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Manisha Dave

@manishadave

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Results-driven Delivery & CX Operations professional with 10+ years’ experience.

India

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What I'm looking for

I am looking for a role that challenges me and fosters growth, ideally in a dynamic environment that values innovation and customer-centric strategies.

I am a results-driven Delivery and Customer Experience Operations professional with over 10 years of experience across various sectors including FinTech, SaaS, EdTech, and NBFC. My expertise lies in leading high-impact digital projects, particularly in payment gateway integrations and global support operations. I have a proven track record in stakeholder management and regulatory compliance, particularly with RBI and NPCI, and I am currently preparing for my PMP certification while actively applying Agile methodologies in my work.

In my recent role as a Customer Success & Operations Leader at Gajju Technologies, I successfully led end-to-end customer operations, achieving a remarkable 100% go-live for a smart ID card implementation that onboarded over 100,000 users. My efforts in driving customer engagement campaigns resulted in significant increases in user redemptions and repeat usage. Previously, as a Senior Manager at WhiteHat Jr, I managed a global support team and implemented automation strategies that drastically improved productivity and user retention. I am passionate about optimizing customer experiences and delivering exceptional service quality.

Experience

Work history, roles, and key accomplishments

Current

Customer Success & Operations Leader

Current

Gajju Technologies Pvt Ltd (LEO1)

Dec 2023 - Present (1 year 7 months)

Led end-to-end customer operations, including onboarding and support escalations, across 40+ campuses. Drove 100K+ user onboarding via smart ID card implementation, achieving 100% go-live, and directed customer engagement campaigns using CleverTap, resulting in increased redemptions and repeat usage. Managed cross-functional projects using Agile methods and handled RBI escalations, ensuring compli

Customer Operations Onboarding SLA Management CleverTap Agile Methodologies Vendor Management Regulatory Compliance Project Management Customer Engagement Smart ID Card Implementation

Senior Manager - L2 Concierge

WhiteHat Jr/Byju's Future School

Feb 2020 - Dec 2023 (3 years 10 months)

Led a global support team of 80+ across multiple regions, overseeing refunds, EMI, chargebacks, and settlement operations. Managed 6+ global payment gateways and reduced manual workload by 40% through refund SOP automation. Migrated CRM from Zendesk to Salesforce, reducing turnaround time by 50%, and increased user retention from 8% to 60% through journey redesign.

Support Operations Payment Gateways Zendesk Salesforce User Retention Chargebacks Team Leadership

Assistant Manager – Sales & Marketing

IDirection Marketing

Jun 2019 - Jan 2020 (7 months)

Led a 12-member digital campaign team, driving ₹30L+/month in revenue through optimized sales funnels and lead management. Improved campaign ROI by refining performance analysis and segment-focused outreach.

Campaign Management Lead Management ROI Analysis Performance Analysis Team Leadership Marketing Strategy

Operations Executive

Dun & Bradstreet India

Apr 2018 - Jun 2019 (1 year 2 months)

Oversaw event logistics, lead tracking, and B2B communication for the company. Recognized with the "Rockstar of the Month" award for contributions.

B2B Data Management

Customer Support Roles

Pharmeasy & Hathway

Jan 2013 - Dec 2017 (4 years 11 months)

Handled high-volume customer queries and escalations, building foundational customer experience expertise across the telecom and healthtech sectors.

Customer Support Customer Escalation Customer Experience

Education

Degrees, certifications, and relevant coursework

Project Management Institute

PMP Certification Training, Project Management

Completed comprehensive training for the Project Management Professional (PMP) certification. Focused on project management methodologies and best practices.

IMC Institute

Lean Six Sigma Black Belt, Process Improvement

Attained Lean Six Sigma Black Belt certification, focusing on advanced process improvement and quality management. Gained expertise in statistical analysis and problem-solving methodologies.

University of Mumbai

Bachelor of Science, Information Technology

Completed a Bachelor of Science degree in Information Technology. Studied various aspects of IT, including software development, database management, and networking.