SPURTHI RAI
Customer Operations Lead
Bangalore
Summary
Experienced CX Team Leader with a strong background in managing inbound customer experience teams, driving performance through well-defined KRAs and KPIs. Proven expertise in process improvement, quality assurance setup, and performance management systems. Skilled in building QA frameworks from scratch, training team members, conducting strategic reviews, and ensuring consistent brand voice through ongoing coaching and refresher trainings. Adept at aligning individual performance with organizational goals and supporting growth through structured learning journeys and appraisal tracking.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Team Leader
Quantum Leap Learning Solutions Private Limited
03.2023 - 12.2025
- Drove high customer satisfaction by maintaining a 4.6 CSAT through quality coaching, process adherence, and performance monitoring. Optimized response workflows to resolve customer queries and escalations within a 4-hour turnaround time.
- Improved business outcomes by maintaining an 80% retention rate on refund requests via empathetic communication and solution-oriented handling.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Created a Performance Management System to track team members' KRAs and KPIs.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Assisted in recruitment to build team of top performers.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Senior Customer Service Executive
Wakefit Innovations Private Limited
06.2021 - 02.2022
- Managed the Negative Reviews and Online Reputation function by monitoring customer feedback across digital platforms, and taking timely action to resolve concerns.
- Analyzed negative reviews to identify root causes, recurring issues, and improvement opportunities, contributing to service and process enhancements.
- Responded to customer queries via email, chat, and phone, ensuring accurate information on products and services, while maintaining brand tone.
- Resolved customer complaints through active listening, empathy, and problem-solving, improving customer trust and satisfaction.
- Handled multi-line phone support, efficiently assessing client challenges, and providing appropriate resolutions within defined timelines.
- Collaborated effectively with internal teams, leveraging strong interpersonal and communication skills to ensure seamless issue resolution.
- Demonstrated strong time management and adaptability while managing multiple communication channels simultaneously.
Senior Customer Service Executive
Zoomcar India Private Limited
06.2018 - 06.2020
- Handled customer bookings and service queries across chat and escalation calls, including payments, disputes, rewards, refunds, and vehicle-related information.
- Provided accurate and timely resolutions by navigating multiple systems and leveraging up-to-date product and technology knowledge.
- Delivered consultative, customer-focused solutions by understanding customer needs, and recommending appropriate actions or alternatives.
- Performed effectively in a fast-paced, performance-driven environment, meeting quality, productivity, and compliance standards, where interactions were regularly monitored and reviewed.
- Managed escalated customer interactions with professionalism and empathy, ensuring issue resolution while maintaining service-level expectations.
Senior Customer Service Executive
AEGIS, Ajio
12.2016 - 04.2018
- Maintained accurate documentation of customer interactions, including transactions, complaints, feedback, and actions taken, while processing orders, forms, and applications.
- Effectively handled customer objections and rejections, using persuasive communication to convert opportunities and promote company products.
- Shared best practices and product knowledge with team members, contributing to improved performance and achievement of sales targets.
- Analyzed customer needs and provided solutions in strict adherence to company policies and guidelines.
- Delivered consultative, customer-focused solutions by understanding customer needs, and recommending appropriate actions or alternatives.
Education
BBA - Business Accountancy
SRM University
Chennai, India 04.2001 -
Pre - Commerce
Presidency College
Bengaluru, India01.2013
ICSE - undefined
Cluny Convent High School
Bangalore01.2010
Skills
Performance Management & KPI Governance
Quality Assurance Framework Development
Process Improvement & Operational Excellence
Coaching, Training & Talent Development
Cross-Functional Collaboration & Stakeholder Alignment
Customer Experience Strategy & Issue Resolution
Performance Reporting
Decision Making
Timeline
Team Leader
Quantum Leap Learning Solutions Private Limited
03.2023 - 12.2025
Senior Customer Service Executive
Wakefit Innovations Private Limited
06.2021 - 02.2022
Senior Customer Service Executive
Zoomcar India Private Limited
06.2018 - 06.2020
Senior Customer Service Executive
AEGIS, Ajio
12.2016 - 04.2018
BBA - Business Accountancy
SRM University
04.2001 -
ICSE - undefined
Cluny Convent High School
Pre - Commerce
Presidency College