Writuparna Gupta
CX Leader building customer centric culture |Strategy & Planning | Customer Experience Excellence| Operations | Transitions | Transformation | Passionate people leader
- Role
- Vice President - Customer Experience and Operations at Junglee Games
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Writuparna Gupta
As the Leader of Customer Experience and Operations at Junglee Games, a leading online real money gaming platform in India. I have over 20 years of experience in delivering and enhancing customer experience and operations across various industries, including telecommunications, broadband, and online gaming.As a member of the leadership team, I am responsible for leading the customer first culture across the organization, driving CX strategy and transformation, managing contact centers, resolution operations, VIP management, retention, ORM, customer satisfaction, consumer insighting, journey designs, digital transformation, AI empowerment, automation, CRM tools, training, quality, payment transactions, and risk operations. I am also skilled in large-scale team management, change and transition management, acquisitions and mergers, and strategic planning. I hold a Lean Six Sigma Yellow Belt certification and a Digital Business Essentials certification.I am passionate about putting the customer at the heart of every decision, innovating and creating a motivated team, and generating the best ideas in this ever-changing world of opportunities. I believe in staying hungry and motivated, embracing ambiguity, and moving up the learning curve to be a more effective leader. I am a team player, a problem solver, and a lifelong learner.
Experience
Vice President - Customer Experience and Operations
Jul 2024 — Present · IN
A member of the leadership team, National head of the customer experience and operations functionResponsible for leading Customer First across organisation -CX Strategy & Transformation-Analytics & Budgeting-Onboarding & Compliance-Contact Centres (Voice and Non Voice )-Resolution Operations-VIP Management & Retention-Social Listening & ORM and Crisis-Customer Satisfaction (NPS,CSAT, CES)-Consumer Insighting & Journey Designs-Digital Transformation & AI integration -Automation & CRM tools -Training & Quality-Payment Transactions -Risk Operations-Upsell and Cross sell revenue generation
Education
Auxilium Convent School
I.C.S.E, General Studies
Salt Lake CA School
I.S.C, Humanities
Calcutta University, Kolkata
Bachelor in Arts, English,History and Political Science
1995 — 1997
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