Sarthak karnatak, Operations Manager

About

Customer Experience (CX) Manager with 7+ years of expertise in team leadership, CX analytics, AI-driven automation, and customer engagement. Proven track record in improving CSAT by 15%, streamlining grievance resolution, and enhancing customer experience through data-driven decision-making. Adept at managing cross-functional teams of 30+ members and leveraging AI & automation to optimize workflows. Passionate about driving customer retention and loyalty through scalable and strategic CX initiatives.

Experience

PhonePe

May 2000 – Mar 2024

Bangalore

Team Lead – Customer Experience

Led a team of 30+, fostering a high-performance culture and improving CSAT by 15% through strategic process enhancements. Managed and resolved 95% of legal complaints within compliance timelines, ensuring adherence to laws and regulations. Reduced First Response Time (FRT) by 30% by implementing AI-driven automation and optimizing workflow processes. Increased social media engagement by 40% through trend analysis and proactive customer interactions. Developed and executed an Annual Operating Plan (AOP) to optimize resource allocation, achieving a 20% improvement in customer satisfaction metrics. Spearheaded cross-platform monitoring (Twitter, PlayStore, Facebook, Instagram, grievance portals) to gather insights and enhance response strategies.

PhonePe

May 2018 – Jun 2020

Bangalore

Social Media Specialist – Customer Experience

Boosted CSAT by 15% and MSAT by 10% within six months by refining response strategies and reducing resolution time. Identified and eliminated process inefficiencies, leading to a 25% faster issue resolution across social platforms. Managed high-volume customer interactions (5,000+ queries/month), ensuring brand reputation and customer engagement. Analyzed user feedback to develop data-driven customer engagement strategies, enhancing response effectiveness.

Education

Engineering College in Lucknow

Jan 2010 – Jan 2014

BTech, CSE

Sarthak karnatak

Operations Manager

Skills

Languages