Sneha Barath
Building & Scaling Customer Experience Strategy
Bangalore
Summary
Effective leader and problem-solver dedicated to streamlining operations to improve customer experience and drive overall organizational success.
Overview
11
11
years of professional experience
Work History
Associate Director, Customer Experience
DesignCafe
10.2022 - Current
- Established and led a team of 15+ customer service associates to proactively gather customer feedback and manage escalations
- Key team metrics: >90% feedback response rate, >80% tickets resolved within TAT, and >80% CES & CSAT on escalated tickets
- Created detailed monthly Voice of the Customer (VOC) reports, delivering actionable insights for business improvement
- Collaborated with cross-departmental leaders & stakeholders to execute projects as part of a CX Pod to improve customer experience
- Key organizational outcomes: CSAT score exceeding 4.2 and a CNPS above 20% for DesignCafe and Qarpentri, contributing up to 24% of referral sign-up revenue and driving overall business growth
Senior Manager - Customer Success
Unacademy (Sorting Hat Technologies) - Ed Tech
12.2020 - Current
- Built a team of 20 associates to resolve ~6000 escalation tickets per month raised by Learners; through co-ordination with ~45 Category teams and stakeholders
- Achieved Resolution SLA % > 95% and CSAT > 50% on Freshdesk
- Built and managed SOPs and scalable processes to ensure first time right resolutions
- Built process to resolve concerns of Learners who rate Unacademy low (1-3 on a scale of 5) on the monthly subscription feedback rating
- Achieved a 75% subscription feedback rating movement from 40% Learners who re-rate us monthly after interacting with the team
- Weekly analysis & reporting of ~ 25-30 critical/severe Business Insights through the voice of learners; Interaction:Subscriber ratios for categories, and driving fixes wherever applicable.
Senior Operations Manager | Operations Manager | Sr. Community Manager
91springboard Business Hub Pvt. Ltd. - Coworking Spaces
05.2016 - 12.2020
- Managed 3000+ seats across 3 different locations, 1.2 lakh sq.ft
- Area, 1.2 crore MoM revenue
- Led a team of 15+ direct and indirect reports, employee satisfaction score among top 3 in the organization, annual retention of > 90%
- Formulated strategy to maintain high NPS and customer retention
- Achieved NPS>50, CSAT>4.25
- Focused on creating an environment of joy, learning and collaboration, with constant engagement leading to referrals
- Created a robust collection process, 98% collections within 10 days of invoice date
- Delivered consistent gross margin of 35% in steady state hubs
- Successfully coached and developed 6 first time managers to hub manager roles
- Led Onboarding Standardization and Hub Tour standardization process for the company hub operations manual
- Led to increased CSAT for onboarding from 4.1 to 4.5 in 3 months.
Associate Engineer
Caterpillar India Pvt. Ltd.
08.2013 - 07.2015
- Rank 11 out of 180 people batch in Mechanical Engineering batch, only person selected from 3 universities under Leadership and Technical Development Program
- Deployed 'Plan for Every Part' in the Thiruvallur plant
- Improvements in the supply chain network identified, conveyed to relevant departments
- SPOC for 'Operations Visions Systems'- a data collection solution for the shop floor
- Worked on time study, lean analysis, safety and ergonomics analysis
- Created training materials, developed standard procedures for deployment of this service.
Education
BTech - Mechanical Engineering
Amrita School of Engineering
12th - CBSE
MES, Qatar
10th - Matriculation
BVB, Coimbatore
Skills
Customer Service & Success
Stakeholder Management
Strategy and Execution
Project Management
Data Collection & Analysis
Strategic leadership
Team Collaboration and Leadership
Organizational Development
Decision-Making
Timeline
Associate Director, Customer Experience
DesignCafe
10.2022 - Current
Senior Manager - Customer Success
Unacademy (Sorting Hat Technologies) - Ed Tech
12.2020 - Current
Senior Operations Manager | Operations Manager | Sr. Community Manager
91springboard Business Hub Pvt. Ltd. - Coworking Spaces
05.2016 - 12.2020
Associate Engineer
Caterpillar India Pvt. Ltd.
08.2013 - 07.2015
BTech - Mechanical Engineering
Amrita School of Engineering
12th - CBSE
MES, Qatar
10th - Matriculation
BVB, Coimbatore
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