NEERAJ KANWAL

As a Customer Delight & Operations Manager with 8 years of experience, I am an ambitious and accountable professional dedicated to optimizing processes and fostering exceptional customer experiences. I value autonomy and collaboration, leveraging a flexible and logical approach to drive idealistic solutions and achieve impactful results.

Experience

Customer Delight & Operations Manager

Classplus · Sep 2024 – Present

Not yet confirmed

• Own end-to-end operations across multiple in-house business ventures, driving 200-300% revenue growth through process optimization and disciplined execution.
• Lead and manage a 28-member cross-functional team spanning Sales, Support, and Onboarding, improving lead conversion efficiency by ~25-35% through coaching, process design, and performance tracking.
• Own revenue reporting and dashboards (Redash, SQL, MongoDB), translating operational data into insights for leadership decision-making.
• Design and execute webinar-led engagement strategies (Zoom), improving audience engagement by ~30%.
• Build marketing automation and lifecycle journeys (WebEngage, AiSensy) that improve funnel and conversion performance.
• Manage performance marketing spend across Meta Ads, Google Ads, and YouTube, optimizing CAC and ROI.
• Oversee lead lifecycle management (Postman) and cross-platform data migration projects, ensuring accuracy and seamless transitions.
• Manage LMS content and EMI/payment structures, and use Google Sheets/Drive/Docs for reporting and stakeholder collaboration.
• Apply AI tools and automation to streamline workflows, campaign performance, and day-to-day decision-making.

Customer Delight Manager

Classplus · Jan 2023 – Present

Not yet confirmed

• Managed end-to-end customer experience, operations, and growth workflows across multiple ventures, focusing on customer retention, funnel optimization, operational efficiency, and revenue growth.
• Worked closely with sales, marketing, and support teams to improve engagement, streamline processes, and enhance overall customer lifecycle management through data-driven execution, automation, and performance tracking.

Technical Support Associate - Backend Operations

Classplus · Jan 2023 – Sep 2024

Not yet confirmed

• Delivered technical product support to high-value clients, maintaining 100% SLA adherence.
• Managed the end-to-end issue lifecycle via Freshdesk and JIRA, coordinating with backend teams for resolution.
• Performed root cause analysis and remote diagnostics to resolve escalations efficiently.
• Served as point of contact (POC) for the MeetPro product, improving adoption and scalability.
• Managed Razorpay payment disputes and Zoho-based workflows while consistently exceeding KPI targets.
• Mentored new joiners and supported cross-functional teams; recognized as Top Performer, Rookie Rockstar, Top Contributor, Mr.
• Consistent, and MVP.

Technical Support Executive

Teleperformance · Aug 2022 – Jan 2023

Not yet confirmed

• Delivered end-to-end technical support for SaaS / enterprise software products across multi-channel support environments, ensuring adherence to SLA timelines.
• Performed root cause analysis and executed remote diagnostics to resolve complex issues efficiently.
• Managed escalations through structured coordination with backend teams, ensuring timely closure and consistent stakeholder communication.
• Supported a global customer base across multiple regions while maintaining service quality and operational efficiency.

T

Technical Support Executive

Teleperformance (Adobe Products) · Aug 2022 – Jan 2023

Not yet confirmed

• Delivered technical support for Adobe's SaaS product suite across North America, Europe, and APAC, ensuring SLA compliance.
• Performed root cause analysis and managed the escalation lifecycle across voice, chat, and email channels.
• Awarded Rising Star for performance and service excellence.

Assistant Customer Executive

iEnergizer · Aug 2021 – Feb 2022

Not yet confirmed

• Managed customer relationships, issue resolution, and escalation handling to drive satisfaction and retention.

Search Engine Marketing Intern

GOFINDAPRO SOLUTIONS PRIVATE LIMITED · May 2021 – Aug 2021

Not yet confirmed

G

Search Engine Marketing Intern

GoFindAPro Solutions Pvt. Ltd. · May 2021 – Aug 2021

Not yet confirmed

• Supported SEM campaigns including keyword research and ad optimization across Google, Facebook, and YouTube Ads.