Pratibha Beniwal
Assistant Program Manager
Gurgaon
Summary
Dynamic professional with over 6+ years of experience in driving operational excellence and enhancing customer experiences across diverse industries. Proven ability to streamline processes, optimize Net Promoter Scores (NPS), and implement innovative solutions yielding exceptional results. Track record of successfully spearheading strategic projects that exceed organizational goals. Committed to fostering a customer-centric culture and delivering measurable improvements in service quality and satisfaction.
Overview
7
7
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Assistant Program Manager
OLX
04.2024 - Current
- Built and implemented the full Net Promoter Score (NPS) framework for OLX Classifieds across Buyer, Seller, and Dealer segments , establishing end-to-end measurement, reporting, and feedback loops.
- Increased NPS from 20% to 38% within the first year by driving multiple CX improvement initiatives, root-cause analysis, and cross-functional strategic projects.
- Boosted Customer Satisfaction (CSAT) from 58% to 76% by identifying user pain points through VOC insights, UX reviews, and structured customer feedback programs.
- Increased chat engagement by 26% by optimizing the in-app chat experience based on NPS data, user journey analytics, and A/B experimentation.
- Improved payment flow efficiency and increased revenue by 4% in collaboration with the Product and Engineering teams, leveraging user feedback, funnel data, and behavioral insights.
- Developed and standardized SOPs for the Grievance Email Team, Quality Assurance (QA) & Audit Team, and Sales Team , leading to improved compliance, process efficiency, and customer resolution accuracy.SOPs for the Grievance Email Team, QA & Audit Team, Sales team
Team Lead (Customer Experience)
OLX Autos
12.2021 - 04.2024
- Redesigned the complete C2B customer journey , crafting high-impact content for transactional SMS and WhatsApp notifications , resulting in stronger user engagement and improved customer satisfaction.
- Led NPS programs across C2B and B2C verticals , driving targeted customer-centric initiatives that significantly boosted positive promoter scores and reduced detractor sentiment.
- Standardized end-to-end SOPs across diverse functions— Contact Centre, CX, Sales, Finance, Legal, Quality, and Training —streamlining complaint resolution, improving operational efficiency, and reducing recurring customer issues.
- Conceptualized and delivered an AI-driven chatbot solution , enhancing the Appointment-to-Inspection (A2I) flow and achieving a 23% increase in appointment confirmations through automation and workflow optimization.
Escalation Specialist
Blinkit (formerly Grofers)
11.2019 - 12.2020
- Collaborated with the different teams and management to identify process improvements, facilitating organizational growth and operational excellence.
- Provided targeted feedback to associates, equipping them to deliver top-tier service and resolutions to the customers and maintain FRT.
- Specialized in resolving customer escalations from diverse channels, including social media, CEO emails, and managerial grievances.
Associate Service Consultant
Docprime.com (Sister company of Policybazaar.com)
08.2018 - 11.2019
- Successfully led the individual onboarding of clients in metro cities, delivering exceptional service to our valued customers.
- Pioneered the setup of the OPD insurance department for sales, becoming the organization's first choice for this crucial role.
- Designed and executed high-impact sales strategies for the OPD insurance product, driving revenue and market presence.
- Ensured the highest standard of sales quality through rigorous training programs, empowering teams to continuously improve their sales performance.
Education
B.Com -
Gargi College, Delhi University
New Delhi03.2015
Skills
Program and Project Management
Customer Journey Optimization
NPS Strategy and Enhancement
Cross-Functional Team Leadership
Team Management
Process Improvement
Strategic Planning
Effective and inter-personal Communication
Standard Operating Procedure Development
MS Office (Excel, PPT, Word)
Certification
Shaping the Customer Experience Across Digital and Physical Channels
Accomplishments
- Best Use of Insights & Feedback – India CX Summit & Awards 2025
- Work Back from Customer – 10+ Monthly/Quarterly Recognitions
- Value Evangelist – For continuous process and CX improvements
- Key Contributor & Shining Star – For tech-driven, innovative problem-solving
Timeline
Assistant Program Manager
OLX
04.2024 - Current
Team Lead (Customer Experience)
OLX Autos
12.2021 - 04.2024
Escalation Specialist
Blinkit (formerly Grofers)
11.2019 - 12.2020
Associate Service Consultant
Docprime.com (Sister company of Policybazaar.com)
08.2018 - 11.2019
B.Com -
Gargi College, Delhi University