Open to opportunities

Tushar Chanchani

@tusharchanchani

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CX Director | NPS +28pts, Churn -20%, Zero to 1,000 Seat Ops

India

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What I'm looking for

I am seeking a role that values customer-centric strategies and offers opportunities for leadership and growth.

I spend most of my career finding money hiding inside customer support operations that everyone else has already written off as a cost centre.

At FITTR, India's largest online fitness platform, I took NPS from 49 to 77 in five months and cut helpline wait times from over a minute to seconds, without adding headcount.

At Snapdeal, during its hypergrowth years, I turned the complaint team into a revenue line: returns down 20%, CS revenue up 15% in a single month.

More recently at Dr. Vaidya's (RP Sanjiv Goenka Group), I rebuilt delivery reliability past 75% and owned ORM across every platform the brand showed up on.

Over 20+ years across telecom, ecommerce, edtech and D2C health, I've built contact centre operations from five-person pilots to teams of a thousand, and run my own CX consulting and BPO practice since 2018.

That means I've sat on both sides of the table: the one buying CX transformation and the one delivering it.

If your support function is quietly leaking revenue, that's usually where I do my best work.

Experience

Work history, roles, and key accomplishments

Customer Experience Head

Dr.Vaidya`s (RPSG Group)

Sep 2023 - Sep 2023 (0 months)

Led a high-performing team to win the Annual Team Award for delivering exceptional customer experience and achieving 85% of sales targets. Transitioned 25% of COD orders to prepaid, improving cash flow and operational growth.

Customer Experience Team Leadership Sales Strategy Customer Insights Cross Functional Collaboration Cash Flow Management

Product Lead Growth Program

GrowthX

May 2023 - May 2023 (0 months)

Boosted delivery success rates to over 75%, enhancing customer trust and brand reliability. Designed training programs and implemented feedback systems, resulting in a 15% improvement in customer satisfaction.

Teamwork Trust Customer Satisfaction Sales Support Reliability Customer Insights

Head Customer Strategy

FITTR

Nov 2021 - Apr 2023 (1 year 5 months)

Partnered with sales teams to achieve a 15% uplift in cross-sell opportunities and a 12% increase in client retention rates. Launched targeted campaigns based on customer insights, driving a 25% boost in customer acquisition.

Cross Selling Campaign Management Customer Insights Customer Acquisition Strategy Development Performance Metrics Team Leadership

Senior Manager Outbound

DishTv India Limited

Apr 2010 - Nov 2015 (5 years 7 months)

Directed outbound sales campaigns across India, exceeding revenue targets by 120% and improving customer retention by 18%. Implemented CRM solutions, reducing customer churn by 10% and saving 19.47 man-hours daily.

Outbound Sales Revenue Targets Customer Retention CRM Team Management Process Optimization Vendor Management Resource Allocation

Senior Customer Service Manager

Snapdeal.com

Jul 2012 - Sep 2013 (1 year 2 months)

Delivered outstanding customer experience and sales results, enabling a 25% increase in order values by improving operational efficiency. Collaborated with sales teams to resolve customer pain points, leading to higher satisfaction scores.

Customer Service Customer Satisfaction Pain Point Resolution Team Leadership Performance Metrics Process Improvement Customer Retention

Education

Degrees, certifications, and relevant coursework

GrowthX

Growth Program, Business Development

2022 - 2023

Participated in a Growth Program that enhanced delivery success rates and customer trust through innovative training programs and feedback systems.

Swami Vivekanand Institute

Bachelor of Business Administration, Business Administration

2001 - 2004

Completed a Bachelor's degree in Business Administration, leading a high-performing team to win the Annual Team Award for delivering exceptional customer experience and achieving 85% of sales targets.