Open to opportunities

Gazala Afreen

@gazalaafreen

Message

Customer Success Lead driving retention, refunds resolution, and escalation handling for seamless customer journeys.

India

Message

What I'm looking for

I’m looking for a customer-centric team where I can own the full lifecycle—onboarding to retention—handle refunds and escalations confidently, and collaborate cross-functionally to improve processes and customer experience.

I’m a Customer Success professional with strong experience in refund management, escalation handling, onboarding, retention strategies, audit coordination, and customer lifecycle management. I act as a primary point for escalations, resolving complex customer concerns while ensuring compliance and customer satisfaction.

I’ve managed end-to-end onboarding, engagement, and retention, improving retention rates through proactive communication and personalized engagement. I also partner cross-functionally with product, operations, and support teams to improve service delivery, maintain accurate CRM records, and deliver timely resolutions via calls, emails, and chat.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Lead

Current

Learnbay

May 2025 - Present (1 year 1 month)

Managed the end-to-end customer lifecycle, including onboarding, engagement, and retention. Handled refund requests, acted as the primary escalation point for complex cases, and supported audits by maintaining accurate customer records and documentation.

Customer Lifecycle Management Customer Onboarding Customer Retention Refund Management Escalation Management Audit Coordination Case Handling Cross Functional Collaboration

Management Trainee

Jaro Education

Jul 2024 - Mar 2025 (8 months)

Supported customer onboarding and engagement processes and addressed customer queries to resolve complaints. Assisted with escalation handling, maintained CRM records for audits and reporting, and helped improve internal workflows and customer experience processes.

Customer Onboarding Customer Engagement Complaint Resolution Escalation Handling CRM Management Audit Reporting Process Optimization

Management Trainee Intern

ITC Limited

May 2023 - Jun 2023 (1 month)

Conducted research and prepared reports to support business operations. Assisted in project execution and cross-functional coordination while analyzing operational challenges and contributing to solution development.

Business Research Report Preparation Cross functional Coordination Operational Analysis Data Analysis And Reporting Process Support

Business Development Executive

Bloombrain

Aug 2021 - Jun 2022 (10 months)

Managed client communication and relationship building across the engagement lifecycle. Proactively identified and resolved customer concerns, coordinated with internal teams for smooth service delivery, and maintained detailed customer records and interaction history.

Client Relationship Management Client Communication Process Improvement