NEENU RAVI
Overview
12
12
years of professional experience
2013
2013
years of post-secondary education
Work History
Senior customer experience Executive
Junglee Games Private Limited
11.2017 - 10.2025
- Led strategic initiatives to enhance user engagement across gaming platforms.
- Collaborated with cross-functional teams to optimize product development processes.
- Developed and implemented marketing strategies to increase brand visibility.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Delivered high-quality support via chat, email, and Call, maintaining brand consistency and empathy.• Handled VIP player queries and escalated critical issues promptly to ensure resolution within TAT.• Drove process improvements based on "Voice of the Customer" feedback, reducing repeat contacts and improving workflows.• Key Achievement: Identified recurring product issues and collaborated with internal teams to implement fixes for a seamless player experience.• Key Achievement: Enhanced escalation tracking by optimizing CRM workflows, improving resolution speed.key Focus: Retention, VIP Support, & KYC• Retention Team: Proactively contacted inactive and potential users to boost engagement and reduce churn.• VIP Support: Managed dedicated queries for VIP players, ensuring resolutions within strict TAT and high-quality standards.• KYC Team: Handled user verification processes, ensuring compliance with gaming regulations and improving player trust.• SLA Management: Resolved complex queries via chat and email with 100% accuracy and brand consistency.• Achievement: Identified recurring product issues and partnered with internal teams to implement fixes for a seamless player journey.• Achievement: Recognized for top SLA compliance and maintaining high communication standards
Customer Experience Agent
Snapdeal
New delhi
01.2015 - 01.2017
- E-Commerce Query Handling Workflow• Multichannel Resolution: Managing customer queries via chat, email, and phone while maintaining brand consistencyOrder Lifecycle Management: Ensuring order accuracy by validating payment, address, and product details before dispatch.• Logistics Coordination: Working closely with logistics partners to ensure timely delivery and resolving issues related to delayed shipments.• RTO & Refund Management: Monitoring Return-to-Origin (RTO) orders and coordinating with warehouse teams to manage inventory and process refunds or replacements.• Escalation Handling: Managing complex cases and critical issues within the established Service Level Agreement (SLA) and Turnaround Time (TAT)Performance Metrics• CSAT (Customer Satisfaction): Consistently achieving high scores (e.g., 95%+) through empathetic and timely handling.• CFR (Customer First Resolution): Reducing "bad demand" by conducting root cause analysis on recurring issues.• High-Volume Management: Successfully handling 100+ calls daily or multiple concurrent chats during peak festive sales.
Customer Dialogue executive
Usha International
10.2013 - 01.2015
- Managed daily operations to enhance efficiency and maintain quality standards.
- Coordinated cross-functional team meetings to align on project goals and timelines.
- Assisted in developing strategic plans for product launches and market expansion.
- Established relationships with key partners and vendors to ensure successful project outcomes.
- Led initiatives to improve customer service levels throughout organization.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Education
Aircraft Maintenance Engineering - Aviation
School of Engineering And Technology
07.2008 - 08.2012
P.s.v.pm.h.s.s
KERALASkills
- Soft skills
- Communication
- Problem Solving
- Empathy
- Adaptability
- Teamwork
Languages
English: Professional Working Proficiency
Hindi: Full Professional Proficiency
Tamil: Full Professional Proficiency
Malayalam: Full Professional Proficiency
Timeline
Senior customer experience Executive
Junglee Games Private Limited
11.2017 - 10.2025
Customer Experience Agent
Snapdeal
01.2015 - 01.2017
Customer Dialogue executive
Usha International
10.2013 - 01.2015
Aircraft Maintenance Engineering - Aviation
School of Engineering And Technology
07.2008 - 08.2012
P.s.v.pm.h.s.s