Open to opportunities

Aranta Nishi Lugun

@arantanishilugun

Message

I build scalable customer operations, AI automation, and retention strategies that improve service and revenue.

India

Message

What I'm looking for

I'm looking to lead scalable business operations and customer strategy initiatives where I can use automation, data, and cross-functional collaboration to improve customer journeys, operational efficiency, compliance, and revenue.

At Internshala, I lead B2C support operations for 10,000+ customers and 12,000+ monthly interactions, using AI automation, lifecycle redesign, and capacity planning to cut operating costs by 50%, reduce first response time from 48 hours to 6 hours, and generate ₹70 lakh in annual revenue.

I've built escalation governance, SOPs, playbooks, and root-cause frameworks across customer operations, payments, refunds, and regulatory cases. I partner with Product, Legal, Marketing, Sales, and leadership to resolve systemic issues, strengthen compliance, and improve customer journeys while sustaining 4.8 CSAT, 85 NPS, and 96% SLA.

Experience

Work history, roles, and key accomplishments

Current

Manager - Business Operations and Customer Strategy

Current

Internshala

Jul 2024 - Present (2 years 1 month)

Own end-to-end B2C support operations for 10,000+ customers and 12,000+ monthly interactions, driving workforce planning, capacity management, and SLA governance. Automated support workflows with AI, cut costs by 50%, and reduced FRT from 48 hours to 6 hours.

Business Operations Customer Strategy Escalation Management Operational Excellence AI Automation Workforce Planning Customer Journey Optimization Root Cause Analysis Regulatory Compliance Stakeholder Management Process Improvement Revenue Optimization Zapier Claude AI Zendesk Freshdesk Zoho Desk Excel Power BI

Senior Associate - Customer Experience and Operations

Internshala

Oct 2020 - Jun 2024 (3 years 8 months)

Acted as SME for complex customer escalations and process improvement initiatives. Developed SOPs, playbooks, and complaint tracking frameworks that standardized operations.

Customer Experience Operations Escalation Management Process Improvement SOP Development Data Analysis SLA Management

Operations Executive

Teleperformance

Jun 2018 - Nov 2018 (5 months)

Provided end-to-end email-based support to North American Amazon sellers across FBA and merchant-fulfilled accounts. Resolved complex seller issues including listing suppression, account health notifications, inventory discrepancies, and ASIN reinstatement requests.

Email Support Amazon Seller Support Amazon FBA Issue Resolution Quality Assurance