Raman Khurana
@ramankhurana
Customer experience leader driving retention, operations, and team performance.
IndiaWhat I'm looking for
I am a customer support and retention leader with 15+ years of experience building and scaling high-performing support operations. I specialize in establishing processes, KPIs, and frameworks that deliver consistent CSAT and retention improvements.
At Adobe I led a 50+ member team, implemented customer service policies and predictive retention programs, and reduced churn by 25%. I have a strong track record of optimizing call center efficiency through CRM, ticketing, IVR, and analytics tools.
I am experienced in coaching and developing teams, managing escalations, and partnering with product, tech, and operations to drive customer-focused outcomes. I have been recognized with internal awards for customer advocacy and leadership and led site setups in Jaipur and Gurugram.
I hold an MBA and a BBA and am passionate about service excellence, operational efficiency, and building career pathways for support professionals.
Experience
Work history, roles, and key accomplishments
AILed a 50+ member customer support team, scaled operations while maintaining high CSAT and reduced churn by 25% through proactive retention programs and predictive analytics.
Senior Customer Associate
Teleperformance
Aug 2014 - Feb 2015 (6 months)
Handled high-volume customer interactions resolving billing, technical, and cancellation issues while ensuring accurate CRM documentation and managing escalations.
Associate Customer Support
HCL
Jan 2008 - Dec 2012 (4 years 11 months)
Provided customer service and retention-focused support in a fast-paced environment, resolving issues and contributing to operational efficiency from 2008–2012.
Education
Degrees, certifications, and relevant coursework
MUMaharishi Dayanand University
Master of Business Administration, Business Administration
2015 - 2017
Completed a Master of Business Administration focusing on business and management practices from 2015 to 2017.
MVMahatma Gandhi Kashi Vidyapeeth
Bachelor of Business Administration, Business Administration
2011 - 2014
Completed a Bachelor of Business Administration program from 2011 to 2014.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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