Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Accomplishments
Languages
OPERATIONAL TOOLS
Timeline
Generic
Swapna Indukuri

Swapna Indukuri

Bengaluru

Summary

Dynamic Senior Manager with a proven track record at Games24x7 Pvt Ltd, excelling in customer relationship management and data analysis. Spearheaded personalized retention strategies, achieving a remarkable 40% increase in engagement. Adept at cross-functional collaboration and strategic thinking, driving significant improvements in user lifetime value and satisfaction.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Senior Manager - VIP Relationships & Retention

Games24x7 Pvt Ltd
Bengaluru
09.2016 - Current
  • Managed end-to-end VIP lifecycle, including high-value player onboarding, engagement, retention, and loyalty strategy execution across multiple gaming products.
  • Spearheaded personalized gifting initiatives, ensuring timely and brand-aligned gift campaigns for high-tier players, resulting in increased player satisfaction and long-term retention.
  • Conducted in-depth campaign data analysis to track player engagement trends, optimize targeting strategies, and drive a 25% increase in VIP conversion and reactivation rates.
  • Owned vendor procurement and management for gifting, merchandise, and events — including negotiation, onboarding, execution, and relationship governance.
  • Oversaw vendor payment processing, ensuring compliance, timely invoicing, and budget optimization within procurement cycles.
  • Directed event planning and exhibition coordination, managing logistics, themes, experiential design, and on-ground player engagement.
  • Established structured feedback loops to gather VIP player input, and used insights to refine gifting, feature offerings, and engagement strategies.
  • Led and mentored a high-performing team of coordinators and executives, ensuring timely execution of campaigns, gifting schedules, and account relationship hygiene.
  • Collaborated with cross-functional teams across CRM, Analytics, Operations, Admin, Legal, and Product to ensure a seamless, 360° VIP experience.

Senior Customer Executive

HDFC Developers Ltd
Mumbai
04.2015 - 09.2016
  • Delivered front-line customer support for property inquiries, site visit coordination, and CRM updates.
  • Acted as the liaison between prospective clients and the sales team, ensuring lead qualification and customer follow-up.
  • Resolved customer queries related to property documentation, payment plans, and project status, contributing to enhanced customer satisfaction.
  • Supported post-sale processes including documentation, handover, and customer onboarding.

Information Retrieval Officer

Just Dial Pvt Ltd
Mumbai
12.2011 - 01.2015
  • Handled high-volume inbound customer requests, offering information across various services listed on the platform.
  • Maintained data accuracy and ensured prompt service delivery, contributing to operational KPIs like response time and first-contact resolution.
  • Coordinated with backend teams to ensure verified listings and customer follow-ups, enhancing service reliability.
  • Developed a keen understanding of local business ecosystems and customer behavior across multiple verticals.
  • Ensured timely delivery of accurate information to enhance customer satisfaction levels.
  • Analyzed patient chart data and identification to verify accurate information.

Management Trainee Intern

Vacations Exotica Pvt Ltd
Mumbai
05.2011 - 08.2011
  • Assisted team in organizing travel itineraries for diverse vacation packages.
  • Coordinated with vendors to ensure timely delivery of services and accommodations.
  • Supported marketing efforts by creating promotional content for social media platforms.
  • Conducted market research to identify trends in the travel and tourism industry.
  • Participated in team meetings to discuss operational strategies and service improvements.
  • Engaged with customers to gather feedback on their travel experience and preferences.
  • Developed training materials for new interns on company policies and procedures.
  • Maintained accurate records of client interactions and service requests in databases.

Hospitality Trainee

Hotel Grand Hyatt
Mumbai
05.2010 - 06.2010
  • Provided on-ground support during corporate and private events, managing guest interactions and service delivery.
  • Assisted banquet operations and ensured event execution in line with luxury service standards.
  • Developed early experience in customer handling and operational coordination within the hospitality industry.
  • Advised management on changes needed to improve customer service standards.

Education

MBA - Human Resource Management

Welingkar Institute of Management Development
Mumbai
01.2017

Bachelor of Science - Hospitality Management

S.N.D.T. University
Mumbai
01.2011

Skills

  • Microsoft Office Suite
  • Data analysis and analytics
  • Customer relationship management
  • Cross-functional collaboration
  • Market research and user engagement
  • Event planning and management
  • Stakeholder management
  • Communication skills and feedback analysis
  • Team leadership and training development
  • Strategic thinking and problem-solving
  • Operations management and logistics oversight
  • Budget administration and oversight
  • Retention strategies and performance management
  • Budget optimization

Certification

Certificate in CRS - Amadeus

Diploma in Travel & Tourism

Hobbies and Interests

  • Community Service: Volunteered during college festivals and COVID-19 relief efforts, showcasing a strong commitment to giving back.
  • Quizzing & Learning: Participated in intercollegiate quiz competitions and NSS activities, reflecting a passion for knowledge and teamwork.
  • Gardening: Helps build patience, care, and consistency — traits that translate well into any work environment.
  • Cooking: Enjoy experimenting with new recipes and cuisines, which fosters creativity, attention to detail, and a mindful approach to tasks.
  • Watching Television: Interested in a wide range of films, including world cinema and documentaries, which enhances cultural understanding and critical thinking.

Accomplishments

  • Increased customer retention by 25% through targeted loyalty initiatives
  • Developed and implemented a loyalty program that drove a 15% increase in revenue
  • Improved program engagement by 30% through strategic communication and promotional campaigns
  • Designed and executed personalized gifting and event strategies that enhanced player retention

Languages

Telugu
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1

OPERATIONAL TOOLS

MS Office                                Zendesk                                 Ameyo

Databricks                               Alchemer                               Precoro

Jira                                           Slack                                      Monday and Asana

Timeline

Senior Manager - VIP Relationships & Retention

Games24x7 Pvt Ltd
09.2016 - Current

Senior Customer Executive

HDFC Developers Ltd
04.2015 - 09.2016

Information Retrieval Officer

Just Dial Pvt Ltd
12.2011 - 01.2015

Management Trainee Intern

Vacations Exotica Pvt Ltd
05.2011 - 08.2011

Hospitality Trainee

Hotel Grand Hyatt
05.2010 - 06.2010

MBA - Human Resource Management

Welingkar Institute of Management Development

Bachelor of Science - Hospitality Management

S.N.D.T. University

Similar Profiles

CREATE PROFILE
Swapna Indukuri