Mugdha S.
Customer Service Manager @Coventry City Council
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WORK HISTORY
Customer Service Manager @Coventry City Council
Coventry, GB
Lead multi-channel Council Tax & Benefits operations within a regulated public-sector environment, overseeing end-to-end intake, validation, decision processing, and post-decision case management to ensure timely and compliant service delivery.• Maintain 95%+ SLA adherence across email, phone, and digital channels by implementing structured queue governance, escalation frameworks, and performance monitoring dashboards.• Reduced average handling time and processing errors through Lean Six Sigma–driven process mapping, rapid improvement cycles, and workflow optimisation initiatives.• Established a structured Quality Assurance and calibration framework, strengthening accuracy, compliance, and coaching effectiveness while improving first-contact resolution.• Embedded GDPR-compliant operational controls including role-based access, audit-ready documentation, and routine data governance reviews to ensure regulatory integrity.• Drive performance management through KPI-led governance (accuracy, cycle time, FCR, customer satisfaction), using data analytics and executive reporting to inform service improvement and cross-department decision-making.
EDUCATION
Aston University
Master of Business Administration - MBA, Business Administration, Management and Operations
Indian Institute of Management, Lucknow
Executive MBA
NIMS University
Computer Software Engineering
ABOUT MUGDHA S.
Customer Experience and Operations Leader with 12+ years driving measurable performance across contact centres, BPO, and service delivery organisations in India and the UK.Currently leading a 150+ FTE multi-channel operation at Coventry City Council. Previously AVP at Toothsi managing 800+ FTEs across CX, dispatch, and fulfilment spanning 20 cities with full P&L and EBITDA ownership.What I deliver:→ 95%+ SLA compliance in regulated environments→ NPS improved by 7 points, retention increased by 14%→ AHT reduced by 17%, error rates reduced by 21%→ P&L expansion of 13% through commercial frameworks→ 40% cost reduction through process redesign and automation→ 93% on-time delivery across £550K+ multi-client portfoliosI build high-performing operations from scratch, stabilise them under pressure, and transform them through data, process excellence, and people development. My career spans regulated public sector, HealthTech, EdTech, SaaS, automobile, and insurance environments — each one taught me how to walk into complexity and create clarity.My approach: root-cause analysis before solutions, data before assumptions, people before process. Every improvement I have delivered started with listening to the team closest to the customer.Industries: Public Sector · HealthTech · EdTech · SaaS · Automobile · Insurance · Hospitality · BPOCertifications: Lean Six Sigma Black Belt · PMP · ITIL 4 · CMI Level 7 · ISO 9001 · Digital Transformation SpecialistEducation: MBA in Advanced Strategy & Cybersecurity (First Class) — Aston University | Executive Programme — IIM Lucknow | B.Eng. Computer Science — NIETOpen to senior Customer Experience, Operations, and Service Delivery roles across the UK. Happy to connect.Industries: Public Sector · HealthTech · EdTech · SaaS · FinTech · Utilities · Telecoms · Automobile · Insurance · BPO/Outsourcing · Hospitality
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