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, DELHIHigh 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
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