Shruti Gupta
Gurugram
Summary
Customer Experience and Customer Care Operations Leader with 15+ years of experience across global retail, banking, and service organizations including Forever New, Zara (Inditex), Bank of America, Citi Bank, RBL Bank, and Frankfinn. Specialized in building customer-first service operations, managing multi-channel support environments, and improving customer satisfaction through process optimization, escalation management, and cross-functional collaboration. Proven expertise in retail and e-commerce customer journeys, SLA governance, and service excellence aligned with global brand standards.
Overview
17
17
years of professional experience
Work History
Customer Care Manager
Forever New
02.2026 - Current
- Lead end-to-end customer care operations supporting retail and e-commerce customers.
- Drive customer-first service strategy aligned with Forever New’s global brand standards.
- Manage voice and non-voice customer support channels ensuring SLA adherence.
- Develop and implement SOPs for returns, refunds, order management, payments, and escalations.
- Collaborate with store operations, logistics, supply chain, and finance teams for seamless customer resolution.
- Monitor customer feedback trends to identify improvement opportunities and enhance service delivery.
- Train and mentor customer care teams to deliver premium retail customer experiences.
- Strengthened escalation handling framework improving resolution efficiency.
- Streamlined customer workflows across order and refund lifecycle.
- Supported operational excellence initiatives to enhance customer satisfaction.
Assistant Manager – Customer Experience
Inditex Trent India Pvt. Ltd. (ZARA)
12.2021 - 02.2026
- Managed contact center operations across India, UK, Ireland, South Africa, and Malta.
- Represented India CX team at Global Review Meeting in La Coruna, Spain (2024).
- Monitored KPIs including productivity, quality, and service levels.
- Managed escalations from customers, stores, consumer forums, and legal teams.
- Oversaw manpower planning, billing, and training for contact center partners.
- Coordinated with finance, logistics, warehouse, and commercial teams to ensure timely order fulfilment and refunds.
- Successfully handled peak sales volumes while maintaining service levels.
Customer Service Manager – PAN India
Frankfinn Institute of Air Hostess Training
11.2018 - 12.2021
- Managed customer service operations across 52 centers PAN India.
- Led complaint resolution workflows including refunds and certification issues.
- Published productivity and escalation reports for leadership reviews.
- Created monthly presentations for national performance reviews.
- Improved coordination between departments for faster complaint resolution.
Manager – Client Response Unit (Credit Card Operations)
RBL Bank Ltd.
11.2017 - 11.2018
- Managed team of 15 agents handling high-level customer grievances.
- Oversaw escalations addressed to Head Card Services and Principal Nodal Officer.
- Reduced customer dissatisfaction through structured resolution processes.
- Developed training modules and performance tracking dashboards.
- Prepared MIS reports and operational analytics.
Senior Customer Service Officer – Credit Cards Operations
Citibank N.A.
07.2015 - 09.2017
- Managed dispute resolution and escalation handling for credit card customers.
- Part of approval team for interest and late payment fee waivers.
- Conducted customer history analysis to support decision-making.
Senior Team Member – Back-End Operations
BA Continuum India Pvt. Ltd. (Bank of America Subsidiary)
05.2009 - 07.2015
- Managed credit card servicing and account research operations.
- Processed payment investigations and account maintenance requests.
- Conducted FCR analysis and suggested operational improvements.
- Supported internal and external customer query resolution.
Education
Bachelor of Business Administration -
Sikkim Manipal University
01.2015
Skills
- Customer Experience (CX) Strategy
- Customer Care Operations Management
- Retail & E-commerce Support
- Voice & Non-Voice Operations
- Escalation & Complaint Management
- Service Level & SLA Governance
- Customer Journey Optimization
- Process Improvement & SOP Design
- Team Leadership & Training
- Zendesk CRM
- Magento
- Uniware
- Stakeholder Management
- NPS & CSAT Improvement
Languages
English (Fluent)
Hindi (Fluent)
Professional Highlights
- Represented India CX operations globally at Inditex Headquarters (Spain).
- Extensive experience managing retail and banking customer journeys.
- Expertise in escalation management.
- Strong cross-functional collaboration across operations and supply chain teams.
Websites, Portfolios and Profiles
www.linkedin.com/in/shruti-gupta-b5ba51320
Timeline
Customer Care Manager
Forever New
02.2026 - Current
Assistant Manager – Customer Experience
Inditex Trent India Pvt. Ltd. (ZARA)
12.2021 - 02.2026
Customer Service Manager – PAN India
Frankfinn Institute of Air Hostess Training
11.2018 - 12.2021
Manager – Client Response Unit (Credit Card Operations)
RBL Bank Ltd.
11.2017 - 11.2018
Senior Customer Service Officer – Credit Cards Operations
Citibank N.A.
07.2015 - 09.2017
Senior Team Member – Back-End Operations
BA Continuum India Pvt. Ltd. (Bank of America Subsidiary)
05.2009 - 07.2015
Bachelor of Business Administration -
Sikkim Manipal University