Aditya chhibba

Customer Operations & CX Leader | Contact Center Operations | CRM | Service Excellence | BPO Governance | Process Improvement | Lean Six Sigma Green Belt | Ex-UPL | Dubai, UAE · Dubai, United Arab Emirates

I am driven by a deep curiosity and ambition to master the intricacies of customer experience and service operations. My approach combines insightful analysis with a strong sense of empathy, allowing me to pragmatically transform processes and validate strategies that truly resonate with customer needs. I thrive on optimizing customer journeys and leveraging digital channels to achieve operational excellence and deliver impactful results.

Experience

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Customer Strategy & Product Validation | Executive MBA Venture

PiggyFils (Independent Project) · Jan 2026 – Present

Not yet confirmed

• • Conducted customer interviews, surveys and VOC analysis to understand financial behaviours, pain points and savings needs among university students in the UAE.
• • Designed the customer journey and MVP service model, including onboarding, savings goals, behavioural nudges, customer engagement and feedback loops.
• • Used market research, customer validation and analytics to refine the proposition and identify opportunities for AI-enabled personalisation and improved customer engagement.

Digital Transformation & Strategy Manager

Saif Belhasa Holding · Oct 2025 – Apr 2026

Not yet confirmed

• Customer Operations Transformation | CRM | Contact Center | CX | Service Improvement
• 7-month transformation engagement concluded following delivery of agreed scope.
• • Worked directly with senior leadership to redesign customer-care operations, CRM workflows, customer journeys and operational visibility across rental and service processes.
• • Supported the design of customer-care and toll-free operations, including routing logic, escalation paths, service categories, ownership rules and reporting requirements.
• • Applied Genesys workflow knowledge to customer-call routing, queue handling, escalation routing and after-hours customer-support use cases.
• • Defined CRM and digital workflows across lead capture, customer forms, service requests, complaints, follow-ups, website and mobile-app journeys.
• • Developed reporting requirements and Power BI dashboards to improve leadership visibility into customer issues, operational bottlenecks and follow-up performance.
• • Evaluated AI-enabled service opportunities including missed-call recovery, automated customer updates, workflow triggers and AI-assisted after-hours customer support.

Strategy & CRM Manager

UPL · Apr 2023 – Sep 2024

Not yet confirmed

• Customer Operations | CRM | BPO Governance | VOC | Service Excellence | Project Management | BRD
• • Governed customer operations and CRM for a large agricultural-services ecosystem, including an outsourced Teleperformance operation of 60 agents across 8 languages with structured L0, L1, L2 and L3 escalations.
• • Managed Salesforce workflows covering case creation, ownership changes, escalations, customer-profile corrections, service history and customer follow-up tracking.
• • Improved customer retention by 25% through the Farmer First programme by using VOC, call-reason analysis and recurring customer issues to design proactive service and engagement interventions.
• • Reduced manual CRM workload by 30% through workflow automation, improved case categorisation, cleaner customer data and clearer handoffs between customer support, field teams and area managers.
• • Monitored customer-operations metrics including SLA, TAT, FCR, CSAT, call reasons, complaint trends, service failures and productivity indicators to identify performance gaps.
• • Partnered with product, field operations, sales, finance, quality and technology teams to convert recurring customer issues into process and service improvements.

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CRM & Process Improvement Executive

TERAFAC TECHNOLOGIES PVT LTD · Jan 2022 – Apr 2023

Not yet confirmed

• Service Operations | CRM | SLA Improvement | Process Excellence | Analytics
• • Improved service operations in a B2B technology environment by introducing structured SLA routines, dashboards, root-cause analysis and performance-review mechanisms.
• • Improved SLA performance by 25% within six months through Lean Six Sigma DMAIC, process mapping, ticket analysis and operational review routines.
• • Used Power BI, Excel and SQL to analyse customer requests, backlog, turnaround time, recurring issues and operational productivity.
• • Supported Genesys workflows and Salesforce integration requirements to improve routing, CRM updates and escalation visibility between customer operations and technical teams.
• • Used ServiceNow for internal ticketing and cross-functional escalation management, and created SOPs and performance trackers to move teams from reactive issue handling toward structured service management.

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Business Strategy & Operations Head

Chhaya Book Depot – Family-Owned Retail, Wholesale & Manufacturing Business · Jan 2016 – Jan 2022

Not yet confirmed

• Customer Operations | Service Delivery | CRM | Retail & Wholesale Operations | Team Leadership
• • Led customer and business operations across retail, wholesale, ecommerce, billing, dispatch, collections, vendor management and customer-service workflows.
• • Managed operations supporting 200+ average daily customer interactions, 100+ wholesale customers, 27 employees, 2.5 lakh SKUs and ₹2 Cr inventory.
• • Implemented CRM capabilities managing 100,000+ customer records, replacing fragmented manual processes across quotations, customer segmentation, order management, follow-ups and complaints.
• • Applied Lean Six Sigma and process redesign to reduce order-processing time by 70% and stock-outs by 25%, while establishing scalable SOPs across customer-facing and fulfilment operations.
• • Strengthened customer retention and service continuity while contributing to growth in annual revenue from approximately ₹1 Cr to ₹15 Cr.

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Customer Response Executive

INDORE24 · Jun 2017 – Dec 2021

Not yet confirmed

• Omnichannel Customer Service | Escalations | Service Recovery | VOC
• •Managed customer interactions across phone, email, chat and social channels, providing timely service updates and escalating unresolved or sensitive issues.
• • Created standard response templates and follow-up routines for recurring customer questions, complaints, orders and service requests.
• • Identified recurring customer problems and shared structured feedback with operations teams to strengthen service recovery and reduce repeat contacts.

Operational Manager

F2SO4 · Jun 2015 – Apr 2016

Not yet confirmed

• Customer Operations | Booking Coordination | Service Recovery | Vendor Management
• • Managed customer-facing operations including booking coordination, vendor follow-ups, customer complaints, returns and service recovery.
• • Established workflows for customer queries, confirmations, payments, delivery coordination and return handling during early-stage business operations.
• • Coordinated customers and vendors throughout the rental lifecycle to resolve service issues and maintain reliable customer communication.