Looking for a job

Ganesh Boda

@ganeshboda

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I lead customer service operations, automation, and experience improvements across e-commerce and digital platforms.

India

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What I'm looking for

I'm looking to lead customer experience and service operations where I can build scalable processes, automate workflows, improve KPI performance, and partner with cross-functional teams to deliver stronger customer outcomes.

At UrbanLadder, I own customer support operations across email, chat, voice, warranty support, telesales, and CXO and social-media escalations for 58+ FTEs.

I designed operational blueprints using chatbots, WhatsApp integration, and improved customer journeys, reducing the call-to-order ratio from 33% to 17% and FTE costs by 35%.

Working with Product, Tech, Sourcing, Fulfillment, and Supply Chain teams, I helped improve NPS from 41 to 71 within six months. I also introduced KPI governance, MIS dashboards, QA benchmarks, and consolidated social-media escalations into one platform.

Across UrbanLadder, MFINE, MagicBricks, and ISON BPO, I've led people and process management, quality audits, coaching, SLA delivery, stakeholder reporting, and process improvement for sales and customer-service teams.

Experience

Work history, roles, and key accomplishments

Current

Deputy Manager - Customer Service Operations & Experience

Current

UrbanLadder

Jan 2022 - Present (4 years 8 months)

End-to-end ownership of Customer Support operations across 58+ FTEs, including Email, Chat, Voice, Warranty support, Tele-Sales, and CXO & Social Media escalations. Designed and executed operational blueprints to reduce Call-to-order ratio from 33% to 17% through automation, and improved NPS from 41 to 71 within 6 months.

Strategic Planning Stakeholder Management Executive Reporting Organizational Design Operational Excellence Process Improvement NPS CES QA MIS Automation CRM Customer Experience Strategy

Quality Analyst

MFINE

Sep 2021 - May 2022 (8 months)

Audited advisor calls against sales etiquette and SOG using standardized audit formats. Provided structured feedback and coaching to improve call handling, objection management, and product/process adherence.

Quality Assurance Feedback Coaching Process Adherence

Team Leader

MagicBricks Reality Services Pvt Ltd

Sep 2020 - Aug 2021 (11 months)

Led people and process management, MIS reporting, and presentations for internal and external stakeholders. Ensured high-quality service delivery by meeting SLAs, driving customer satisfaction, and coordinating with stakeholders on incident, problem, and resource management.