Open to opportunities

NAMAN KSHETRI

@namankshetri

Message

Extroverted Customer Experience Manager with 6 years in diverse sectors.

India

Message

What I'm looking for

I am looking for a role that fosters growth, values customer-centric approaches, and encourages team collaboration.

I am an extroverted Customer Service Management professional with over six years of experience across B2B SaaS, EdTech, Retail, and Hospitality sectors. My expertise lies in client onboarding, key account management, and customer retention, where I have consistently demonstrated my ability to build strong client relationships. I have successfully led teams and managed clients from the EMEA and APAC regions, focusing on reducing churn and optimizing processes to deliver high customer satisfaction in fast-paced, target-driven environments.

In my current role as a Senior Customer Service Associate at Amonex Technology, I lead a team of nine professionals, overseeing the end-to-end client onboarding process and customer support operations. I have implemented and refined Standard Operating Procedures (SOPs) to optimize workflows, achieving a target usage rate of 90% and a retention rate exceeding 50%. My proactive customer success initiatives and personalized support have enabled me to onboard over 1000 clients recently, showcasing my efficiency in scaling client acquisition processes.

Throughout my career, I have prioritized cross-departmental communication and collaboration, ensuring alignment on customer needs and product improvements. I am passionate about fostering a culture of continuous learning and high performance within my team, and I actively seek opportunities to enhance operational efficiency through process improvements. My commitment to delivering exceptional customer experiences drives my professional ethos.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Service Associate

Current

Amonex Technology PVT LTD

Dec 2023 - Present (1 year 8 months)

Led and managed a team of 9 professionals overseeing the end-to-end client onboarding process and customer support operations, ensuring seamless service delivery and customer satisfaction. Developed, implemented, and continuously refined Standard Operating Procedures (SOPs) to optimize operational workflows and maximize the effective use of CRM platforms.

Onboarding Customer Success SOP Development CRM Team Leadership Cross Functional Communication Process Improvement Key Account Management

Customer Service Associate

Tech Mahindra

Dec 2022 - Present (2 years 8 months)

Handled inbound customer queries with a focus on retention through outstanding service and cross-selling opportunities. Resolved escalations and general customer issues efficiently to ensure high satisfaction and reduce churn.

Customer Service Customer Retention Cross Selling Team Collaboration Amdocs CRM MS Excel

CRM Associate

BYJU'S

Jan 2021 - Present (4 years 7 months)

Delivered excellent customer service by resolving queries, handling escalations, and coordinating with cross-functional teams to implement CRM strategies. Managed order tracking and CRM software systems to enhance user experience and streamline data management.

Customer Service CRM Escalation Management Data Management Training Freshdesk

Guest Experience Leader

McDonald's - Hardcastle Restaurant Pvt LTD

Jul 2019 - Present (6 years 1 month)

Delivered 125% customer satisfaction index and improved outlet NPS to 90+, significantly reducing customer complaints. Increased Zomato rating from 3.9 to 4.3 through proactive guest experience improvements and upselling strategies.

Customer Satisfaction NPS Customer Experience Upselling Lobby Operations Team Management Event Planning Customer Feedback Analysis

Hospitality Intern

Sayaji Hotels Ltd

Nov 2017 - Present (7 years 9 months)

Assisted in customer service, event coordination, and hospitality operations during internship, gaining foundational skills in the hospitality industry. Participated in Jal Mahotsav organized by the Madhya Pradesh Tourism Department.

Customer Service Event Coordination Hotel Management Team Collaboration Event Participation Foundational Skills Tourism

Education

Degrees, certifications, and relevant coursework

Dr. D.Y. Patil IHMCT

B.Sc., Hospitality Studies

Grade: 72.3%

Completed a Bachelor of Science in Hospitality Studies, gaining comprehensive knowledge in the hospitality sector. Achieved a commendable academic performance with 72.3%.