Narendra Ramachandra
Customer Experience | Customer Support | (via Flipkart, Easyship, redBus, HP, Dell, Bhanzu, Canvera, Camp K12, Celtycs)
- Role
- Head of Customer Support at Easyship
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Narendra Ramachandra
Accomplished Customer Experience Leader with Expertise in Customer Lifecycle Management, Inside Sales, Renewals/Retention, CX Design, Contact Center Operations, Customer Support, and Vendor Management In my journey through the dynamic landscape of Customer Experience, I\'ve amassed a wealth of expertise spanning various facets of the field across consumer and enterprise businesses, including:Start-Up Innovation: I have successfully launched multiple Zero to One startup journeys, revolutionizing CX design, operations, customer support, and inside sales. These endeavors have consistently delivered exceptional results, driving high Net Promoter Scores (NPS) and fostering impressive customer retention.Team Leadership: I\'ve had the privilege of leading and managing CX teams of various scales, ranging from small FTE). My leadership spans diverse industry verticals, including e-commerce, ed-tech, travel, consumer tech startups, and Fortune 500 organizations.Transformative Outcomes: Throughout my career, I\'ve achieved remarkable outcomes, including the creation of multi-crore greenfield revenue streams from scratch through inside sales initiatives. I\'ve spearheaded a multi-geography ed-tech startup, elevating NPS to exceed 45, and orchestrated a swift increase in customer retention to 62% within a mere 4 months, saving a substantial 5 crores in revenue attrition. Additionally, I\'ve managed outsourced customer support delivery during India\'s flagship e-commerce sale event, overseeing CS associates across 10 locations and consistently delivering outstanding 80%+ Customer Satisfaction (CSAT).These experiences have not only honed my skills but also instilled a relentless commitment to excellence in the world of Customer Experience.
Experience
Head of Customer Support
Feb 2024 — Present · Bengaluru, IN
Led global customer support operations across L1, L2, and L3 tiers. Achieved $300K in annual cost savings while increasing customer satisfaction by 15 points to over 90%. Enhanced Easyship’s online reputation, driving ratings above 4 stars on Shopify, Capterra, and G2.
Education
RV College Of Engineering
B.E, Instrumentation and Electronics
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