VINAY SINGH RS
Customer Engagement Lead
Bangalore,KA
Summary
Customer experience and operations professional with 6+ years of experience across crowdfunding, handcrafted furniture, and retail sectors. Proven expertise in customer success, process improvement, team management, client onboarding, and operational excellence. Skilled at using CRM tools (Zendesk, Onedirect, Intercom, Zoho) to deliver high satisfaction and reduce resolution time by 25%. Adept at leading teams, improving workflows, and enhancing user engagement.
Overview
6
6
years of professional experience
Work History
Customer Engagement Lead
Phantom Hands
Bengaluru, Karnataka
05.2025 - Current
Manage client lifecycle from design to delivery for high-value accounts such as Reliance Industries, WeWork, and Fraser Techno.
Collaborate with production and logistics teams to ensure on-time dispatch and zero defect deliveries.
Improve post-sales communication via CRM channels, increasing repeat business by 15%.
Conduct customer satisfaction analysis to identify gaps and implement process improvements.
Senior Business Operation Associate
Milaap Social Ventures Private Limited
Bengaluru, Karnataka
01.2020 - 05.2024
Led a 10-member user engagement team, improving CX quality metrics by 20% using MaestroQA and Playvox.
Drove NGO and hospital onboarding, increasing platform partnerships by 30%.
Oversaw KYC verification, donor support, and Stripe compliance to ensure operational accuracy.
Reduced donor query resolution time by 25% through process automation in Zendesk & Intercom.
Acted as liaison between Compliance, BD, and Donor Relations to ensure smooth fundraising campaigns.
User Engagement Associate
Milaap Social Ventures Private Limited
Bengaluru, Karnataka
11.2018 - 12.2019
Supported donors, NGOs, and fundraisers to ensure successful crowdfunding campaigns.
Handled multi-channel communication (email, calls, WhatsApp) to maintain strong relationships.
Promoted Milaap through hospital and NGO events, driving brand visibility and engagement.
Creating a fundraising page for the campaign organiser to help them raise funds.
Education
BACHELOR OF COMMERCE -
Dayanand Sagar Institutions
05-2018
Skills
- Customer Experience & Engagement
- Client Relationship Management
- Operations & Process Optimization
- Escalation & Issue Resolution
- CRM Tools: Zendesk, Intercom, Salesforce
- Data Analysis & Reporting
- Team Leadership & Training
- Cross-Functional Collaboration
- Business Development Support
- Compliance & KYC Management
Hobbies and Interests
- Received recognition for my contributions toward the first-ever Open The challenge at Milaap.
- Promoted Milaap through hospital social events.
- Collaborated with NGOs for animal rescue and rehabilitation.
- Passionate about diverse cuisines.
Timeline
Customer Engagement Lead
Phantom Hands
05.2025 - Current
Senior Business Operation Associate
Milaap Social Ventures Private Limited
01.2020 - 05.2024
User Engagement Associate
Milaap Social Ventures Private Limited
11.2018 - 12.2019
BACHELOR OF COMMERCE -
Dayanand Sagar Institutions