Neelam Mahadik

I’m a Customer Experience Executive focused on resolving escalated customer issues with professionalism, calm communication, and a strong sense of ownership. I represent the voice of the customer by ensuring concerns are addressed thoroughly and empathetically.

In my current role, I handle escalated calls/queries, perform root cause analysis for recurring complaints, and coordinate with internal teams (tech, assignment, payment, sales, etc.) to deliver complete resolutions. I also manage TAT and SLAs, document every escalation accurately in CRM, and feed insights back to quality analysts to reduce future escalations.

Previously, I handled online correspondence for emails and web chats, updated customer feedback in systems, maintained courier reports, and resolved priority grievances. I also supported day-end reporting and stepped in for the manager when needed.

Earlier, as an Operations executive, I worked on CRM and helped shape operational strategy by communicating with higher management and monitoring internal and external service provider performance. I’ve also coordinated customer verification activities (KYC), maintained reports, and guided teams—strengthening how I handle deadlines, accuracy, and continuous improvement.