Exploring museums and art exhibitions, discovering creative spaces, and keeping up with culture
Pratyasha Tiwari
Team Lead- Customer Service And Backend Operations
New Delhi
Summary
Dynamic customer service and backend operations professional with over 6 years of experience in managing operations, service coordination, and inventory tracking, along with comprehensive customer lifecycle management. Currently leading customer support operations at Hettich India, Gained hands-on experience in managing operations from ground level to higher-level coordination, giving a strong understanding of how to build and manage customer service and backend operations effectively.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Team Lead – Customer Service & Backend Operations
Hettich India
01.2023 - Current
- Acted as the key coordination point between customer support, sales, logistics, warehouses, procurement, and quality teams for faster issue resolution.
- Managed 100+ active service requests and escalation cases simultaneously through CRM systems with consistent follow-ups and timely closures.
- Handled the complete complaint lifecycle including case creation, assignment, escalation handling, replacement coordination, tracking, and closure documentation.
- Monitored customer interactions, service quality, response timelines, and escalation handling to maintain operational standards.
- Improved CRM workflow processes for better complaint tracking, aging analysis, service visibility, and case history management.
- Trained and guided team members on customer handling, backend operations, escalation management, and process coordination.
- Worked closely with management to identify operational gaps and implement workflow improvements for a smoother customer experience.
- Supported operations during high-volume periods by directly managing critical and priority customer complaints.
- Worked on SAP for complaint tracking, service coordination, product quality feedback, and approval-related processes.
- Coordinated with procurement teams, suppliers, and warehouses to arrange urgent spare requirements and avoid service delays.
- Managed spare inventory tracking and availability to ensure smooth backend and service operations.
- Streamlined backend processes to improve response time, coordination efficiency, and complaint closure turnaround.
- Used operational data and service trends to identify process improvement opportunities and optimize workflows.
Senior Executive – Customer Service & Operations
Hettich India- (Installco WIFY Technologies)
01.2022 - 01.2023
- Handled backend operational tasks including service tracking, escalation follow-ups, and updating detailed case remarks in CRM
- Collaborated with cross-functional teams to expedite issue resolution, contributing to a more seamless customer experience'
- Addressed customer queries regarding orders, installations, product concerns, and after-sales support, ensuring timely resolutions
- Coordinated with service teams on dispatch updates, installation scheduling, and complaint resolution, facilitating seamless service delivery
- Streamlined backend documentation, service updates, and customer follow-ups, ensuring comprehensive case closure
Customer Service Executive
Hettich India- (Installco WIFY Technologies)
02.2021 - 01.2022
- Handled 80+ customer calls daily and responded to 50+ emails regarding service requests, installation issues, complaints, and escalations, ensuring high satisfaction levels
- Worked extensively on CRM for complaint logging, case tracking, service updates, and closure documentation Followed up on open and long-pending cases daily to reduce backlog, avoid SLA breaches, and ensure timely closures
- Assigned and routed complaints to the concerned teams based on service type, location, and priority level
Customer Support Executive
Ohhsodazzling (Sapphire)
01.2020 - 01.2021
- Managed customer support for home décor and lighting orders including dispatch coordination, returns, and complaint handling
- Handled customer communication across calls, WhatsApp, and social media platforms
- Coordinated with manufacturing teams for dispatch timelines and shipment issue resolution
- Managed product inventory and listings on Amazon India and Pepperfry
- Created social media creatives using Canva and coordinated influencer collaborations
Education
Bachelor of Science - Biotechnology
K.L. Mehta Dayanand College
Faridabad01-2019
Skills
- Service Coordination
- SLA monitoring
- Spare & Inventory Management
- Operational reporting
- Team coordination
- Process Optimization
- Microsoft Excel
- Microsoft Powerpoint
- Power BI
- API Integration Understanding
Accomplishments
Awarded “Star of the Month” twice in 2025 for outstanding performance, operational efficiency, and customer handling.
Interests
Watching documentaries and real-life case studies
Curating travel itineraries
Timeline
Team Lead – Customer Service & Backend Operations
Hettich India
01.2023 - Current
Senior Executive – Customer Service & Operations
Hettich India- (Installco WIFY Technologies)
01.2022 - 01.2023
Customer Service Executive
Hettich India- (Installco WIFY Technologies)
02.2021 - 01.2022
Customer Support Executive
Ohhsodazzling (Sapphire)
01.2020 - 01.2021
Bachelor of Science - Biotechnology
K.L. Mehta Dayanand College