As a Customer Service Manager at Blue Tokai Coffee Roasters, I lead a team of 10+ members to deliver exceptional customer experience and satisfaction across multiple channels. I spearhead performance management and training initiatives, with a focus on upskilling members to build faster resolution of grievances. I also develop and deploy the company's customer experience strategy, liaising with other departments to diagnose and resolve customer issues.With 6+ years of experience in e-commerce sectors, I have a proven track record of building customer loyalty and revenue growth. I have played a pivotal role in establishing and growing the customer service department at AADAR, a online doctor consultation platform, where I formulated processes, recruited talent, and implemented a machine learning bot for automation. I have also witnessed and actively participated in the expansion of The Souled Store, a pop culture merchandise brand, where I handled social media accounts, managed escalations, and provided training on social media and escalation.I have a Bachelor of Business Administration degree from Rabindranath Tagore University, where I studied business administration and management. I am interested in driving initiatives to optimize the customer experience for brands and start-ups. I thrive in dynamic and challenging environments, where I can leverage my skills in team collaboration, B2C e-commerce, and manufacturing process improvement.