Sandeep Jindal

About Sandeep Jindal

I help fast-growth companies turn customer experience from a cost center into a revenue multiplier.Over two decards, I\'ve built and scaled CX operations that directly fuel business growth:→ At Miko: Engineered 0→90% self-service adoption while scaling customer base 5x→ Delivered 80% cost reduction + 50% KPI improvements simultaneously → Drove online review ratings that increased sales conversion across Amazon, Walmart, Target, Costco→ Built multi-lingual global support infrastructure enabling international expansionSTRATEGIC APPROACH:I don\'t just optimize support—I architect customer-centric growth systems. My framework combines:• AI-first automation (reducing human dependency while increasing satisfaction)• Voice-of-Customer product influence (turning support insights into revenue features)• Reputation engineering (converting CX excellence into marketing assets)• Scalable infrastructure (building 3-year runways, not 3-month patches)THOUGHT LEADERSHIP:• Featured in Zendesk\'s Luminaries of CX• Speaker: Zendesk CX Trends 2025, Smart CX Summit & Awards• Perplexity Business Fellow (AI in Customer Experience)• Published: CIO & Leader on \"Scaling CX for Growth with AI\"I champion AI that amplifies human capability—not replaces it. The result? Support costs down, customer satisfaction up, and CX positioned as a competitive moat.Open to: Advisory roles, speaking engagements, and connecting with CX leaders driving transformation.

Experience

1. Senior Vice President - Customer Experience

   Miko

   Jun 2024 — Present · Mumbai, IN

   Built AI-powered CX infrastructure that enabled 5x customer growth while reducing support costs by 80%Strategic Initiatives:Revenue Enablement: Architected online reputation management system that improved ratings across Amazon, Walmart, Costco, Trustpilot, Target—directly increasing sales conversion and marketplace visibilityGlobal Scaling: Designed multi-lingual support framework enabling international market entry across 6 countries without any cost increaseProduct Influence: Established Voice-of-Customer feedback loop with Product/Engineering teams; insights drove feature launches that reduced support tickets by 20%Operational Excellence:Pioneered 0→90% self-service adoption (industry avg: 30-40%) through AI chatbot, knowledge base optimization, and proactive support designReduced support cost-per-contact by 80% while improving CSAT [from 50% to 80%] and while also improving NPS and Onboarding experienceManaged chargeback dispute resolution; decreased dispute rate by 50% and improved dispute win from 2% to 24%Team & Infrastructure:Led 40-member global team (customer support, technical support, seller support, escalations, online reputation management, chargebacks)Migrated from Kapture to Zendesk; built 100+ automation workflowsShut down inbound call support channel through superior self-service—industry-contrarian move that succeededTech Stack: Zendesk Suite, Zapier, Heymarket, Haptik, Klaus, MixpanelRecognition:Featured Case Study: Zendesk.com/customer/mikoSpeaking: Zendesk CX Trends 2025, CIO & Leader published article

Education

• Delhi University

  B.COM, Commerce

  1998 — 2001

• Amity University

  MBA, International Business and Finance

  2007 — 2010

Skills

• Digital Marketing
• Business Intelligence
• Negotiation
• Forms
• Brand Management
• Cross-Functional Team Leadership
• Personal Branding
• Personal Finance
• Conflict Management
• Office 365
• Data Analysis
• Six Sigma
• Teamwork
• Risk Management
• Team Management
• Performance Appraisal
• Management
• Team Building
• Records Management
• Quality Assurance
• Communication
• Entrepreneurship
• Project Management Software
• Lean Six Sigma
• Reporting & Analysis
• Customer Service
• Staff Supervision
• Statistics
• Spreadsheets
• Process Management
• Dashboard
• Human Resources
• Employee Engagement
• Project Management
• Performance Management
• Employee Training
• People Management
• Team Leadership
• Coaching
• Change Management