Open to opportunities

Namrata Vora

@namratavora

Message

I lead data-driven CX operations to lift CSAT and scale teams.

India

Message

What I'm looking for

I’m looking to own end-to-end omnichannel CX operations—SLA governance, VoC programs, analytics, and cost-efficient scaling—while building high-performing teams and partnering with Finance and leadership to deliver measurable CSAT, FCR, and retention gains.

I’m a CX Operations Manager with 7+ years leading omnichannel support operations across Salesforce and Zendesk. I manage $4.3M+ budgets and teams of 12+ while building governance and operating rhythms that turn customer feedback into measurable outcomes.

I’ve transformed CSAT from 82% to 98% by strengthening SLA management, running VoC programs, and using capacity planning, workflow automation, and reporting & analytics to reduce resolution time and operational costs. I’m especially proud of driving zero SLA breaches through an escalation framework, SOPs, Tableau dashboards, and insight-ready models for VP and Finance leadership.

Across the customer experience lifecycle, I focus on continuous improvement—maintaining 95% FCR and supporting low churn through recruitment, structured onboarding, QA audits, and performance frameworks. I bring a hands-on, data-led approach to stakeholder and vendor management to deliver consistent, high-quality customer service.

Experience

Work history, roles, and key accomplishments

Operations Manager (CX)

WhiteHat Jr Education Pvt Ltd

Jul 2020 - Dec 2024 (4 years 5 months)

Goverened SLA compliance across 2,400+ monthly omnichannel tickets on Salesforce and Zendesk, raising CSAT from 82% to 98% and cutting resolution time by 20% through workflow optimization. Managed $4.3M+ budgets, drove VoC/NPS programs, ensured zero SLA breaches via escalation frameworks and dashboards, and scaled a 12+ member team while maintaining 95% FCR and zero attrition.

Salesforce Zendesk SLA Management VoC Program Capacity Planning Workflow Automation Tableau Power BI Stakeholder Management

Merchandising Manager

2Divine Pvt Ltd

Mar 2016 - Sep 2019 (3 years 6 months)

Led demand forecasting, supplier coordination, and inventory operations to drive 25% revenue growth and reduce stock-outs by 30% through process improvements and cross-functional alignment. Improved operational efficiency and repeat customer engagement via structured performance tracking and streamlined store operations coordination.

Inventory Management Process Improvement Performance Tracking Retail Operations Customer Engagement Microsoft Office

Assistant Manager - Operations

Hue Retail Pvt Ltd

Oct 2014 - May 2015 (7 months)

Streamlined workflows and standardized process controls to achieve 98% on-time fulfilment by aligning sales, logistics, and operations teams. Improved customer trust and repeat satisfaction by strengthening service reliability through internal operations process controls.

On Time Fulfilment Reliability Logistics Coordination Retail Operations Stakeholder Management Microsoft Office Suite