Milan Visani
Manager – Customer Delight| Driving Customer Value, Retention, NPS & CSAT | Building Strong Customer Relationships
- Role
- Manager - Customer Delight at Ugaoo
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Milan Visani
Built AI-driven support agents to reduce CS workload and improve first response time-Designed end-to-end CX journeys (incl. ABC checkout optimizations) delivering 10× ROAS-Drove NPS improvement by ~80% in FY25 through process, quality, and feedback loops-Led data & keyword analysis to identify gaps and enhance support processes to reduce manual handling of agents-Achieved 55% RTO reduction within 2 quarters via logistics + pre-delivery interventions-Built an IQS (Internal Quality Score) framework for call audits and performance tracking-Hired, trained, and coached support agents, improving resolution quality and consistency-Developed CS SOPs, policies, and escalation matrices from scratch-Implemented automation journeys (refunds, order updates, bots) to cut manual effort-Reduced returns & exchanges by 5% in 6 months for D2C brand.
Experience
Manager - Customer Delight
Feb 2026 — Present · Pune, IN
Education
Gujarat Technological University, Ahmedbabd
Bachelor of Engineering - BE
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