Open to opportunities

Samar User

@samaruser2

Message

I lead CX, sales, and operations transformations that improve revenue, cost, and customer outcomes.

India

Message

What I'm looking for

I'm looking to lead high-impact CX, sales, operations, or transformation programs where I can scale operating models, automate workflows, strengthen product and engineering collaboration, and deliver measurable revenue, cost, and customer-experience outcomes.

At Care Delight, I lead enterprise-wide CX, revenue operations, workforce management, and business excellence programs for a 110+ member organization. I’ve delivered 1.5X year-over-year incremental revenue growth, raised CSAT from 88% to 94%, reduced call drops from 10% to 2%, and improved response times by 70%+ through automation and workflow redesign.

I’ve also led platform migration, AI chatbot and voicebot development, API integrations, sales-funnel redesign, vendor governance, and category operations at ClearTax and Flipkart Seller Support. My work has generated ₹1 Cr+ in annual savings, reduced workforce dependency by 20%, improved customer ratings from 2.9 to 4.7, and built scalable KPI, reporting, and operating frameworks.

Experience

Work history, roles, and key accomplishments

Sr Program Manager

Care Delight

Apr 2024 - Jun 2026 (2 years 2 months)

Led enterprise-wide operational transformation programs spanning Customer Experience, Revenue Operations, Workforce Management, and Business Excellence, directing a 110+ member organization. Drove cost optimization, cross-functional alignment, and KPI governance frameworks.

Customer Experience Revenue Operations Workforce Management Business Excellence Automation KPIs Executive Dashboards API Integration CSAT NPS

Program Manager

Care Delight

Feb 2023 - Mar 2024 (1 year 1 month)

Led a strategic platform migration from Zendesk to an internally managed customer engagement system, delivering ₹1 Cr+ in annual infrastructure cost savings. Directed IVR optimization, automation, and AI chatbot integration to improve productivity and customer ratings.

Platform Migration Zendesk IVR Chatbot Automation Cost Optimization Workforce Optimization Customer Experience API Integration

Assistant Manager – Category

ClearTax

Apr 2018 - Feb 2023 (4 years 10 months)

Owned category operations end-to-end, driving automation initiatives, vendor governance, partner growth programs, and business transformation. Cut operational costs by 20% and delivered 1.8X year-over-year revenue during ITR season.

Category Management Vendor Management Automation Lead Management Chatbot Reporting Business Intelligence Revenue Growth NPS Sales P&L Capacity Planning Demand Forecasting Workflow Automation

Operations Executive

Intelenet Global Services

Feb 2017 - Apr 2018 (1 year 2 months)

Led Flipkart Seller Support operations, managing a team of 20–25 associates while sustaining 95% SLA adherence and 90% customer satisfaction scores. Cut seller escalations by 30% and raised productivity by 15%.