Rupal Bhandari

As a Customer Delight Manager, I am driven by a deep ambition to achieve mastery in fostering exceptional customer experiences. I approach my work with diligence and a high degree of autonomy, meticulously organizing processes to ensure every interaction is both empathetic and pragmatically effective. My goal is always to elevate satisfaction and build lasting relationships.

Experience

T

Customer Delight Manager

Troovy Foods (Honestinnovations Foryou Pvt. Ltd.) · Aug 2024 – Present

Not yet confirmed

• Run daily customer service operations across calls, WhatsApp, email, chat, and social channels covering queue management, SLA adherence, escalation handling, and workforce planning.
• Build and optimize SOPs for complaint and query handling across all customer touchpoints.
• Set up and improve omnichannel workflows across helpdesk, telephony, chatbot, and communication systems.
• Partner closely with Operations to improve deliveries, reschedules, and reverse logistics.
• Define and monitor operational KPIs through dashboards, reports, and regular business reviews.
• Lead and mentor Team Leads across shifts; drive hiring, onboarding, training, and monthly QA programs with clear scorecards and performance reviews.
• Introduced and implemented AI-powered chatbot for customer support; continuously train the AI on chat and call flows to improve resolution quality and reduce agent dependency.
• Leverage chatbot and AI tools for chat and call audits, enabling scalable quality checks and faster feedback loops.
• Set up WhatsApp and SMS campaigns for customer information, order updates, and proactive notifications; configured utility messages and automated communication workflows.
• Build and maintain self-serve support systems including Help Center, FAQs, and IVR flows to improve deflection and reduce cost-to-serve.
• Improve First Response Time (FRT), Average Handle Time (AHT), First Contact Resolution (FCR), and Escalation Resolution TAT.
• Build a strong Voice of Customer (VOC) program by tagging tickets, publishing weekly insights, and driving root cause analysis with Product, Operations, and Marketing teams.
• Own customer experience metrics including CSAT, NPS, SLA adherence, backlog management, and quality scores.

V

Customer Success Specialist

Vyap (Adcount Technologies Pvt. Ltd.) · May 2023 – Aug 2024

Not yet confirmed

• Reduced customer complaint resolution time from 48-72 hrs to 24 hrs.
• Handled 50+ customer calls per day across a B2B HoReCa e-commerce platform.
• Introduced an On-Time Delivery & Accuracy report, reducing delays and errors from 15% to 10%.
• Set up and managed helpdesk CRM for effective management and tracking of customer tickets.
• Resolved 200+ complaints per month by coordinating with sales, sourcing, supply chain, and product teams.
• Conducted NPS surveys and shared insights with leadership for product and process improvement.
• Created and executed SOPs from scratch for post-delivery complaint handling.

Executive - Customer Service

Urban Company · Dec 2021 – Mar 2023

Not yet confirmed

• Managed inbound calls and chats on ticketing tools, resolving customer queries across service categories.
• Escalated complex unresolved issues to relevant departments for timely closure.
• Maintained high professional standards across calls and email interactions.
• Achieved a record of 60 solved tickets in a single day.
• Awarded Top Performer for Quality.

What drives their work

The Builder

Establishes foundational systems and processes where none exist.

Rupal's superpower

You excel at transforming nascent ideas into robust, operational systems and optimizing them for peak performance.

How Rupal works

You would excel in a startup or a growing team that needs someone to establish and scale customer-facing operations and processes.