Puja Paul
@pujapaul
Customer Success Manager improving enterprise SaaS adoption, operational excellence, monitoring SOP & KPI, implementing long-term client outcomes.
IndiaWhat I'm looking for
I’m a Lean Six Sigma Black Belt–certified Customer Success and Business Operations professional with 4+ years of experience managing customer lifecycle operations, escalations, stakeholder engagement, and service delivery across enterprise environments. I drive customer adoption and value realization using data-driven strategies, strong planning, and CRM-led execution.
In my recent role, I led PAN-India operations and delivered measurable operational productivity improvements, while managing CRM transactions and service workflows at scale. I also redesigned escalation and resolution processes, reducing refund cases by 70% and strengthening customer experience—backed by continuous improvement, workflow optimization, and cross-functional collaboration.
Experience
Work history, roles, and key accomplishments
Operations Manager
Echobooom Management & Entrepreneurial Solutions Pvt Ltd
Jul 2022 - Present (4 years)
Led PAN-India business operations across multiple functions, driving workflow optimization and operational consistency, including ~50% improvement in operational productivity. Managed CRM transactions and escalations, including redesigning escalation/resolution workflows that reduced refund cases by ~70%, and led cross-functional learning and organizational development initiatives.
Student Success Specialist
Byju's
Nov 2021 - Jun 2022 (7 months)
Supported student success operations by managing student lifecycle activities, coordinating issue resolution, and maintaining communication between students and internal teams. Coordinated customer engagement initiatives to strengthen retention and ensured timely follow-ups for consistent satisfaction.
Education
Degrees, certifications, and relevant coursework
University of Calcutta (Hazra Campus)
B.A. LL.B (Integrated Law Degree), Law
Completed an integrated B.A. LL.B law degree at the Department of Law, Hazra Campus, University of Calcutta.
Calcutta Girl's High School
Higher Secondary (Class XII), Higher Secondary Education
Completed Higher Secondary (Class XII) education at Calcutta Girl's High School.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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