
Proficient (C2)
C2
Key Achievements
- Improved NPS from 53% to 77% & CSAT from 8.6 to 9.2
- 20+ performance awards across tenure
- 20% improvement in conversion (digital transformation initiative)
- Automation initiatives improving operational efficiency & TAT
- Improved Customer retention from 45% to 58%
Timeline
Customer Experience Manager
Align Technology - Invisalign
12.2023 - Current
Customer Happiness & Escalation Manager
More Ideas - Byjus
11.2022 - 11.2023
Customer Retention Manager
ICIC Lombard General Insurance company
08.2018 - 08.2022
Customer Relationship Specialist
Global Opportunities Pvt. Ltd.
03.2017 - 03.2018
Bachelor Degree - Commerce
Mumbai University
HSC - Commerce
Maharashtra Board