Seher Aslam
Customer Experience Manager
Mumbai
Summary
Customer-focused professional with over 6 years of experience in customer experience, training operations, hospitality, and support management. Proven track record in scaling support teams, driving automation, and maintaining high CSAT and NPS scores. Adept at process optimization, cross-functional collaboration, and delivering seamless customer journeys across digital and service-led industries.
Overview
7
7
years of professional experience
Work History
Customer Experience Manager
MyMuse India
Mumbai
09.2024 - Current
- Maintained a CSAT score above 4.2/5 consistently by improving support systems and team performance.
- Led resolution of high-priority customer escalations to improve satisfaction in critical cases and prevent churn.
- Scaled the Customer Support Team from 2 to 6 members, aligning roles based on individual strengths.
- Implemented a zero-pending-ticket policy, ensuring 100% of daily queries were resolved within 24 hours.
- Introduced AI-driven automation; 30% of tickets fully automated, 67% partially handled—reduced workload and response times.
- Reduced First Response Time by 54% and Resolution Time by 40% through automation and team specialization.
- Eliminated ticket backlog through strategic prioritization and coordination.
- Built standardized daily metric reports and improved categorization for trend tracking.
- Established escalation frameworks and worked with operations teams to improve delivery experience.
- Launched return management system—streamlined backend, policy, and customer workflows.
Training & Operations Executive
saasguru
Sydney
04.2023 - 02.2024
- Streamlined product and training delivery by managing a centralized Boot Camp calendar.
- Orchestrated 30+ Boot Camps and 30+ orientation programs using Google Calendar and Zoom.
- Maintained NPS above 75 and 100% CSAT by ensuring timely access and personalized support.
Reservation Sales Coordinator
Crimson Hotels Limited
Dubai
10.2021 - 05.2023
- Made 30+ daily cold calls with 15–30% weekly closing rate; 10% success rate on cold emails.
- Boosted sales KPIs by 40% (Q1), 60% (Q2), and 100% (Q3 & Q4).
- Drafted proposals, contracts, daily pickup reports; managed social media marketing.
- Recognized with 'Role Model of the Quarter' award for top performance and sustainability efforts.
- Coordinated product demonstrations to showcase key features for sales prospects.
- Cultivated long-lasting relationships with existing clients by providing ongoing support throughout the post-sales process.
STEP Associate
The Oberoi Group
Jaipur
08.2018 - 08.2021
- Completed rotational training across Front Office, F&B, Housekeeping, Kitchen, HR, Finance, and Sales.
- Managed check-in/out, reservations, upselling, night auditing, and special guest experiences.
- Handled hostess desk, bartending, order taking, banquets, in-room dining, inventory, and cost control.
- Served VIP guests as a butler with high-touch service delivery.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
Education
Bachelor of Arts - Tourism Studies
08.2018 - 10 2021
Commerce - Accounts
01.2011 - 1 2018
Skills
Customer Experience Management
Support Operations
Process Automation
Team Leadership
CSAT/NPS Improvement
Data analytics
Voice of customer analysis
CRM software proficiency
Customer feedback management
Websites
Timeline
Customer Experience Manager - MyMuse India
09.2024 - Current
Training & Operations Executive - saasguru
04.2023 - 02.2024
Reservation Sales Coordinator - Crimson Hotels Limited
10.2021 - 05.2023
STEP Associate - The Oberoi Group
08.2018 - 08.2021
Indira Gandhi National Open University - Bachelor of Arts, Tourism Studies
08.2018 - 10 2021
Bloom Public School - Commerce, Accounts
01.2011 - 1 2018