Jatin User

I am a Customer Experience and ORM leader with 4.5+ years of experience managing teams, vendors, and multi-channel operations in fast-paced, high-growth environments.

In my CX role, I led a team of 14 and a 3rd-party vendor to deliver measurable results — including an 8–10% CSAT improvement, 33% reduction in AHT, 25% drop in email TAT, and a 43% decrease in email and chat volume through self-service adoption. I also reduced day-end case backlog to 7% and improved escalation processes through rigorous SLA tracking.

In my current ORM role, I built 15+ SOPs from scratch, automated sentiment analysis for 80,000+ monthly reviews and managed crisis of 90 social media profiles across LinkedIn, Instagram, Facebook, and X. I led social media crisis management during the company's IPO — one of the highest-stakes moments in any organization's lifecycle.

I thrive at the intersection of data, process, and people — building systems that scale and teams that perform.