Rehan Khan
Enhancing Customer Experience at SNITCH I Ex EatEasyI Ex Swiggy
- Role
- Customer Support Operations Manager at Snitch
- Location
- Bengaluru, IN
- LinkedIn followers
- 500 followers
About Rehan Khan
As a passionate and results-driven professional with extensive experience in customer…
Experience
Customer Support Operations Manager
Aug 2022 — Present · Bengaluru, IN
Leadership & Team Management: Leading a high-performing team of 30+ customer support professionals, driving continuous improvement and exceptional service delivery.~ CRM System Implementation: Successfully evaluated and implemented a full-stack CRM solution, transitioning from 100% manual ticketing to an automated workflow-based system, resulting in a 50% increase in efficiency and a 35% reduction in ticket resolution time ~ Customer Satisfaction (CSAT) Enhancement: Elevated CSAT scores from 3.2 to 4.5 (on a 1-5 scale) within four months, through targeted training, process improvements, and enhanced customer engagement strategies ~ First Response Time (FRT) Reduction: Reduced FRT from 280 minutes to 80 minutes, an improvement of 71%, by optimizing support processes and integrating live chat capabilities ~ Chatbot Automation: Designed and deployed automated chatbot solutions for WhatsApp and Instagram, deflecting 40% of incoming chats. Aiming to increase deflection to 80% within the next four months, thereby improving support efficiency and response times ~ Process Standardization & Efficiency: Developed and implemented Standard Operating Procedures (SOPs), canned responses, and internal ticketing systems, establishing L1-2-3 escalation protocols that increased overall department efficiency by 45%~ Return Management Software Implementation: Led the deployment of a Return Management Software, automating the return and exchange process, achieving 100% process automation and reducing return processing time by 60%~ Cross-Functional Operational Strategy: Spearheaded strategic operations projects to enhance forward and reverse logistics, resulting in a 30% improvement in logistics efficiency
Education
Canara College
Bachelor's in commerce, Accounting and Business/Management
2013 — 2016
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