Vijay Devnath
CS Manager and Process Trainer | Customer Service & Leadership | CRM & Automation Expert | Driving Core Customer Satisfaction and Process Improvement.
- Role
- Assistant Operations Manager at Policybazaar.com
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Vijay Devnath
Hello folks! I am a Marine Scientist with Masters degree in Oceanographery from Mumbai University. I hold a 8 years of experience in Customer Service. I have worked with renowned firms like JustDial, Jl Stream, Pharmeasy, Kiranakart technologies (Zepto). I hold a enriched experience with JL stream as a Team lead and Process Trainer in the Customer Support for 2 years. Also I have worked with Geddit convenience pvt ltd as a Team Lead- Operations for 2 years in customer support handling Frontline, escalations desk and others LOB. I hold a deep knowledge in process improvement, process building,chat automation,team Leadership,team management and acheiving customer satisfaction. Currently designated as Manager Customer Support - Operations in my current organisation.
Experience
Assistant Operations Manager
May 2025 — Present · Mumbai, IN
Supervise and lead a team of customer support executives to ensure exceptional service delivery. • Monitor team performance through KPIs such as response time, resolution time, CSAT, and NPS. • Handle escalated customer issues efficiently and professionally, ensuring timely resolution. • Implement and optimize processes for improved productivity and customer experience. • Collaborate cross-functionally with product, operations, and tech teams to address customer pain points. • Provide regular coaching, feedback, and performance reviews to team members. • Conduct training sessions to enhance product knowledge and soft skills. • Prepare weekly/monthly reports and dashboards for senior management.
Education
St.Lawrence Higher Secondary School
Ssc
2007 — 2009
Mumbai University Mumbai
Master of Science - MS
2015 — 2017
Nirmala Memorial Foundation Degree College of Commerce and Science Near Thakur Polytechnic 90 Feet Road Thakur Complex Kandivli (E) Mumbai 400 101
Science
2009 — 2011
Thakur College of Science & Commerce
Bachelor of Science - BS
2012 — 2015
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