Hi, I’m
Pradnya Kadam
Customer Experience- Manager
Bangalore
Summary
Dynamic Customer Experience Manager with a proven track record at The Deconstruct, excelling in customer journey mapping and cross-functional collaboration. Achieved a 94.7% quality score while driving program improvements and enhancing team performance through targeted training. Skilled in Salesforce, I advocate for customer needs and foster a culture of continuous improvement.
Overview
9
years of professional experience
8
Languages
Work History
The Deconstruct
Customer Experience Manager
04.2025 - Current
Job overview
- Spearheaded the full implementation of Sage Pilot, optimizing workflows and enabling seamless coordination across teams.
- Delivered exceptional customer experience with an average 94.7% quality score and consistently zero negative feedback.
- Enhanced team performance by executing structured QA audits (2 calls + 5 chats/agent/day), issuing corrective actions, and ensuring adherence to CX standards.
- Strengthened operations by identifying and resolving key recurring issues, leading to improved website journeys and reduced customer complaints.
- Drove team development through 100% coverage of weekly 1:1s, coaching, and targeted training interventions.
- Collaborated with leadership through skip-level interactions, contributing insights that improved communication, SOP clarity, and training needs.
- Played a key role in reducing friction within the NDR order flow, improving customer satisfaction and delivery success rates.
- Demonstrated proactive customer advocacy by removing unnecessary customer effort (no-email policy) and taking ownership of end-to-end resolutions.
Rupeek Fintech Pvt Ltd
Customer Support Manager
09.2021 - 04.2025
Job overview
- Led the end-to-end Escalations function for Rupeek, managing a team of 20 escalations specialists and ensuring timely, accurate, and compliant resolution of all high-impact customer cases.
- Handled complex financial escalations, including disputes related to gold valuation, interest rates, repayment issues, foreclosure, and loan eligibility, ensuring transparency and customer trust.
- Acted as a key liaison between Rupeek and regulatory bodies such as the RBI, drafting responses, providing case clarifications, and ensuring regulatory compliance across customer resolutions.
- Worked directly with leadership and senior management to provide escalations insights, customer behavior patterns, and business-impacting observations.
- Drove Customer Lifetime Value (CLTV) and retention strategies by identifying root-cause issues, improving post-disbursal communication, and reducing repeat escalations through targeted interventions.
- Owned the Product Charter for Post-Disbursal Customer Experience, partnering with Product, Tech, Collections, and Risk teams to design better journeys, reduce friction, and enhance the customer lifecycle.
- Conducted detailed root-cause analysis on escalations trends, presenting insights and dashboards to leadership to influence policy, product enhancements, and operational SOP changes.
- Improved escalations TAT, compliance adherence, and customer satisfaction by redesigning workflows, strengthening quality controls, and coaching team members on communication and negotiation.
- Demonstrated strong people leadership by managing hiring, training, performance reviews, and development plans for the 20-member escalations team.
- Ensured customer-first handling of high-risk cases, preventing churn and safeguarding brand reputation through structured problem-solving and empathetic resolution strategies.
LinkedIn Technologies
Customer Success Manager
03.2020 - 09.2021
Job overview
- Managed a portfolio of strategic enterprise customers including TCS, Quotacom, and Intel Corporation, ensuring high adoption and value realization of LinkedIn Talent Solutions.
- Acted as the primary point of contact for clients, driving product utilization, renewals, and long-term customer satisfaction.
- Provided consultative guidance to HR, Talent Acquisition, and leadership teams on sourcing strategies, talent insights, and workforce planning using LinkedIn’s Talent Solutions suite.
- Created and managed customer accounts, subscription setups, and usage tracking through Salesforce, ensuring accurate lifecycle management and reporting.
- Conducted business reviews, performance analysis, and product training sessions to enhance customer effectiveness and ensure ROI on their LinkedIn investment.
- Collaborated with cross-functional teams including Sales, Product, and Support to resolve escalations, deliver customized solutions, and improve customer experience.
- Analyzed customer usage data to identify gaps, propose optimization strategies, and drive higher engagement with LinkedIn Talent Insights and Recruiter products.
- Supported strategic projects and customer onboarding initiatives to strengthen adoption and streamline deployment for enterprise clients.
Firstsource Solutions
Subject Matter Expert
05.2017 - 12.2019
Job overview
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
Education
Rabindranath Tagore UniversityRaisen, Madhya Pradesh
MBA from HR And IT
04.2001
Skills
Customer journey mapping
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of more than 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved 30% less escalations via calls by onboarding sagepilot and implementing AI into the system with 92% accuracy and efficiency.
- Analyzed, documented, and resolved key escalations, directly enabling a 21% growth in retained customers.
Timeline
Customer Experience Manager
The Deconstruct
04.2025 - Current
Customer Support Manager
Rupeek Fintech Pvt Ltd
09.2021 - 04.2025
Customer Success Manager
LinkedIn Technologies
03.2020 - 09.2021
Subject Matter Expert
Firstsource Solutions
05.2017 - 12.2019
Rabindranath Tagore University
MBA from HR And IT
04.2001