Nandita Misra

Own a $1.94M ARR portfolio across 40+ enterprise and mid-market customers, driving onboarding, adoption, retention, and expansion. Achieved 100% Gross Revenue Retention (Q3 & Q4 2025) through proactive engagement, risk mitigation, QBR success planning, and cross-functional issue resolution.

Led global chat and ticket support operations, maintaining 95%+ CSAT across key KPIs. Reduced average response time by 18%, scaled support to handle 40%+ ticket volume growth, and implemented automation and real-time dashboards to improve SLA adherence and data-driven decision-making.

Provided timely support to business customers and account managers across Google Ads and Analytics to enable campaign setup, optimization, and performance tracking. Analyzed customer data and campaign trends to identify recurring issues and process gaps, resolving escalations while maintaining operational SLA and customer satisfaction.

Resolved customer issues through verbal and written communication, using available resources and escalating problems/variances to relevant owners until resolution was delivered. Served as a subject matter expert, trained new hires (team of 11–12), and achieved 97%+ satisfaction month-on-month.

Coordinated guest communication via email and telephone, handling guest queries and ensuring issues were addressed to satisfaction. Managed smooth arrival and departure, collected post-stay feedback with follow-up actions, and maintained continuity through proactive communication.

Supported end-to-end recruitment by performing job analysis, posting roles, sourcing candidates, screening resumes, and conducting phone/video/in-person interviews. Managed HR compliance and onboarding administration (EPF/ESIC, joining formalities, new-hire orientations) and helped maintain analytical recruiting reports plus attendance and payroll oversight.

Managed day-to-day guest service operations by scheduling and mentoring team members while ensuring smooth execution of service tasks. Handled guest and internal customer complaints with courteous resolution, maintained high-quality upscale service standards, and coordinated communication between guests and staff.

Enrolled in a Post Graduate Diploma in Marketing at Goa Institute of Management (GIM) starting February 2025.

Grade: 7.32 CGPA

Completed a B.B.A. in Hospitality, Travel & Tourism at Goa University in June 2018.