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About

Customer experience and escalation leader with 5+ years of experience in 24x7, SLA-driven operations. Led escalation desks of 35–45+ associates and 200+ partnered agents, including remote BPO and partner teams, and served as the trusted escalation point for complex customer and seller issues while driving actionable improvements. Skilled in social media support and listening across major platforms, RCA, and turning data into SOPs, macros and process improvements. Hands-on with Sprinklr, Google Sheets and AI tools (ChatGPT, Claude, Copilot, Gemini, Google AI Studio), using them for data analysis and RCA.

Experience5

  1. Senior Lead – Social Media Escalation (Customer Experience)

    Dec 2024 — Apr 2026

    Flipkart

    Led a 24x7 social escalation desk managing 200+ partnered agents and a direct team of 35+ remote agents. Governed partner agencies to maintain SLA adherence and quality, onboarded new hires, and coached agents via 1:1s and training sessions. Owned social media KPIs including FRT, CSAT and backlog, created dashboards and co-built a customer engagement tool with macros and workflows. Used Sprinklr and AI tools for data analysis and real-time issue flagging. Conducted RCA to improve SOPs and presented insights to senior leadership using PowerPoint and Canva.

  2. Team Lead – Operations (Escalation Desk)

    Feb 2023 — Jul 2024

    Startek

    Managed daily operations for four L2 escalation categories totaling 45 associates, responsible for SLA metrics and workload allocation. Planned shifts and productivity, handled complex seller/customer escalations, and improved workflows. Led coaching and calibration cycles enhancing quality consistency.

  3. Process Trainer

    Nov 2021 — Jan 2023

    Startek

    Designed and delivered process, customer handling, and soft skills training using TNA. Achieved high batch completion rates with low attrition and led calibration sessions and quality audits. Recognized as a top-performing trainer for strong learning outcomes.

  4. Senior Executive – Social Media Escalation

    Oct 2020 — Oct 2021

    Startek

    Handled high-priority seller escalations via social media, chat, email, and calls. Identified recurring issues and implemented process fixes to reduce repeat escalations.

  5. Lead Specialist – Event Management

    Jun 2019 — Feb 2020

    PACE Marketing Solutions Pvt. Ltd.

    Managed corporate events end-to-end including client management, vendor coordination, budgeting, and execution.

Projects2

  • Flipkart vs. Amazon OCR/1CR resolution benchmarking

    Benchmarked Flipkart versus Amazon resolution frameworks OCR/1CR to reduce customer effort and speed up resolution.

  • Flipkart Jeeves vs. OneAssist and GoSiteGo benchmarking

    Benchmarked Flipkart Jeeves against OneAssist and GoSiteGo on turnaround time and customer sentiment.

Education2

  • MBA

    2015 — 2017

    Nitte Meenakshi Institute of Technology (VTU), Bengaluru

    HR & Finance

  • BBM

    2010 — 2013

    Reva Institute of Science & Management

    HR Specialization