JSJahnvi Sah
@jahnvisah
Results-oriented Customer Experience Manager with a passion for service excellence.
IndiaWhat I'm looking for
I am a results-oriented Customer Experience Manager with over 5 years of diverse experience in support operations, technical documentation, CRM implementation, and team leadership. My expertise lies in enhancing customer satisfaction through strategic support planning, feedback loop optimization, and cross-functional collaboration. I have a proven track record of training teams, streamlining service processes, and driving consistent service excellence.
Currently, I manage customer escalation processes at Eshopbox Ecommerce Pvt. Ltd., where I ensure swift resolution and adherence to service level agreements across high-priority client accounts. I have successfully improved first response times by 20% quarter-over-quarter by driving performance metrics such as CSAT and NPS. My role also involves leading a team of CX specialists, conducting performance reviews, and implementing customer feedback loops using CRM tools like Zoho Desk and Intercom.
Throughout my career, I have developed user-focused documentation, managed client onboarding, and delivered intelligence reports to support strategic decisions. My strong communication skills and detail-oriented approach have enabled me to identify service gaps and implement long-term corrective actions effectively. I am passionate about creating exceptional customer experiences and continuously seek opportunities for professional growth.
Experience
Work history, roles, and key accomplishments
Customer Experience Manager L2
Eshopbox Ecommerce Pvt. Ltd.
Feb 2023 - Present (2 years 4 months)
Owned end-to-end customer escalation management, ensuring swift resolution and consistent SLA adherence across high-priority client accounts. Drove CX performance metrics, including CSAT, NPS, and resolution time; successfully improved first response time by 20% quarter-over-quarter.
Technical Content Specialist
Eshopbox Ecommerce Pvt. Ltd.
Sep 2022 - Present (2 years 9 months)
Developed user-focused documentation including help articles, SOPs, and guides. Implemented and trained staff on CRM tools: Zoho Desk, HubSpot, Intercom.
Publishing Advisor
Mudranik Technologies
Oct 2021 - Present (3 years 8 months)
Managed client onboarding and vendor relations. Developed contract management strategies and supplier evaluations.
Operations Executive
Vindiata
Jul 2021 - Present (3 years 11 months)
Oversaw IoT installations for BPCL projects. Conducted inventory oversight and vendor coordination.
Content Associate
Muscle Wolves
Apr 2021 - Present (4 years 2 months)
Researched and created engaging blog content. Edited and proofread manuscripts for clarity and flow.
Content Creator
Quizzy
Apr 2020 - Present (5 years 2 months)
Created SEO-driven templates and product-based content strategies. Proofread and edited technical and creative content for blogs and whitepapers.
Content Creator
Reach Technologies
Nov 2019 - Present (5 years 7 months)
Generated leads and maintained verified lead databases. Delivered insightful and polished written content across formats.
Education
Degrees, certifications, and relevant coursework
Chandigarh University
Bachelor of Science, Biotechnology
Completed a Bachelor of Science degree with a focus on Biotechnology. Gained foundational knowledge in biological sciences and their applications.
De Nobili
ISC, General Studies
Completed ISC (Indian School Certificate) education. Focused on a broad curriculum to prepare for higher studies.
Mount Carmel
ICSE, General Studies
Completed ICSE (Indian Certificate of Secondary Education) education. Developed a strong academic foundation across various subjects.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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