Shalini Shendre
@shalinishendre
I am a Senior Customer Experience Manager specializing in escalation and customer success.
IndiaWhat I'm looking for
I have 15+ years of experience leading customer experience, escalation and support functions across fintech, gaming, ed-tech and e-commerce, and I thrive under pressure while driving measurable service improvements. I focus on root-cause analysis, SLA compliance and building frameworks that scale.
I have built and transformed teams into high-performing, lean support organizations, led onboarding for large programs like DIKSHA, managed third-party vendor and offshore teams, and handled high-visibility social media and CEO escalations. I routinely use data and customer insights to influence product development, optimize live chat and inbound processes with AI, and shorten resolution times.
I am a calm, decisive leader who mentors teams, fosters cross-functional collaboration, and designs processes for continuous improvement. I hold leadership and domain certifications and am ready to lead escalation management and customer experience transformations that drive retention and business outcomes.
Experience
Work history, roles, and key accomplishments
Senior Customer Experience Manager
Groww
Oct 2024 - Present (10 months)
Built and led the customer onboarding and lifecycle management team, transforming it into a high-performing lean unit and optimizing inbound/live chat through AI. Drove Voice of Investor insights for product development and served as subject-matter expert for FnO and commodities trading escalations.
Senior Player Support Manager
Zynga
Aug 2021 - Oct 2024 (3 years 2 months)
Acted as liaison between game studios, support teams, and players to elevate support strategies for multiple Tier 1 titles and managed third-party overseas vendor teams to ensure service quality. Coached and mentored internal and external team members and led cross-functional projects with direct business impact.
Customer Experience Manager
EkStep Foundation
Aug 2018 - Jul 2021 (2 years 11 months)
Led CX setup for DIKSHA, designing helpdesk processes and support automations while managing onboarding and change across 30+ states and union territories. Built government partnerships and trained regional project managers, enabling digitization of large-scale teacher training during COVID-19.
Customer Support Associate
Goalwise
Jun 2017 - Apr 2018 (10 months)
Delivered omnichannel customer support via phone, chat, and email and proactively educated customers about account updates and product enhancements. Liaised across internal teams to resolve escalations and reduce churn.
Customer Support Associate
Tapzo
Apr 2015 - Dec 2016 (1 year 8 months)
Managed high volumes of customer interactions and maintained detailed documentation to support long-term problem solving. Collaborated with product teams to surface customer feedback and influence product improvements.
Amazon Seller Support
Rocket Kommerce
Apr 2012 - Dec 2015 (3 years 8 months)
Provided proactive seller support to enhance marketplace engagement and managed brand identity through social media interactions. Monitored user-generated content to inform product strategy and promotions.
Operations
Prema Medical Centre
Aug 2007 - Dec 2011 (4 years 4 months)
Handled operations and daily cash flow for a family business and managed workforce. Oversaw day-to-day operational activities to maintain service continuity.
Education
Degrees, certifications, and relevant coursework
NMNational Institute of Securities Markets
Certification, Securities and Financial Markets
Completed NISM certifications including Series 5A, Series 7, and Series 16 in 2024 to strengthen securities and compliance knowledge.
IBIndian School of Business
Executive Education — Women's Leadership Programme, Leadership and Management
Completed the Women's Leadership Programme in 2023 focused on executive leadership development and strategic management.
UMUniversity of Massachusetts
Postgraduate Diploma in Design Thinking, Design Thinking
Awarded a postgraduate diploma in Design Thinking in 2022 with focus on human-centered design and innovation methods.
Instituto Hispania
Certificate — Spanish (C1), Spanish Language
2017 - 2021
Completed Spanish language studies up to C1 professional level between 2017 and 2021.
IBIndian School of Business
Executive Education — Women's Entrepreneurship Program, Entrepreneurship
Completed the Women's Entrepreneurship Program in 2012 focused on entrepreneurial skills and venture development.
MES College, Bangalore
Bachelor of Commerce, Commerce
Completed a Bachelor of Commerce degree in 2008 with foundational studies in accounting and business.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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