Listening to instrumental music
MANSI SAXENA
Customer Experience & Business Operations
Safdarjung Enclave, New Delhi
Summary
"With over a decade of experience in the e-commerce industry, I have had the privilege of working across all key areas of backend operations that directly influence customer experience. From cataloguing and customer support to managing logistics, fulfillment , and call centers , my expertise spans the entire customer journey. This comprehensive experience has equipped me with a deep understanding of the interconnectedness of operations and customer service, allowing me to implement streamlined processes that improve efficiency, reduce operational costs, and ultimately enhance customer satisfaction. I am a strong advocate of data-driven decisions , leveraging insights to continuously refine processes and ensure that we are always one step ahead in delivering a superior customer experience.".
Overview
13
13
years of professional experience
Work History
Senior Manager- Customer Experience
Noise
Gurgaon, India
09.2015 - Current
- Leading the customer experience operations , overseeing a dynamic team and an outsourced call center that handled customer inquiries, complaints, and support requests. I am involved in the end-to-end management of complaint resolution , which significantly improved our first-contact resolution (FCR) rate and customer satisfaction scores. Additionally, I implemented structured workflows and standardized processes to streamline our complaints handling system , leading to a reduction in resolution times over a period of few months
- Lead a team of 20+ customer success and support professionals , fostering a customer-centric culture that resulted in a increase in customer satisfaction.
- Partnered with product, marketing, and operations teams to optimize customer journeys , implemented a customer success playbook and integrated a new CRM system , resulting in a improvement in customer retention and increase in operational efficiency .
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Use of data analytics and customer feedback loops , helping identify trends and areas for improvement, directly contributing to a reduction in customer complaints .
- Reduced costs, optimized resource allocation, and improved efficiency in managing projects.Achieved operational excellence by streamlining processes and implementing best practices.
- Collaborated with technical teams to resolve escalated customer issues, ensuring a first-call resolution .
Regularly engaged with customers through surveys, interviews , and account reviews to gather feedback and improve service offerings. - Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
Operations Manager
Elitify.com
Gurgaon, India
04.2012 - 09.2015
- Managing online website operations and catalogue uploading. Inventory management, Online backend operations for 3rd party websites and working with marketing team for launches & campaigns.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Education
MBA - Human Resources Development
G.G.S.I.P.U
04.2001 -
Master of Computer Applications - Computer And Information Sciences
G.G.S.I.P.U
04.2001 -
Bachelor of Science - Physics
Delhi University
04.2001 -
No Degree - Science
Holy Child Auxilium School
04.2001 -
Skills
Strategic planning, Problem solver
Leadership Spirit
Self motivator & Compassionate
Resource allocation
I bring a customer-centric mindset and a high degree of emotional intelligence to my role
I pride myself on my adaptability, especially in fast-paced environments where processes and priorities evolve quickly
Interests
Cooking
Fashion/Lifestyle
Going Places
Accolades
Star Performer -2012 & 2013 - Elitify.com
Value addition member -2016- Noise
Loyalty is royalty - 2019- Noise
Noisemaker - 2022- Noise
Lifetime achievement award - 2024- Noise
Best Customer Center Strategy Award by Krypton Business media - 2024
CX Strategy for the Year Award by UBS Forums Pvt. Ltd -2024
Timeline
Senior Manager- Customer Experience
Noise
09.2015 - Current
Operations Manager
Elitify.com
04.2012 - 09.2015
MBA - Human Resources Development
G.G.S.I.P.U
04.2001 -
Master of Computer Applications - Computer And Information Sciences
G.G.S.I.P.U
04.2001 -
Bachelor of Science - Physics
Delhi University
04.2001 -
No Degree - Science
Holy Child Auxilium School
04.2001 -