VIJAY G S
Customer Experience Manager
Bengaluru,Karnataka
Summary
Dynamic and resourceful Customer Experience Manager with over 16 years of diverse experience across E-commerce, Telecom, and Customer Service domains. Proven track record in managing large teams, optimizing customer journeys, driving operational efficiencies, and handling critical escalations. Adept at blending analytics with empathy to deliver seamless customer experiences.
Overview
15
15
years of professional experience
5
5
Languages
Work History
Customer Experience Manager
Reliance Retail (AJIO)
Bengaluru
09.2022 - Current
- Led AJIO's end-to-end customer experience strategy, ensuring seamless journeys across all customer touchpoints and internal/external stakeholders.
- Resolved high-impact escalations through RCA, process fixes, and leadership-level reporting.
- Collaborated with tech and ops teams to enhance CRM workflows, reduce failure points, and improve dialer efficiency.
- Managed LOB performance, optimized return/refund processes, and ensured strict adherence to partner SLAs.
- Drove CX improvements using customer sentiment insights and real-time metric tracking (TAT, CSAT, FTR, Escalation %).
- Delivered data-backed recommendations to leadership for key issues like shipping delays and refund patterns.
- Championed continuous process improvement through structured partner feedback and active leadership involvement.
Acquisition Head / Customer Experience Manager
Airtel
Bengaluru
02.2021 - 09.2022
- Led acquisition and onboarding operations for KK Circle across retail & B2B
- Ensured EV compliance, partner coordination, and new customer onboarding
- Drove digital partner engagement, vendor payments, and bad debt reduction
Relationship Manager – B2B AES
Airtel
12.2018 - 01.2021
- Managed service delivery & collections for top-tier clients (DELL, HP, Honeywell, Tech M, Oracle, Lenovo Etc..) including government establishments
- Led reconciliations, issue resolution, and stakeholder coordination across verticals
Retail Store Manager
Airtel
11.2016 - 11.2018
- Achieved monthly sales targets, supervised staff, and managed in-store operations & audits
Unit Manager – Airtel Postpaid
Mphasis (HP)
01.2014 - 01.2016
- Led voice support team, ensured SLAs, and drove coaching & feedback loops
Process Trainer
Mphasis (HP)
01.2013 - 01.2014
- Delivered new hire training, ensured certification readiness, and aligned client expectations
Customer Care Officer
Mphasis (HP)
01.2012 - 01.2013
- Resolved QRCs, ensured quality and participated in daily huddles for performance improvement
Customer Support Executive
Allsec Technologies
01.2011 - 01.2012
- Outbound support for TATA AIG Insurance – collections, reminders, and lead generation
Education
Bachelor of Science - Computer Science
Sir C V Raman University
06.2013
High School Diploma -
Vinayaka University
Bengaluru06.2009
SSLC - undefined
Ashwini High School
Skills
- Proficient in Microsoft Office Suite
- CRM tool proficiency: Kapture, Airtel Systems
- Experience with AI tools and Tableau
- Proficient in CRM software
Core Competencies
- End-to-End Customer Experience Management
- Escalation Handling & RCA Analysis
- Process Optimization & SOP Design
- Voice & Email LOB Management
- Partner & Stakeholder Engagement
- Team Training, Grooming & Supervision
- Dialer Systems, CRM (Kapture) & Tech Collaboration
- Strategic Reporting & Leadership Communication
Current Roles & Responsibilities
- Drive end-to-end customer experience strategy across all journey touchpoints – from pre-sales to post-delivery.
- Handle critical customer escalations with empathy, data-backed analysis, and cross-functional coordination.
- Perform Root Cause Analysis (RCA) and proactively implement SOPs to minimize repeat issues.
- Collaborate with tech teams to enhance system features (e.g., dialer alerts, CRM log integrity).
- Optimize CX metrics like TAT, CSAT, and escalation rates using analytical dashboards.
- Coordinate with external partners to align on SLAs and CX expectations.
- Ensure structured documentation and leadership presence in business reviews.
- Define and improve return/refund processes balancing customer delight and cost efficiency.
- Spearhead manpower planning and support allocation for email and voice LOBs.
- Regularly engage in customer sentiment analysis and ensure feedback loops to Product and Ops teams.
Hobby - Music & Travel
I Enjoy exploring diverse genres, attending live performances. I am also a Avid traveler, passionate about discovering new cultures, cuisines, and landscapes; believe travel sharpens perspective and fuels creativity.
Timeline
Customer Experience Manager
Reliance Retail (AJIO)
09.2022 - Current
Acquisition Head / Customer Experience Manager
Airtel
02.2021 - 09.2022
Relationship Manager – B2B AES
Airtel
12.2018 - 01.2021
Retail Store Manager
Airtel
11.2016 - 11.2018
Unit Manager – Airtel Postpaid
Mphasis (HP)
01.2014 - 01.2016
Process Trainer
Mphasis (HP)
01.2013 - 01.2014
Customer Care Officer
Mphasis (HP)
01.2012 - 01.2013
Customer Support Executive
Allsec Technologies
01.2011 - 01.2012
SSLC - undefined
Ashwini High School
Bachelor of Science - Computer Science
Sir C V Raman University
High School Diploma -
Vinayaka University