Sneha Das
Escalation Manager @ Myntra | Ex-Flipkart |Executive Assistant to my Dog 🐾 | Content Strategist | Budding Entrepreneur
- Role
- Escalation Manager at Myntra
- Location
- Guwahati, AS, IN
- LinkedIn followers
- 500 followers
About Sneha Das
Look, I fix things. Big things.At Myntra and Flipkart, I’ve turned high-stakes escalations into seamless customer wins. It’s not just about \"support\" it’s about empathy, speed, and high-level strategy.I’m also a builder. Currently plotting the next big thing in event tech.I exist at the intersection of corporate discipline and creative chaos. Let’s make some noise (the good kind). I’m always open to discussing operations, scaling startups, or the next big disruption in CX.How to reach me? d••••••••@gmail.com
Experience
Escalation Manager
Jun 2024 — Present · Indore, IN
Key Responsibilities:Track trends in escalations and proactively work on process improvements to reduce repeat issues.Provide support to team members and mentor junior agents on best practices in customer handling.Maintain SLAs, TATs, and report key insights to management.Key Achievements:Reduced average escalation resolution time by 22% within 3 months through structured follow-ups and team coordination.Recognized by internal leadership for handling high-profile cases during peak sale periods with 100% resolution success.Built an internal knowledge-sharing tracker to help the team with quicker access to resolution paths and SOPs.Project Highlight:“Escalation Zero”: Process Improvement DriveLed a short-term internal project to identify recurring escalation categories and introduced a proactive communication template system. This initiative led to a noticeable drop in weekly repeat escalations by 18%, and improved the team\'s response consistency
Education
Arya Vidyapeeth College
Bachelor of Commerce - BCom, Marketing/Marketing Management, General
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