Aditya Dutt

Head of Customer Experience | Customer Success & D2C Operations Leader | 20+ Years in E-commerce, Retail & Luxury | CX Strategy | Customer Journey | Order Management | Fulfillment | Process Excellence | Team Leadership · Delhi

With over two decades of experience, I am a highly organized and meticulous leader, driven by a logical and idealistic pursuit of operational excellence and superior customer experiences. My approach is rooted in ensuring compliance and uniformity, meticulously structuring processes to achieve the highest standards in customer interaction and B2C e-commerce environments, always striving for an ideal, consistent, and exceptional journey for every customer.

Experience

Head of Customer Experience

Overlays Clothing Pvt Ltd · May 2025 – Present

Not yet confirmed

• • Leading end-to-end customer experience operations for a fast-growing D2C apparel brand
• • Managing customer support across WhatsApp, email, and CRM platforms
• • Handling logistics escalations, courier coordination, delivery issues, and RTO management
• • Working on customer retention and repeat purchase initiatives
• • Optimizing support workflows using Zoho Desk and Bitespeed
• • Coordinating with internal teams for smooth order fulfillment and customer satisfaction
• • Managing Shopify-based order operations and customer communication processes
• • Supporting automation and operational efficiency initiatives

Customer Success Manager

Overlays Clothing Pvt Ltd · Mar 2023 – Apr 2025

Not yet confirmed

Sr.Ex Customer Service

Exotic India · Apr 2022 – Feb 2023

Not yet confirmed

• • Managed domestic & international customer queries and order support operations
• • Coordinated with logistics and fulfillment teams for smooth customer experience
• • Handled escalations and customer issue resolution across channels
• • Supported CRM communication and order management workflows

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Sr. Fulfillment Executive

Swarovski India Pvt Ltd · Nov 2008 – Sep 2019

Not yet confirmed

• Holding experience in managing the business operations with key focus on profitability and customer satisfaction by safeguarding optimal utilization of resources; ensuring operational processes are managed in terms of TAT, accuracy, frequency & compliance leading to seamless service delivery.
• Proficiency in handling the entire Order Management Process starting right from conceptualizing to execution; verifying all order line, preparing order reports, managing shipments, responding to inquiries for status orders and resolving all customer issues
• Expertise in managing customer service operations entailing mapping of business processes and studying requirements, designing & implementing processes as well as solutions in line with the specified guidelines
• Experienced in handling the functions like material & demand planning, purchasing & procurement, tracking proper schedule of planning & operations and supplier communication
• A positive thinking person with strong communication, analytical & organizational skills; capable of leading & motivating individuals to maximize levels of productivity

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Senior Executive

Swarovski India Pvt Ltd · Nov 2008 – Sep 2019

Not yet confirmed

• Managed customer orders, invoicing, fulfillment, and SAP SD operations.
• Coordinated with suppliers and international stakeholders to ensure service quality and timely deliveries.

Lead officer

Bharti Airtel Ltd · Mar 2005 – Oct 2008

Not yet confirmed

• • Handling Top Management Escalations including Nodal/Appellate and cases from Chief and above including cases received at CEO’s desk.
• • Making RCA’s of Escalated Cases and Co-coordinating with different department for resolutions.
• • QRC – Billing- Voice and DSL.
• • Predictive Churn so as to bring them back in the network again.
• • Efficiently handling Complaints in CC Delhi, and ensured 100% SLA adherence.
• • Handled the Unbilled Pulses calling wherein the bills were not generated but still convincing the customer to pay the 70% of the payment prior to the bill generation.
• • Handling the CMS and analyzing the Wrong Logins Cases and providing the right education to the customer.
• • Processing Customers Requests, Complaints, Resolving within SLA.
• • Maintaining Performance track sheet of all the agents.
• • Received Customer Service Award for outstanding track record of positive customer feedback
• • Expertise in resolving escalated customer service issues
• • Independently managing a team of 10-15 agents

Customer Care Team Lead

airtel · Mar 2005 – Oct 2008

Not yet confirmed

• Led customer care operations teams and ensured timely resolution of customer requests.
• Provided coaching, feedback, and performance management for team members.