Yathiraj D
Bengaluru
Summary
With over 6 years of experience in Customer support - Business operations, I have consistently enhanced customer experiences and improved operational efficiency. Customer Experience Manager with a focus on delivering high-quality service and ensuring customer satisfaction. Known for productivity and efficiency in task completion, specializing in customer feedback analysis, process improvement, and team leadership. Excel in communication, problem-solving, and adaptability, leveraging these skills to meet and exceed customer expectations consistently.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Even Healthcare
Bengaluru
07.2024 - Current
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Successfully managed all member communications, becoming the go-to point of contact, and consistently delivering personalized support experiences.
- Implemented feedback loops from customers into product development processes.
- Streamlined the member journey across onboarding, support, and retention touchpoints, contributing to improved satisfaction and long-term engagement.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Recognized by management for providing exceptional customer service.
- Established and monitored key performance indicators (KPIs) for customer success.
- Worked closely with the Product, Sales, Claims, and Ops teams to ensure a unified, high-quality experience across departments.
- Identified and escalated product bugs and recurring issues, becoming a key feedback channel between users and the tech team.
- Created and implemented new CX processes from scratch, enhancing operational efficiency in a fast-paced startup environment.
- Championed a customer-first culture internally by translating feedback into actionable insights, and presenting those to key stakeholders.
- Helped reduce turnaround time and increase user satisfaction by proactively resolving individual issues and creating scalable support solutions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Care Manager - Business Operations & Customer Experience
Kenko Health PVT LTD
Bengaluru
11.2022 - 06.2024
- Strong B2B experience, handling high-value enterprise clients, and broker relationships to improve service delivery and retention.
- Acted as a key point of contact for enterprise clients to resolve complex claims and policy issues.
- Partnered with SaaS product teams to communicate customer feedback, suggest improvements, and co-design workflows.
- Delivered tailored support solutions and dashboards to enterprise users, improving engagement and reducing churn.
- Successfully implemented CRM tools, including HubSpot, Freshdesk, Kapture, and Zoko, to streamline support operations.
- Led and trained cross-functional teams, improving efficiency, first response time, and customer satisfaction scores.
- Collaborated closely with SaaS product and tech teams to drive customer-focused enhancements and product adoption.
- Consistently improved key metrics, such as NPS, ticket resolution time, and client onboarding satisfaction.
- Oversaw cashless claims and reimbursement processes, ensuring efficient settlement for customers.
- Maintained daily reports to track key performance metrics, achieving high customer satisfaction rates.
- Reported metrics and progress updates directly to Senior Vice President, keeping management informed.
- Led a team of 10 in managing reimbursement tickets and adjudication processes, ensuring accuracy.
- Supervised cashless report generation, contributing to overall efficiency and service reliability.
- Demonstrated strong attention to detail while managing multiple priorities in a fast-paced environment.
- Facilitated seamless claims processes, supporting success of customer support operations.
Subject Matter Expert
GIVA (Indiejewel Fashions) PVT LTD
Bengaluru
02.2021 - 09.2022
- Taking care of the ACC (Abounded Cart Checkout) and used to make sales of upto 1 lakh per month by each of the agents
- Handling customer queries and concern over a CRM portal like e.g Freshdesk, Kapture & Zoko for Whatsapp, Instagram & Mail
- I used to handle 10+ team members providing a precise training and knowledge about the CRM portal & product information
- Prepared detailed reports to track customer service metrics and identify areas of improvement
- Implemented KPI's for the customer support team, Increased the NPS score from 45 to 78 %
Team lead - Business Operations
Myvacala PVT LTD
Bengaluru
08.2020 - 01.2021
- Onboarding car service center across Bangalore, and providing the OEM spare parts for the dealers and wholesalers
- We were handling multiple projects at a time providing the spare parts to the dealers also working on the parking slots across Bangalore (Myvacala Parking)
- Successfully led a team of 10 in the successful completion of 3 major projects
- Managed daily operations for a team of 10, including training, performance management, and conflict resolution
- Developed and Implemented process Improvement initiatives that increased team efficience by 20%
Education
B.COM -
Karnataka State Open University
09.2022
Skills
- Microsoft Office Suite
- Presentation design
- Operational management
- Excel proficiency
- Team leadership
- Customer experience strategy
- Adobe Photoshop
- KPI development
- Performance management
- Project management
Hobbies and Interests
- Playing guitar
- Photography
- Singing
- Watching Thriller series or movies
Languages
- English
- Hindi
- Telugu
- Kannada
- Tamil
Personal Information
- Date of Birth: 03/16/01
- Nationality: Indian
Certification
Power BI
Languages
English
First Language
Hindi
Upper Intermediate (B2)
B2
Telugu
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Timeline
Customer Experience Manager
Even Healthcare
07.2024 - Current
Care Manager - Business Operations & Customer Experience
Kenko Health PVT LTD
11.2022 - 06.2024
Subject Matter Expert
GIVA (Indiejewel Fashions) PVT LTD
02.2021 - 09.2022
Team lead - Business Operations
Myvacala PVT LTD
08.2020 - 01.2021
B.COM -
Karnataka State Open University
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