Sanil Sharma
Customer Experience & Support Leader | Driving CSAT, NPS & Automations | Team Lead @ Ultrahuman | Ex-Atlys | Ex-Kuku FM | Ex-Byjus
- Role
- Team Lead - Customer Delight at Ultrahuman
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Sanil Sharma
Customer Experience & Operations Leader with 7+ years of experience scaling global…
Experience
Team Lead - Customer Delight
May 2025 — Present · Gurugram, IN
Lead a 100+ member support team, managing workforce planning, performance, and customer satisfaction.• Implement process optimisations and vendor consolidations, reducing communication costs by 70% and saving ₹15+ lakh annually.• Design and deliver training programs to boost team performance and CSAT scores. • Collaborate with data and tech teams to drive product and service improvements based on customer insights.• Manage live chat, email, and social media escalations, ensuring timely resolution of high-priority cases and protecting brand reputation.• Develop AI-driven automation solutions to streamline quality checks, rostering, and operational processes.• Monitor and enhance online brand presence on platforms like Reddit and Trustpilot, improving customer perception and engagement.
Education
Institute of Hotel Management (IHM)
Bachelor's degree
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