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Titiksha Malhotra

@titikshamalhotra

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I improve customer operations, resolve critical escalations, and lead SLA-driven support teams.

India

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What I'm looking for

I'm looking for customer operations, customer experience, or escalation management work where I can lead teams, improve SLA performance, resolve complex customer concerns, and strengthen service quality through coaching and process improvement.

I've improved customer operations across Lenskart Solutions, HealthArx Technologies, Junglee Games, Zomato, Levi Strauss & Co., and Concentrix, with over eight years in customer support, escalations, fraud prevention, and service operations.

At Lenskart, I manage high-priority customer escalations, improved resolution turnaround time by 18%, and collaborate with cross-functional teams to address recurring customer concerns.

Previously at HealthArx, I maintained 95% customer satisfaction and improved customer retention by 20% through feedback-led service improvements. At Junglee Games, I reduced complaint resolution time by 25% while maintaining quality and customer experience metrics.

As Acting Team Leader at Zomato, I led 18 associates, trained more than 10 new hires, managed workforce allocation and KPI performance, and maintained SLA compliance above 95%. I enjoy coaching teams, handling critical escalations, and improving operational outcomes.

Experience

Work history, roles, and key accomplishments

Senior Executive – Customer Escalations

Lenskart Solutions Pvt. Ltd.

Apr 2024 - Jul 2026 (2 years 3 months)

Managed high-priority customer escalations while ensuring SLA compliance and customer satisfaction. Improved escalation resolution turnaround time by 18% and collaborated with cross-functional teams to eliminate recurring customer concerns.

Customer Escalation SLA Management Customer Satisfaction Process Improvement