Vibhish Inamdar

Customer Experience Manager @Zolo

Bengaluru, IN

Customer Experience Manager | Zolo Scholar - MAHE Bangalore Yelahanka CampusLed customer experience strategy for India\'s largest student housing partnership, managing beds across MAHE campus and overseeing end-to-end student journey from allocation to graduation.Major Duties & Responsibilities:Strategic Leadership- Ensured seamless housing service delivery for students, collaborating with MAHE\'s Chief Student Officer and Hostel Management Committee- Implemented Zolo Scholar\'s \"Brand 360\" program integrating technology, operations and community building- Optimized complete student experience journey mapping aligned with academic calendars and campus eventsTechnology & Operations- Spearheaded Zolo Scholar app implementation achieving downloads with 6 core modules: Zolo Care, Digital Attendance, Outpass Management, Leave Approvals, Laundry Tracking and ZoTribe rewards- Digitized all paper-based processes including attendance, maintenance requests and leave applications- Maintained sub-2-hour maintenance response times and 80%+ first-contact resolution ratesPerformance Excellence- Achieved 85-90% CSAT, 95%+ student retention, 90%+ occupancy rates and NPS above 50- Reduced operational costs by 30% through energy efficiency measures while maintaining service quality- Ensured compliance with safety protocols including curfew enforcement and emergency response coordinationKey Projects & Successes:Digital Transformation:Successfully digitized entire housing operations, eliminating paper processes and achieving industry-leading resolution timesPartnership Management: Managed beds across campus received Vice Chancellor endorsement for mission alignmentCommunity Impact:Launched holistic student development programs including academic support, cultural events and personal growth initiatives

Bangalore University

Bachelor of Computer Applications