Ankit Gupta

About Ankit Gupta

Results-driven Customer Experience & Operations Leader with 11+ years of proven success in enhancing customer satisfaction, process efficiency, and business growth across SaaS, eCommerce, and Service industries.I specialised in CX strategy, AI-driven automation, digital transformation, and operational excellence and implementing data-led decisions that improve NPS, CSAT, and overall profitability.Passionate about building scalable CX ecosystems, empowering teams, and aligning customer-centric strategies with organisational goals.My Core competencies include but are not limited to:1. Turning around a struggling Net promoter score.2. Ensuring reduction of CAC through robust CX strategies (Cost of acquiring customers) 3. Reduction in the need to contact (Contact Ratios)4. Setting up of high performance and motivated Customer Experience units for start ups.

Experience

1. Manager Strategy Operations

   YesMadam

   May 2024 — Present · Noida, IN

   I develop and execute plans for outstanding customer journeys, leaving a lasting impression- Experience of setting up complete Customer Service set ups to cater to mediums like inbound, outbound, chat and social media grievances- My goal is to enhance processes for smoother operations and a seamless user experience, maximising customer satisfaction- I manage outsourced vendors, driving them to achieve high-performance levels aligned with customer-centric goals- Proficient in handling pre sales and post sales customer services in E-commerce Industry- Excellent team management skills with strong focus on attrition control and shrinkage- I focus on improving our Net Promoter Score (NPS) & Customer Satisfaction (C-SAT) to boost customer loyalty and satisfaction- Ensuring of delivering all SALs like AHT, FRT, NPS, CSAT, Pickup Rate (Answer Percentage), Sales, Resolution Time On Tickets etc- I aim to reduce customer queries by addressing root causes at the product level, enhancing the overall experience- Designing and implementing clear SOPs to drive process compliance, improve efficiency, and ensure seamless operations across the team- I collaborate with product and cross-functional teams to turn customer feedback into improvements and new features that enhance the customer experience.

Education

• Delhi University

  Bachelor's degree in B.A, English Language and Literature/Letters

  2013 — 2014

Skills

• Leadership
• Customer Satisfaction
• Team Management
• Powerpoint
• Microsoft Excel
• Outlook
• Microsoft Office
• Sales
• Customer Service
• Microsoft Word