Summary
Overview
Work History
Education
Skills
Timeline
Generic
Sapna Singh

Sapna Singh

Customer Success Lead
Gurgaon

Summary

A seasoned Operations Leader with strong experience in customer success, service delivery, team management, and operational excellence. Focused on quality improvement and customer retention.

Overview

14
14
years of professional experience
2017
2017
years of post-secondary education

Work History

Customer Success Lead

Hunarhub
01.2023 - Current
  • Built and scaled a home staffing service line for HNI clients from scratch, covering market research, offering design, operations, and profitability.
  • Hands-on experience in end-to-end service delivery, including sourcing, training, verification, deployment and client management.
  • Successfully onboarded 46+ HNI clients in Delhi NCR, with the first 13 clients acquired organically through direct outreach and referrals, before leveraging digital marketing support to scale further.
  • Mobilized and evaluated 60+ domestic workers across 5 states for 24×7 live-in staffing, ensuring high service standards and safety protocols.
  • Designed and implemented performance evaluation systems for domestic workers to maintain service quality and address client feedback.
  • Proven ability to manage post-deployment concerns, quality audits, and continuous training to ensure client satisfaction and retention.

Customer Success Manager

Lakshita Fashions PVT LTD.
06.2022 - 01.2023
  • Leading a team of 4 Customer care professionals to provide a best-in-class customer experience.
  • Maintained a high-quality work environment by setting monthly goals for the entire team.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Streamlined communication and established internal SLAs between all departments to ensure quick resolution of customer inquiries.
  • Perpetually conducting customer surveys to understand consumer needs to share consumer insights with higher management.
  • Tracking customer experience with help of metrics like CSAT and NPS.
  • Keeping a record of customer database by using Freshdesk, Google trackers.
  • Collaboratively worked with the Ecommerce team to improve the website and post ops order experience.
  • Implemented Freshdesk for CRM, deployed Return Prime for RVP, integrated Limechat for chats and chatbots. Conducted training sessions for the team to proficiently operate these software platforms.
  • Regularly addressed and highlighted concerns related to these tools and actively worked on discovering and implementing enhancements to boost the efficiency of our tasks.

Quality and Training Team Leader

Adisports India PVT LTD.
10.2015 - 06.2022
  • Acting as a facilitator to bring in necessary changes to the existing processes to meet or exceed customer expectations and business goals.
  • Conducting training for new joiners.
  • Organize calibration sessions to reduce the variance in understanding between training and operations and to aid in the delivery of standard services.
  • To audit the customer's connects (calls and chats) on a daily basis.
  • Record feedback and send it to the appropriate representative and supervisor to identify areas for improvement.
  • To check whether the CCE has incorporated knowledge and competence and whether the customer was able to comprehend what the CCE was talking about.
  • To determine whether the CCE followed proper phone etiquette, followed appropriate hold procedures, and provided a proper resolution to the customer's request.
  • Own TNA (Training Need Analysis).
  • Basis audits, both live and recorded, identify areas of improvement, which are translated into training modules to be conducted by our trainers.
  • Conduct random dip-checks to identify areas to be worked on, like issue types, processes, etc.
  • Daily briefings are used to provide new updates.
  • Closely worked on strategies to improve metrics like NPS, and FCR.

Quality Analyst

Fashionandyou.com.
07.2015 - 10.2015
  • Monitoring customers connect to improve agent performance in the contact center.
  • Observing their KPIs, acknowledging them for their achievements and teaching them the organizational objective in order to deliver a consistent brand experience.
  • Conducting call calibration among supervisors and agents to evaluate the agent's performance and improve customer service.
  • Daily briefings are used to provide new updates.

Customer Care Representative

Limeroad.com.
07.2014 - 07.2015
  • Responded to customer requests for products, services, and company information on-call and via email.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Leveraged sales expertise to promote products and capitalise on upsell opportunities.
  • I followed up with customers about unresolved issues to maintain high standards of customer service.
  • Delivered excellent customer service, resulting in a consistent 90% plus customer satisfaction rating.

Customer Service Representative

Fashionandyou.com.
07.2013 - 07.2014
  • Managed large amounts of incoming phone calls.
  • Generate sales leads.
  • Identify and assess customers' needs to achieve satisfaction.
  • Build sustainable relationships and trust with customer accounts through open and interactive communication.

Customer Support executive

Jabong.com.
01.2013 - 07.2013
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Recommend products to customers, thoroughly explaining the details.
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities.
  • Answered a constant flow of customer calls with minimal wait times.

Customer Retail Executive

Vodafone
07.2011 - 07.2012
  • Company Overview: Vodafone store
  • Building Customer relationship by maintaining track of customer's requests.
  • Handling the floor & taking escalations in the absence of supervisor.
  • Handling customer Queries.
  • Achieving sales target.
  • Vodafone store

Education

BCOM - Commerce

Delhi University
Delhi, DELHI

High School Diploma - Commerce

DJPS

10th - undefined

KPS

Skills

  • Client Onboarding
  • Relationship Management
  • Salesforce
  • Jira Ticketing
  • Fresh Desk
  • NPS
  • CSAT
  • Pareto

Timeline

Customer Success Lead

Hunarhub
01.2023 - Current

Customer Success Manager

Lakshita Fashions PVT LTD.
06.2022 - 01.2023

Quality and Training Team Leader

Adisports India PVT LTD.
10.2015 - 06.2022

Quality Analyst

Fashionandyou.com.
07.2015 - 10.2015

Customer Care Representative

Limeroad.com.
07.2014 - 07.2015

Customer Service Representative

Fashionandyou.com.
07.2013 - 07.2014

Customer Support executive

Jabong.com.
01.2013 - 07.2013

Customer Retail Executive

Vodafone
07.2011 - 07.2012

High School Diploma - Commerce

DJPS

10th - undefined

KPS

BCOM - Commerce

Delhi University
Sapna SinghCustomer Success Lead