Ayaan Agrawal
@ayaanagrawal
I lead customer support operations that improve SLAs, response times, NPS, and scalable customer experience processes.
IndiaWhat I'm looking for
I'm currently leading a 10-member US Payroll support team at Rippling, improving queue management, SLA adherence, and daily operational performance. I reduced Time to First Response by 50% through queue optimization, workload balancing, and process improvements.
At Allen Digital, I built a ticket-tagging workflow that reduced unidentified feedback by 35% and helped raise NPS from 32 to 59 in three months. I partnered with Product, Academic, and Operations teams to turn customer feedback into improvements in app usability, attendance, and student engagement.
Across multiple roles at Uber, I led analyst and specialist teams, built incident triage frameworks, improved response times, and reduced defect rates by 28 bps. I worked closely with Product, Engineering, Quality, and Training teams to improve merchant support, global operations, and product launches across the US and Canada.
My background also includes multi-location operations, supply chain, vendor management, customer retention campaigns, and omni-channel customer experience. I bring an operational mindset grounded in data, root-cause analysis, coaching, and practical cross-functional action.
Experience
Work history, roles, and key accomplishments
Led a 10-member team supporting US Payroll customers, driving queue management, SLA adherence, and operational excellence. Reduced Time to First Response by 50% through queue optimization and process improvements.
VOC Manager
Allen Digital
May 2025 - Mar 2026 (10 months)
Ideated and implemented a ticket-tagging workflow for support teams, reducing unidentified feedback by 35%. Boosted NPS from 32 to 59 within 3 months by building feedback loops and driving cross-functional action plans.
Operations Manager
Praveen Artifacts
Oct 2023 - Apr 2025 (1 year 6 months)
Directed multi-location operations and supply chain processes, reducing order turnaround time by 30%. Streamlined procurement, logistics, and vendor management for improved cost efficiency.
Led a 16-member analyst team to enhance process efficiency and customer experience performance metrics. Delivered SLA and quality target achievement through data-driven insights and workflow redesigns.
Managed 22 specialists driving global insights to enhance support operations and new product launches. Improved response time and reduced defect rates by 28 bps via automation and process optimization.
Built and scaled incident triage and prioritization frameworks, improving SLA adherence. Collaborated with Engineering and Product teams to accelerate high-impact bug resolutions.
Marketing Strategist
Montaigne Smart Business Solutions
Jan 2019 - Dec 2019 (11 months)
Developed engagement campaigns that improved customer retention and satisfaction. Introduced workflow enhancements in support processes for greater team efficiency.
Sports Leader
Decathlon Sports India
Jan 2018 - Dec 2018 (11 months)
Managed omni-channel customer experience operations, maintaining high CSAT scores across platforms.
Education
Degrees, certifications, and relevant coursework
Banasthali University
Bachelor of Technology, Computer Science
Completed a Bachelor of Technology in Computer Science from Banasthali University in 2017.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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