MANSI SINGH
Customer Experience & Operations Specialist with 7+ years of experience across the automobile, telecom, e-commerce, and Retail sectors. Skilled in team leadership, escalation management, CRM operations, and process optimization. Proven success in driving customer satisfaction, improving KPIs, and leading high-impact projects. Proficient in tools like DMS, Freshdesk, MySQL, Postman API, BigQuery, and Excel. Strong collaborator with cross-functional teams, clients, and vendors.
About
A highly skilled Customer Experience & Operations Specialist with 7+ years of experience in automobile, telecom, e-commerce, and retail. Proven abilities in leadership, CRM operations, and process optimization.
Experience
CRM Team lead
Lakshita Fashions
Audited agent performance across calls, chats, and daily KRAs. Managed NPS scores and gathered customer insights for service improvement. Led an Online Reputation Management project focused on Google reviews. Collaborated with clients including Shiprocket, Shipway, and Shopify. Integrated new dialer tools to streamline executive workflows. Monitored and optimized CRM KPis such as DSAT, FRT, and AHT.
Customer success Team lead
magicpin
Handled voucher-related escalations for top online (Myntra, Amazon, Flipkart) and offline (Lifestyle, Max, Home Centre) brands, as well as entertainment platforms (PVR and BookMyShow). Led a project that reduced handling time by 30% and increased customer satisfaction from 40% to 92%. Designed a new ticketing system that cut unresolved queries by 40%. Managed social media escalations across Play Store, App Store, Twitter, Facebook, and Care Portal. Supervised a team of 20-25 agents handling user escalations. Coordinated with voucher vendors such as Woohoo, Vouchagram, and TicketX press. Handled chargebacks and payments through Razorpay, Paytm, PayU, Freecharge, and others. Trained 50+ new agents on the ticketing and escalation process.
Customer Support Sr. Associate
10 Digi Softage info tech Pvt Ltd
Assisted customers with SIM, plan, and service-related queries. Resolved technical issues including SIM activation, network, and device compatibility. Handled account management tasks such as billing, payments, and plan changes. Generated reports on customer issues, resolutions, and satisfaction.
Customer Service Specialist
KIA
Promptly resolved customer complaints related to vehicle servicing. Oversaw KRAs of 7-8 CREs, supporting call and email processes. Scheduled service appointments and coordinated with the service team. Updated customers on vehicle service status. Maintained records of customer interactions and resolutions in the CRM. Conducted post-service follow-ups. Collected feedback to enhance service quality.
Customer Care Representative
Maruti Suzuki
Activated Fastags and renewed warranty cards using the DMS technical tool Followed up with customers post delivery and booking to promptly address concerns. Handled refunds and vehicle cancellations. Managed delivery recoras and organized documentation. Led a team of 5+ CCEs, and oversaw daily operations and performance.
Education
Bachelor of business administration in general in business administration
DEVASTHALI VIDHYAPEETH
Senior Secondary
UTTARAKHAND BOARD OF SCHOOL EDUCATION
Secondary
UTTARAKHAND BOARD OF SCHOOL EDUCATION
Skills
Tools
Process
General
Soft Skills
Management
Analysis
Technical