Looking for a job

Ankur Kumar Aman

@ankurkumaraman

Message

I build scalable customer experience operations that improve retention, SLA performance, and support efficiency.

India

Message

What I'm looking for

I'm looking to lead customer experience, customer success, or support operations where I can scale omnichannel service, automate workflows, strengthen SLA performance, and improve retention and customer satisfaction.

I've led customer success, account retention, and support operations across Mygate, Ozone Overseas, Almo Wear, noon, and global B2B/B2C environments. I focus on improving adoption, customer experience, SLA compliance, and high-value account outcomes.

At Ozone Overseas, I managed 20+ support agents and scaled D2C support touchpoints by 200%. I migrated historical channels to Freshdesk, integrated Exotel, deployed WhatsApp chatbot workflows, and reduced complex exchanges, refunds, and tier-3 escalations from seven days to 48 working hours.

At Almo Wear, I built the multi-channel customer support ecosystem from scratch and created SOPs for distributed execution. My automated WhatsApp verification workflow raised confirmation rates from 60% to 95%, while I maintained 95%+ QA and 85%+ CSAT and improved NPS from 45% to 60%.

At noon, I governed Zendesk-based email, chat, voice, and social support for a remote team of 40 agents across India, Sri Lanka, UAE, and Jordan. I delivered a four-hour email FRT, 30-second live-chat FRT, 100% chat acceptance, 95%+ QA, and 85%+ CSAT.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Account Manager

Current

Mygate

Jun 2025 - Present (1 year 3 months)

Headed client success and post-onboarding account retention across premium enterprise territories, driving user adoption and customer experience metrics. Monitored order queues, resolved operational bottlenecks, and enforced internal processing SLAs.

Customer Success Account Management SLA Governance Escalation Management Cross functional Coordination

Assistant Manager - Customer Experience & Operations

Ozone Overseas Private Limited

Jan 2023 - Jun 2025 (2 years 5 months)

Supervised end-to-end customer service infrastructure, driving a 200% acceleration in D2C digital sales touchpoints. Managed a team of 20+ support agents, led tech migration to Freshdesk, and compressed escalations from 7 days to 48 hours.

Customer Experience Operations Management Freshdesk Exotel WhatsApp Business Chatbots SLA Management Team Leadership QA CSAT

Customer Support Manager

Almo Wear Private Limited

May 2022 - Dec 2022 (7 months)

Designed and deployed the brand's multi-channel customer support ecosystem from scratch, structuring SOPs for distributed support. Led migration to Freshdesk, integrated Exotel, and utilized WhatsApp chatbot to auto-deflect repetitive queries.

Customer Support Freshdesk Exotel WhatsApp Business Chatbots SOP Development RTO Mitigation NPS QA CSAT

Team Captain - Customer Support Operations

noon

Aug 2017 - May 2022 (4 years 9 months)

Governed daily floor operations, macro creations, and ticketing routing rules using Zendesk Enterprise across multiple channels. Supervised a remote team of 40 agents and enforced a strict 4-hour First Response Time.

Zendesk Workforce Management Team Leadership Email Support Live Chat FRT AHT QA CSAT

Relationship Manager - Global Customer Success

WB Promotion

Jul 2016 - Jul 2017 (1 year)

Managed dual-segment B2B/B2C customer success lifecycle support via email, live chat, and voice channels, driving a 20% year-on-year increase in client retention. Partnered with international 3PL networks for shipment tracking and customs documentation.

Customer Success B2B B2C Email Support Live Chat Voice support Logistics 3PL Coordination DHL FedEx

Customer Care Executive

LeasePlan India Private Limited

May 2013 - Jan 2014 (8 months)

Coordinated pan-India corporate fleet logistics across vendor configurations and managed customer ticketing queries between corporate clients and authorized service centers.

Logistics Coordination Customer Ticketing Vendor Management Fleet Management

Customer Service Associate

SERCO BPO

Oct 2012 - May 2013 (7 months)

Selected for the elite launch support team for McDonald's delivery in India, resolving 90+ inbound customer support queries daily with a 90%+ QA accuracy.

Inbound Support Customer Service Accuracy Focused QA