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Overview
I work on customer operations at Denholm Software in Gurugram. Brought support first-response time from 15 hours to under 2. Parent of two, so mostly sleep-deprived.
Good reasons to reach out
- Working sessions on automation
- Second opinions on customer support decisions
Please don't message about
- Offshore staffing offers
- Generic networking requests
- Unpaid work or spec projects
Replies on weekday evenings
Skills
qualitycustomer supportautomationZendeskworkforce planning
Experience
- Senior Program ManagerMar 2024 - PresentDenholm Software · 2 yr 8 mo · Full-time · Gurugram, India
- Cut cost per order by 34% with routing and staffing changes.
- Ran the support program across 15 teams to launch on schedule.
- Rebuilt the planning process the company still runs every quarter.
- Program ManagerJan 2022 - Mar 2024Nykaa · 2 yr 2 mo · Full-time · Gurugram, India
- Rebuilt the planning process the company still runs every quarter.
- Brought support first-response time from 18 hours to under 1.
- Operations ManagerApr 2020 - Jan 2022Airtel · 1 yr 9 mo · Full-time · Gurugram, India
- Cut cost per order by 23% with routing and staffing changes.
- Program ManagerMar 2018 - Apr 2020TCS · 2 yr 1 mo · Full-time · Gurugram, India
- Ran the support program across 22 teams to launch on schedule.
- Operations AssociateOct 2015 - Mar 2018Qualcomm · 2 yr 5 mo · Full-time · Gurugram, India
- Built the privacy programme for launches in 15 countries.
References
No references yet.
Education
- BITS PilaniB.E., Economics2011 - 2015
Details
Compensation expectations
What they are targeting for their next role.
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Direct contact details
Direct email and a scheduling link.
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