At eFleet Systems, I lead a 25-member customer excellence team supporting 580+ customers across 500+ client accounts and managing 3,000+ tickets each month. I improved CSAT from approximately 55% to 85–90%, increased SLA achievement from approximately 50% to 75%, and reduced monthly escalations from 500+ to approximately 200 through process redesign, quality monitoring, and proactive issue resolution.
I've built automated MIS and operational dashboards for ticketing, SLA, TAT, ageing, agent performance, and client reporting. Across eFleet, Jindal Intellicom, Max Healthcare, and Chegg, I've led teams, managed escalations, coordinated stakeholders, and delivered timely customer support.
