Vrushali Khara

I’m a Customer Experience leader with 14+ years of experience across customer success, operations, and sales support in global organizations. I currently serve as a Customer Experience Manager at Rapaport India Pvt. Ltd., where I was promoted based on strong performance, leadership capability, and client impact.

I lead and mentor my customer experience team to ensure high service standards, and I also manage the Hong Kong Customer Experience team with guidance, performance oversight, and cross-regional coordination. I handle high-priority global clients and critical escalations, drive process improvements to enhance efficiency and turnaround time, and track performance using Salesforce while preparing management reports.

I support client onboarding, renewals, retention, and platform adoption, collaborating with marketing and leadership teams to build customer engagement initiatives and represent the company at customer and industry events. Earlier in my career, I held roles at Maersk Global Service Centre, Novartis India Ltd., CMS Info Systems, and ICICI Bank Ltd., strengthening my foundation in customer queries, trade promotion coordination, contract and billing operations, and MIS reporting.