Customer Experience & CRM Operations Specialist

Grishma Santosh Keny

CA, USA +1-510-***-**** ***************@*****.***

SUMMARY

Proficient Customer Experience and Operations Specialist with 6+ years of experience improving SLA performance, streamlining workflows, and boosting client retention. Skilled in Salesforce, HubSpot, Zoho CRM, Tableau, and Excel to drive process automation and performance tracking. Proven success in leading teams, reducing onboarding time, and enhancing customer support operations. Strong background in CRM optimization, training development, and data analysis, consistently improving KPIs across response time, satisfaction scores, and conversion rates in fast-paced environments. TECHNICAL SKILLS

CRM Platforms: Salesforce (Service Cloud), Zoho CRM, Freshdesk, HubSpot CRM Customer Support Tools: Zendesk, Genesys Cloud, LiveChat, Five9 Ticketing & Case Management: ServiceNow, Jira Service Management, Salesforce Case Lifecycle Workforce & Queue Management: Salesforce Omni-Channel, NICE WFM, CMS Avaya, Queue Allocation Tools Reporting & Analytics: Salesforce Reports & Dashboards, Excel (Pivot Tables, VLOOKUP), Google Sheets, Tableau (basic) Team & Performance Management: Microsoft Excel (RAG reports, productivity trackers), LMS Portals, Quality Assurance Tools Communication & Collaboration: Slack, Microsoft Teams, Zoom, Outlook Knowledge Management: Confluence, Salesforce Knowledge, Google Drive Shared Docs Process Improvement & SOPs: SIPOC, Root Cause Analysis (RCA), Process Mapping, Agent Scorecards Training & Onboarding Tools: WalkMe, Trainual, Google Slides, PowerPoint Operating Systems: Windows, macOS

PROFESSIONAL EXPERIENCE

Imperial Mailbox & Notary Services May 2025 – Current Business Strategy & Marketing Consultant

• Launched customer segmentation models using HubSpot CRM, increasing client re-engagement rate by 42% within 3 months and cutting email response time by 28% through automation workflows.

• Drafted training modules using WalkMe and Trainual, reducing new-hire onboarding time from 7 days to 3 days and boosting policy adherence scores by 35% across teams.

• Audited marketing performance data in Excel and Tableau, identifying campaign gaps that improved open rates by 18% and decreased unsubscribe rates by 22% in under 60 days.

• Structured lead scoring models using Zoho CRM and SIPOC analysis, driving a 31% rise in conversion rates while reducing bounce-back contacts by 19%.

• Orchestrated process documentation via PowerPoint and Google Slides, ensuring 100% SOP visibility across departments and minimizing escalations from 12 per week to 3 in 6 weeks. Teleperformance DIBS, India Apr 2019 – Jul 2023

Team Leader – Operations

• Supervised 32-member support team using Salesforce Omni-Channel, increasing SLA adherence from 71% to 93% and shrinking ticket backlog volume by 44% within 90 days.

• Designed agent-level performance dashboards in Excel, achieving a 37% boost in daily productivity and enabling real-time tracking of issue resolution metrics across multiple queues.

• Delivered weekly reports through Salesforce Dashboards and pivot tables, streamlining executive review cycles and trimming decision latency from 3 days to 1.5 days.

• Coordinated cross-functional feedback loops with Quality Assurance tools, enhancing first contact resolution by 29% and dropping average handling time by 1.6 minutes per interaction.

• Facilitated coaching programs using LMS portals and RCA analysis, helping underperformers improve their QA scores by 41% over two quarters with structured goal tracking. Teleperformance DIBS, India Jun 2016 – Mar 2019

Senior Customer Service Executive

• Addressed 70+ customer interactions daily through LiveChat and Five9, achieving 96% satisfaction scores and maintaining under 2-minute response times for three consecutive quarters.

• Logged escalations via Jira Service Management and Salesforce Case Lifecycle, reducing follow-up loops by 24% and ensuring issue closures within 48 hours for over 85% of cases.

• Consolidated knowledge base gaps in Confluence and Salesforce Knowledge, increasing agent search accuracy by 47% and decreasing reliance on supervisor assistance.

• Supported monthly audit cycles as Subject Matter Expert, resolving 86% of flagged errors and ensuring compliance consistency across teams during transition periods.

• Partnered with QA and floor managers to propose improvement ideas, leading to a 21% reduction in repeated complaint categories over a 6-month reporting cycle.

Epicenter Technologies PVT LTD, India Aug 2013 – Oct 2015 Customer Service Executive

• Fielded 90+ calls per day via Freshdesk and Avaya, consistently achieving 94% customer satisfaction ratings while maintaining adherence to 6-minute average call duration targets.

• Streamlined internal collaboration via Microsoft Teams and Outlook, reducing missed escalations by 39% and improving resolution tracking efficiency across the support queue.

• Curated issue tags and categories in Freshdesk, improving ticket classification speed by 52% and enabling better insights during performance reviews.

• Contributed to shared drive documentation efforts using Google Docs, ensuring 100% compliance in response scripts and SOP guidelines for new process rollouts.

• Collaborated with QA analysts to implement voice-of-customer reviews, generating actionable insights that enhanced agent feedback loops and decreased negative reviews by 27%. EDUCATION

Master of Science In Management May 2025

California Lutheran University, CA, USA

Bachelor of Commerce Jan 2011

Mithibai College, Mumbai, India

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