
Optimizing Customer Success Through Strategic Leadership As a dedicated customer service professional with over seven years of experience, I have built a career centered around delivering exceptional client experiences, optimizing processes, and leading high-performing teams. My expertise lies in customer success, service leadership, and operational efficiency, with a deep understanding of customer needs and industry best practices. In my previous role as a Team Leader for the Onboarding Unit at CoinDCX, I led a team of over 200 agents, overseeing large-scale operations to ensure seamless customer journeys. My leadership approach focuses on data-driven decision-making and continuous improvement, using key performance metrics (OKRs) to enhance First Response Times, Resolution Times, and CSAT scores. By implementing strategic initiatives and leveraging customer service platforms like Zendesk, Sprinklr, and Atlassian, I successfully enhanced overall efficiency and customer satisfaction. Beyond daily operations, I played a crucial role in recruiting and mentoring top talent, fostering a culture of collaboration and excellence. My ability to analyze customer feedback and streamline workflows has consistently contributed to business growth and retention. I thrive in fast-paced environments where I can drive innovation and elevate customer engagement strategies. Currently, I am seeking a leadership role in Customer Success Management or Service Leadership, where I can leverage my expertise to shape customer experiences, optimize support operations, and contribute to long-term business success. I am also committed to professional growth and aspire to transition into a director-level position, where I can drive organizational impact at a larger scale. If you're looking for a results-driven customer success leader or have insights on career opportunities in this space, I’d love to connect and exchange ideas. Let's build better customer experiences together.
coindcx.com
koinx.com
aminagroup.com
altiuscs.com
Navi Mumbai, Maharashtra, India
Account Manager
AMINA Bank
• www.linkedin.com/company/aminabank
• Full-time
Jul 2025 - Present
Customer Support Manager
KoinX
• www.linkedin.com/company/getkoinx
• Full-time
Jun 2024 - Jul 2024
Navi Mumbai, Maharashtra, India
Service Team Lead
CoinDCX
• www.linkedin.com/company/coindcx
• Full-time
Apr 2021 - May 2024
Mumbai, Maharashtra, India
Sr. Customer Success Expert
CoinDCX
• www.linkedin.com/company/coindcx
• Full-time
Jan 2020 - Nov 2021
Mumbai Area, India
Customer Success Expert
CoinDCX
• www.linkedin.com/company/coindcx
Apr 2019 - Jan 2020
Pawai Mumbai
Customer Support Specialist
Altius Customer Services Pvt Ltd
• www.linkedin.com/company/altius-customer-services-pvt-ltd
• Full-time
Feb 2018 - Feb 2019
Navi Mumbai Vashi
Computers Desktop Engineer & Instructor
Fr.Agnel technical college bandra
• Full-time
Apr 2013 - Apr 2016
Bandra