Heena Parveen

I’m a results-driven Senior CX & Operations leader with 14+ years of cross-industry experience in CGD/Gas, Automotive, and Services. I manage customer complaints with “94%+ KRA scores,” lead walk-in centre and CRM operations, and drive revenue through upsell and lead-generation campaigns.

In my current role at Think Gas Private Limited, I’ve maintained “100% MIS & Data Review compliance,” achieved a “94% KRA score across all 4 key result areas,” and closed “17,468 (66%) within SLA” out of “26,254 total complaints.” I also handle new connections, reconnections, name transfers, and service modifications per CGD guidelines.

I’m hands-on with end-to-end CRM workflows—complaint logging, tracking, follow-up, and closure—and I coordinate with cross-functional teams (Finance, Projects, and O&M) to resolve escalations faster. I also generate demand, including “200+ gas geyser leads with 14 installations” and outreach to “6,000+ customers” via calling campaigns.

Earlier, at Rajesh Motors and Chevrolet Atharva Motors, I combined CX leadership with HR operations, from recruitment and onboarding to PF/ESIC, payroll support, and disciplinary processes. I’m particularly strong in remote roles due to self-managed reporting, SLA tracking, and clear cross-functional communication that helps me independently hit KRAs.