Open to opportunities

Murali Thimmapuram

@muralithimmapuram

Customer Experience team lead at Sid’s Farm who improved NPS from 6 to 8.5 and reduced escalation turnaround time by 30%.

India

Message

What I'm looking for

I’m seeking remote opportunities in Customer Support Team Leadership, Customer Experience Operations, Support Operations, and CRM Operations.

At Sid’s Farm, I lead and coordinate a 33-member Customer Experience team, supporting daily operations and issue resolution. I improved NPS from 6 to 8.5 through churn analysis, customer engagement, and customer experience initiatives.

I also reduced escalation turnaround time by 30% through structured escalation management and stakeholder follow-ups. Earlier at Sid’s Farm, I led Salesforce CRM UAT testing, developed SOPs that reduced identified process gaps by 67%, and contributed to retention campaigns that achieved 30% retention among targeted lost customers.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert – Lead, Customer Experience Team

Current

Sid's Farm

Jul 2025 - Present (1 year 3 months)

Lead and coordinate a 33-member Customer Experience team, supporting daily operations, issue resolution, process adherence, and performance improvement. Improved NPS from 6 to 8.5 and reduced escalation turnaround time by 30%.

Customer Experience Team Leadership Escalation Management Salesforce NPS Analysis Churn Analysis Customer Retention Operational Reporting Dashboard Development Cross Functional Collaboration

Customer Experience Specialist / Management Trainee

Sid's Farm

Feb 2024 - Jul 2025 (1 year 5 months)

Led Salesforce CRM UAT testing and configuration validation before production go-live. Managed the DT Bugs Team (L2 Support), improving issue-resolution efficiency by 35% and developed SOPs that reduced process gaps by 67%.

Salesforce Salesforce Testing Functional Testing Defect Management L2 Support Process Improvement SOP Development Customer Retention Churn Analysis Cohort Analysis Customer Lifetime Value Customer Segmentation Google Sheets Redash SQL chatbot workflows Cross Functional Collaboration

Senior Executive – Customer Experience

Sid's Farm

Jun 2022 - Jan 2024 (1 year 7 months)

Managed customer escalations and coordinated with Supply Chain and other departments to ensure timely resolution. Participated in daily operational stand-ups and cross-functional discussions to track and resolve customer issues.

Escalation Management Customer Experience Cross Functional Collaboration chatbot workflows Operational Reporting