Rohit Ganjoo
Customer Experience Manager | Omnichannel Support | CX Strategy | Escalations, SOPs & Sales Operations
- Role
- Customer Experience Manager at Dohful
- Location
- Ghaziabad, UP, IN
- LinkedIn followers
- 500 followers
About Rohit Ganjoo
Monitor and evaluate metrics, identifying required actions necessary to achieve service level and quality targets, maximize first-time call resolution, and minimize customer complaints, transfers, and escalation.
Experience
Customer Experience Manager
Dec 2025 — Present · Delhi, IN
Led end-to-end customer service operations across email, chat, inbound and outbound calling, and social media platforms, ensuring seamless and consistent customer experiences. Drove overall customer service strategy with a focus on improving service levels, turnaround times, and customer satisfaction.Designed and implemented SOPs to streamline processes, enhance team efficiency, and ensure service quality. Managed escalations and performed root cause analysis (RCA) to address recurring issues and drive long-term improvements.Collaborated closely with cross-functional teams to align customer support with business goals, while successfully implementing cross-sell and up-sell strategies through service interactions. Also oversaw sales order handling to ensure accuracy, timely fulfilment, and a smooth post-sales experience.
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