Seasoned professional with deep understanding of strategic business planning and development. Strengths include strong leadership, effective communication skills, decision making abilities, and problem-solving capabilities. Have consistently delivered results in previous roles by driving operational efficiency, enhancing team productivity, and implementing innovative management strategies.
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Hi, I’m
Smriti Sharma
CX & Ops Manager
Bengaluru,KA
Summary
Overview
7
years of professional experience
Work History
SWIGGYBengaluru
Senior Manager
04.2025 - 05.2026
Job overview
- Led the Gifting Concierge category at Swiggy CREW, owning end-to-end customer experience, operations, and revenue conversion for personalized gifting services.
- Increased conversion rate from 15% to 25% by improving customer qualification, concierge workflows, sales scripts, and decision-making frameworks.
- Redesigned fulfillment workflows using operational and customer experience data, reducing turnaround time from 6 hours to under 30 minutes, significantly improving order efficiency.
- Maintained customer dissatisfaction below 8% through quality audits and proactive issue resolution, directly improving customer retention.
- Managed 35-member operations team, overseeing hiring, onboarding, training, coaching, and performance management to enhance team effectiveness.
- Defined and tracked key operational KPIs, improving service reliability, execution quality, and customer satisfaction.
NEW RELICBengaluru
Customer Success Manager
05.2022 - 01.2025
Job overview
- Led onboarding, adoption, and engagement for high-value enterprise customers, ensuring successful implementation and ongoing platform value realization.
- Developed and maintained customer health dashboards, offering leadership insights into usage trends, risks, and feedback signals.
- Collaborated with product and engineering teams to track, prioritize, and resolve customer-reported issues, enhancing NPS and customer satisfaction.
- Created structured feedback loops to inform product roadmap decisions and champion customer-centric improvements.
CODINGALBengaluru
Lead Customer Success Manager
04.2020 - 04.2022
Job overview
- Led NPS programs, analyzed feedback trends, and drove corrective actions to improve retention and overall customer experience.
- Designed and executed customer engagement framework to enhance onboarding journeys, facilitate personalized follow-ups, and gather actionable feedback through satisfaction surveys.
- Collaborated cross-functionally with marketing, sales, and operations to define customer tiers and customize engagement strategies based on user profiles.
- Built custom CRM in Airtable to track student lifecycles, renewals, and engagement milestones, automating workflows to streamline processes.
FLYNOTEBengaluru
Business Development Associate
06.2019 - 03.2020
Job overview
- Drove customer retention and revenue growth through personalized engagement and strategic data-driven follow-ups.
- Managed end-to-end sales cycle, emphasizing customer discovery, solution alignment, and relationship management to enhance client satisfaction.
- Analyzed customer feedback and collaborated with internal teams to refine product offerings, aligning them with market needs.
Education
Kurukshetra UniversityHaryana, India
B. Tech from Computer Science Engineering
05.2015 - 05.2019
University Overview
Skills
- Customer experience
- Process optimization
- Revenue growth
- Customer journey mapping
- Customer feedback
- Stakeholder management
- Team leadership
- Data Analysis & Dashboarding
- Salesforce
- HubSpot
- Tableau
- SQL
- Microsoft Excel (Advanced)
- Freshdesk
- Airtable
- Google Workspace
- Jira
- Asana
- Claude
- Semrush
Timeline
Senior Manager
SWIGGY
04.2025 - 05.2026
Customer Success Manager
NEW RELIC
05.2022 - 01.2025
Lead Customer Success Manager
CODINGAL
04.2020 - 04.2022
Business Development Associate
FLYNOTE
06.2019 - 03.2020
Kurukshetra University
B. Tech from Computer Science Engineering
05.2015 - 05.2019