Nikita Wadhwani Resume

Customer Service Manager | Client Success Manager | Senior CX Operations

Not just handling escalations. Building systems where escalations happen less.

10+ years leading customer service and operations across travel, insurance, retail-support, and international BPO environments. Specialist in escalation ownership, SLA governance, and turning pressure-heavy support operations into reliable, high-performing customer experience engines.

Explore Impact Lab View Leadership Cases

Location

Pune, India

Email

wadhwaniniki7@gmail.com

Phone

+91 9822303186

LinkedIn

nikita-wadhwani-074a25a1

Professional Experience

Customer Service Manager / Manager - Customer Care

Go Global Travel (Stuba) - Pune, India - Oct 2023 - Present

  • Primary escalation owner for high-impact customer and partner issues across Operations, Product, Technology, and Sales.
  • Drives SLA and KPI governance (CSAT, NPS, FRT, AHT, QA, productivity), identifying risk trends and corrective actions.
  • Designed escalation frameworks, SOPs, and operational playbooks to strengthen ownership and consistency.
  • Delivers executive-ready incident updates that translate technical and operational complexity into clear decisions.
  • Leads repeat-escalation RCA with cross-functional teams to reduce recurrence and improve service reliability.

Career Journey

Additional leadership and quality operations experience.

Aug 2019 - Aug 2023

Senior Process Analyst

Gallagher Service Center - Pune, India

  • Supported global insurance and customer service operations in high-volume distributed environments.
  • Owned quality governance, SLA tracking, and performance analytics with recurring leadership dashboards.
  • Conducted RCA on escalations, complaints, and SLA misses and recommended corrective actions.
  • Drove process gap identification and workflow improvement with process and technology teams.

Jan 2019 - Aug 2019

Operations Team Leader

Xpertlync Solutions - Pune, India

  • Led a 15-member team against SLA, quality, and productivity targets in fast-paced support.
  • Acted as first escalation point for customer-impacting issues with timely triage and resolution.
  • Ran coaching cycles and targeted performance plans to stabilize underperforming metrics.

Apr 2016 - May 2018

Quality Analyst

Salebuild ITES - Pune, India

  • Managed quality audits and maintained service compliance with audit scores above 95%.
  • Improved QA performance by 15% using structured feedback, calibration, and coaching alignment.
  • Analyzed complaints and audit trends to identify systemic gaps affecting CSAT and resolution quality.

Oct 2012 - Jan 2014

Customer Service Executive

Tech Mahindra - Pune, India

  • Delivered high-volume inbound customer support in strict SLA-driven operations.
  • Achieved 85%+ First Contact Resolution through strong diagnosis and empathetic communication.
  • Maintained accurate CRM documentation for handoffs, audits, and escalation tracking.

Leadership Case Studies

Three real operating patterns used to reduce risk, stabilize metrics, and improve customer trust.

Escalation Governance

Built a unified escalation framework across Ops, Product, Tech, and Sales.

Service Improvement

Drove CSAT up while reducing FRT and maintaining strict SLA adherence.

Root Cause Prevention

Reduced repeat contacts by structured RCA and preventive operating loops.

Narrative Scroll Experience

How Nikita runs high-stakes support operations from chaos to control.

Stage 01

Crisis Intake

Complex customer escalations enter from voice, chat, and partner channels with immediate business impact risk.

Stage 02

Cross-Functional Action

Operations, Product, Tech, and Sales are aligned in one ownership stream with SLA-safe communication loops.

Stage 03

Prevention Engine

RCA, retrospectives, and SOP playbooks convert recurring incidents into stable, repeatable service quality.

Interactive Impact Dashboard

Outcomes that translate into better customer trust and business performance.

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Agents led and mentored across voice, chat, and email teams

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CSAT uplift through coaching, quality, and escalation process improvements

0%

FRT improvement while sustaining 100% SLA adherence

0%

AHT reduction via workflow optimization and SOP standardization

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Repeat-contact reduction through RCA and preventive actioning

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Years in customer service and operations leadership

Credibility Layer

What stakeholders experience when Nikita leads support operations.

"Nikita brings structure during critical incidents and keeps all teams aligned without losing customer empathy."

- Senior Operations Stakeholder

"Her dashboards and governance rhythm made performance conversations objective, fast, and actionable."

- Leadership Reviewer

"She is one of the few managers who can handle escalations and build prevention systems at the same time."

- Cross-functional Partner
Travel Operations Insurance Services Retail Support International BPO SLA Governance RCA Programs

Leadership Capability Matrix

Core skills aligned with senior customer success and service leadership roles.

Escalation Management Service Governance CSAT/NPS Ownership FRT/AHT Optimization Root Cause Analysis Cross-functional Leadership SOP Design Executive Reporting People Coaching Quality Assurance

Open To Opportunities

Customer service, client success, and senior operations manager roles.

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