Summary
Overview
Work History
Education
Skills
Interests
Accolades
Timeline
Generic
MANSI SAXENA

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
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
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

Interests

Listening to instrumental music

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 -

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MANSI SAXENACustomer Experience & Business Operations