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Roohi Shaik

@roohishaik

Central Operations Team Lead at Apollo 24|7, managing 15,000+ monthly tickets and improving retention conversion from 30% to 50%.

India

Message

At Apollo 24|7, I lead the Central Operations team, managing 15,000+ monthly tickets across PAN India operations and guiding a team of 15+ executives.

I manage customer retention operations and coach teams on conversion, customer handling, and recovery. Retention conversion improved from 30% to 50%, contributing approximately ₹50 lakh–₹1 crore in monthly GMV.

I analyse customer tickets and feedback to identify recurring root causes, churn drivers, and repeat-contact patterns. I also work with Product, Operations, and Customer Support teams to standardize resolution SOPs and proactive CRM/WhatsApp communication.

As a Customer Operations Executive at Call Health, I managed customer workflows and ticket routing, and collaborated with technical and city operations teams to address workflow bottlenecks and improve response turnaround time.

Experience

Work history, roles, and key accomplishments

Current

Central Operations Team Lead

Current

Apollo 24|7

May 2020 - Present (6 years 4 months)

Lead and mentor a team of 15+ executives, managing workload allocation, productivity, and daily operational delivery. Manage high-volume central operations and customer ticket workflows exceeding 15,000 tickets per month across PAN India operations.

Customer Operations Operations Management Team Management Customer Retention Upsell Operations Escalation Management SLA Management KPI Monitoring Ticket Management MIS Reporting Excel Freshdesk CRM Process Improvement Quality Management

Customer Operations Executive

Call Health

Jan 2016 - Jan 2018 (2 years)

Managed high-volume customer workflows, ticket routing, and end-to-end customer support processes. Collaborated with technical and city operations teams to identify workflow bottlenecks and improve response turnaround time.

Customer Operations Ticket Management Customer Support Process Improvement Data Security