Open to opportunities

Lalit Sahu

@lalitsahu

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Senior customer support & operations specialist improving CSAT, SLA, and performance in e-commerce and quick commerce.

India

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What I'm looking for

I’m an immediate joiner and open to remote, hybrid, or on-site roles across India. I want Senior Associate/Operations/Suppport Lead/Team Leader/CX Manager opportunities in e-commerce and quick commerce, with a strong focus on CSAT, SLA, and continuous improvement.

I’m a Senior Customer Support and Operations professional with 5+ years of experience across Nykaa, Zomato, and Blinkit. I’ve been recognized as a Top Performer for 3 consecutive months at both Nykaa and Tech Mahindra, consistently delivering strong CSAT and quality outcomes.

I’m highly effective in high-volume multi-channel operations (Voice, Chat, Email), driving measurable improvements in CSAT, SLA compliance, and FCR. At Tech Mahindra, I was promoted to Team Leader within 6 months and led 25 agents with 100% SLA adherence through real-time monitoring and targeted coaching.

I also focus on continuous improvement—at Blinkit, I reduced repeat customer contacts by 15% using root cause analysis and process improvement proposals, and I reduced new joiner onboarding time by 20% through structured training modules and peer-shadowing. I’m available immediately and open to remote, hybrid, or on-site roles across India, especially in e-commerce and quick commerce CX/operations.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Specialist

Current

Startek

Feb 2024 - Present (2 years 6 months)

Resolved 80+ daily chat queries for Blinkit clients, achieving consistent 90%+ CSAT. Reduced repeat customer contacts by 15% through root cause analysis and process improvement, while supporting quality audits and peer coaching to meet AHT and FCR targets.

Chat Customer Support Operations Relationship Management Repeat Contact Reduction Root Cause Analysis Process Improvement Quality Assurance AHT CSAT Escalation Handling Salesforce Zoho CRM Google Workspace AWS

Chat Support Executive

Niftel Communications Pvt Ltd

Mar 2023 - Feb 2024 (11 months)

Managed 100+ daily Blinkit chat interactions, including escalations and payment dispute resolutions, maintaining 90–95% CSAT comparable to full-time benchmarks. Worked within CRM tools to meet response-time targets and supported a handoff to a full-time specialist role at Startek.

Chat Escalation Handling Payment Disputes Delivery Partner Escalation Customer Support Operations CSAT Response Times Salesforce Zoho CRM Google Workspace

Customer Support Executive / Team Leader

Tech Mahindra

Nov 2021 - Nov 2022 (1 year)

Delivered Zomato chat customer support and was awarded Top Performer for three consecutive months, leading to promotion to Team Leader within 6 months. As Team Leader, managed 25 agents to deliver 100% SLA compliance via real-time monitoring, quality audits, and coaching, while reducing onboarding time by 20% for new joiners.

Customer Support Chat Team Leadership People Management Quality Audits Monitoring Workforce Coaching Escalation Handling Onboarding Peer Shadowing Program Root Cause Analysis Process Improvement Salesforce Zoho CRM Google Workspace

Customer Care Executive

Five Splash Infotech

Feb 2020 - Dec 2021 (1 year 10 months)

Handled 100–150 daily customer interactions across voice, chat, and email for Nykaa, maintaining 90–98% CSAT throughout the tenure. Specialized in escalations, refunds, payment disputes, and order management using CRM tools within SLA timelines, and was Top Performer for three consecutive months.