Nitin Menon

About Nitin Menon

Customer-focused professional with 7+ years of experience in customer service, team leadership, and escalation management. Currently an Assistant Manager – Operations, leading a 15-member team and improving CSAT, SLA, and customer retention. Now transitioning into Customer Success roles in SaaS, backed by upskilling in Customer Success, CRM tools, and Project Management. I bring strong communication, client handling, and process improvement skills. Looking for opportunities as a Customer Success Lead / AM where I can drive value, retention, and long-term relationships.

Experience

1. Assistant Operations Manager

   WNS

   Oct 2023 — Present

   Lead a team of 20 executives handling customer queries and social media escalations for a global client-Improved NPS and SLA metrics through process optimization, quality checks, and coaching-Acted as the final escalation point for critical issues across email, chat, and digital platforms-Conducted interviews and selected candidates for executive-level roles based on client process needs-Facilitated onboarding, training, and performance tracking of new team members-Collaborated with cross-functional teams (quality, training, WFM) to drive continuous improvement in customer experience-Participated in calibration sessions and shared insights with clients for process improvement-Mentored new team leads and contributed to performance reviews and team development plans.Tools & Skills: Zendesk| Freshdesk| JIRA | CRM | Root Cause Analysis | Escalation Handling | CSAT | SLA | Team Management | Interviewing | Training | Reporting

Education

• Model Colllege

  Bachelor's degree