Pratap R.
Senior CX & Operations Leader in SaaS | Driving Strategy, Cross-Functional Execution & Executive Partnership
- Role
- Senior Manager - Customer Experience at SMS-Magic
- Location
- Pune District, MH, IN
- LinkedIn followers
- 500 followers
About Pratap R.
I am a Senior Customer Experience and Operations leader with a proven track record of…
Experience
Senior Manager - Customer Experience
Sep 2024 — Present · Pune, IN
Streamline support workflows through automation and optimized team scheduling to enhance first response efficiency.Improve customer satisfaction by implementing proactive support strategies, continuous feedback loops, and regular quality audits — all guided by a data-driven approach to monitor trends and close service gaps.Designed and delivered ongoing customer experience training focused on empathy, product knowledge, and resolution accuracy to strengthen team capability and first contact resolution.Lead a global support team with 24/7 availability and multilingual coverage, while fostering strong collaboration with cross-functional teams to deliver a seamless customer experience.Maintain real-time dashboards to track key performance indicators such as CSAT, FRT, NPS, resolution times, and ticket aging, supporting continuous performance improvement.Partner with Product and Engineering teams to influence customer-centric enhancements based on ticket trends and user feedback, contributing to better product experiences and customer retention.
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