Customer Experience Leader · Mumbai

Pravin
Anilkumar

Team Lead with nearly 5 years driving customer satisfaction, operational excellence and team performance at Newfold Digital, one of the world's largest web presence SaaS platforms.

15
Team Size
96%
Escalation Reduction
3×
Promoted
4.2
Trustpilot Score
Get In Touch View Experience
Background
About Me

I am a Customer Experience and Operations professional based in Mumbai with nearly 5 years of progressive experience at Newfold Digital. I started as a frontline support agent and earned three promotions to Team Lead, building and scaling a 24x7 distributed team of 15 across multiple locations.

What drives me is simple. I have a natural instinct to help people — whether that is a customer who needs their problem solved or a team member who needs guidance to grow. That instinct is what has shaped every decision I have made in my career.

I am technically hands on with Grafana, Splunk, Kafka, Linux and API troubleshooting, bringing genuine technical depth to customer-facing work. I have also conceptualised and led an AI workflow integration that automated common issue resolution at scale.

I am currently open to Team Lead Operations, Customer Success Manager and Technical Support Manager roles across Mumbai, Pune, Bengaluru, Hyderabad and remote opportunities.

2.2→4.2
Trustpilot score improvement driven by systemic CX improvements
96%
Reduction in escalation errors through playbook redesign
4.85
CSAT score achieved through consistent coaching and process improvement
10%
Qualified lead pass rate across 750 to 800 monthly interactions
Career
Experience
Team Lead, Product Support
Apr 2025 to Present
Newfold Digital India
  • Lead a 24x7 distributed team of 15 across multiple locations with full ownership of service delivery and SLA governance
  • Implement quartile management and run dedicated weekly coaching sessions to drive individual and team performance
  • Monitor volume trends and conduct root cause analysis for product incidents using Grafana, Splunk, Kafka and Linux command line
  • Execute API calls to resolve operational failures including renewal processing and third party sync issues
  • Conceptualised and led AI workflow integration framework that automated common issue resolution at scale
  • Grew Trustpilot from 2.2 to 4.2 and CSAT from 4.72 to 4.85 through systematic service improvements
Product Support Specialist Senior, Subject Matter Expert
Aug 2023 to Mar 2025
Newfold Digital India
  • Served as technical escalation point and designated manager backup for full 24x7 operations
  • Investigated platform incidents and volume spikes using Grafana, Splunk, Kafka and Linux tools
  • Redesigned escalation playbooks reducing incorrect escalations by 96%
  • Introduced agent concurrency progression frameworks for single to multi-chat readiness
  • Led end to end recruitment for APAC facing support roles
Product Support Specialist
Mar 2023 to Aug 2023
Newfold Digital India
  • Managed high volume inbound support while mentoring new joiners as a real time floor coach
  • Contributed to early root cause analysis work that informed the escalation playbook redesign
Associate Product Support Specialist
Jun 2021 to Mar 2023
Newfold Digital India
  • Resolved technical issues via live chat, web ticketing and phone using log analysis and API troubleshooting
  • Consistently achieved 8 to 10% qualified lead pass rate across 750 to 800 monthly interactions
  • Authored and maintained internal knowledge base documentation reducing repeat contacts
Capabilities
Skills
Operations Leadership
SLA Governance KPI Management Quartile Management Capacity Planning Queue Management Workforce Planning Process Improvement Escalation Management
People Leadership
Team Leadership Coaching and Mentoring Performance Management Training Need Identification Hiring and Onboarding Career Mapping Engagement Initiatives
Technical Troubleshooting
Grafana Splunk Kafka Linux Command Line API Calls Log Analysis Root Cause Analysis
Customer Experience
CSAT Tracking Customer Health Monitoring Retention Strategy Churn Prevention Product Adoption Upsell Identification Voice of Customer
Analytics and Reporting
Dashboard Design Performance Reporting Trend Analysis Data Driven Decisions Executive Presentations Power BI
Tools
Salesforce Jira Confluence MS Excel Google Workspace Slack MS PowerPoint
Impact
Key Achievements
2.2→4.2
Trustpilot Transformation
A 91% improvement driven by proactive customer engagement, systematic feedback loop closure and building a high performance service culture across the team.
96%
Escalation Error Reduction
Complete overhaul of escalation frameworks, routing logic and team training, directly improving resolution speed, SLA attainment and customer satisfaction.
4.85
CSAT Score Achieved
Improved from 4.72 through a consistent coaching cadence, targeted quality improvements and data driven workflow changes across the entire team.
3×
Promoted in 5 Years
Associate to Team Lead in under 5 years at Newfold Digital, each promotion representing a larger scope of ownership across operations and team leadership.
10%
Upsell Lead Pass Rate
Consistently achieved 8 to 10% qualified lead pass rate across 750 to 800 monthly customer interactions, contributing directly to revenue growth.
AI
Workflow Integration
Conceptualised and defined the framework for an AI assisted workflow integration that automated common issue resolution, reducing manual handling time at scale.
Initiatives
Projects
AI and Automation
AI Workflow Integration Framework
Conceptualised and defined the end to end framework for an AI assisted workflow that automated resolution for the most common customer issues. Partnered with Engineering to implement the solution, reducing manual handling time and improving self service adoption across the support platform at scale.
Process Excellence
Escalation Playbook Redesign
Identified systemic gaps in escalation routing and resolution processes. Redesigned escalation playbooks and routing logic from scratch, introducing structured investigation methodologies and clear ownership frameworks. Result: 96% reduction in incorrect escalations across the team.
People Leadership
Concurrency Progression Framework
Designed and implemented an agent concurrency progression framework establishing clear readiness criteria for moving from single to multi-chat handling, based on quality scores, training completion and performance data.
Analytics
Real Time Operations Dashboard
Built and deployed a real time operational dashboard tracking CSAT, SLA adherence, AHT, FCR and productivity across the team. Provided leadership with live visibility into performance trends enabling faster and more data driven decisions.
Connect
Get In Touch

Open to Team Lead Operations, Customer Success Manager and Technical Support Manager roles across Mumbai, Pune, Bengaluru, Hyderabad and remote opportunities.

Email pravin.ak99@gmail.com Phone +91 81088 09630 LinkedIn pravin-anilkumar