Ashwini MacWan

About Ashwini MacWan

I am a Customer Experience and Support Leader with expertise in building high-performing…

Experience

1. Senior Customer Delight Manager

   Foxtale

   Mar 2023 — Present · Mumbai, IN

   At Foxtale, I lead the end-to-end customer experience strategy for one of India’s fastest-growing D2C beauty brands, ensuring every interaction – across Calls, Email, Chat, and WhatsApp – reflects our brand promise of delight beyond expectations.Scaled CX operations to handle high query volumes while maintaining top-tier service quality and SLA adherence.Reduced ticket inflow by implementing automation, AI-driven self-service flows, and proactive customer communication.Boosted CSAT and NPS through targeted team training, process streamlining, and personalized engagement strategies.Designed and launched the Agent of the Month program, increasing agent motivation, productivity, and retention.Collaborated with marketing and product teams to translate customer insights into product improvements and retention campaigns, driving repeat purchase rates.Ensured zero critical escalations through robust complaint resolution processes and cross-functional coordination.Key Impact:Turned the CX function from a support unit into a revenue-driving retention engine, making customer delight a competitive advantage for the brand.

Skills

• Customer Service