SHARMILA SAUNDARARAJAN

Customer Experience Leadership

• Led the Customer Experience team at Lifely, managing daily operations across email and phone support to ensure high-quality, timely responses.
• Developed and implemented a customer-first communication strategy that balanced empathy, efficiency, and brand voice.
• Launched a recurring CX insights newsletter to share key data (NPS, top contact reasons, areas for improvement) with internal stakeholders, driving cross-functional improvements.

Automation & Tools

• Spearheaded automation of the CX process, reducing manual effort and improving turnaround time by implementing a self-service solution.
• Partnered with Gorgias to improve platform efficiency, introducing new features such as auto-reminders for ticket closures, 3CX integration, and improved agent performance reporting.
• Led chatbot readiness and live chat automation workflows to enhance responsiveness and offer 24/7 self-service options for customers.

Process Improvement

• Created detailed, visualized process maps - aligning CX and OPS to ensure seamless execution.
• Refined internal workflows and SOPs to improve resolution times and enhance consistency in customer interactions.
• Collaborated with OPS and CX teams to streamline communication and support flow, enabling faster, more effective customer solutions.

Performance & Reporting

• Designed and implemented a comprehensive CX performance dashboard to track KPIs including ticket volume, first response time, resolution time, CSAT, and NPS, enabling data-driven decision-making.
• Introduced agent scorecards to provide personalized performance insights and identify individual strengths and coaching opportunities.
• Developed weekly and monthly reporting cadences to surface trends, customer pain points, and operational bottlenecks to stakeholders across CX, OPS, Marketing and Product teams.
• Analyzed top contact drivers to inform proactive solutions, resulting in a measurable reduction in repeat tickets and improved self-service usage.
• Collaborated with Gorgias to customize reporting capabilities, unlocking visibility into ticket reopen rates, resolution times, and channel-specific performance.
• Led quarterly CX reviews using performance data and customer insights to propose service enhancements and advocate for product improvements.
• Built a feedback loop with frontline agents to incorporate qualitative input into reporting, improving context around satisfaction scores and resolution quality.
• Integrated reporting from multiple platforms (Shopify, Klaviyo, CIN7) to create a unified view of customer experience and operational performance.

Team Leadership & Culture

• Managed and supported a team of 8 frontline agents, providing coaching, training, and performance feedback in a fast-paced environment.
• Created a library of customer-facing phrases (positive and recovery-focused) to enhance consistency and tone of voice across all interactions.
• Fostered a culture of care, empathy, and proactive problem-solving within the CX team, ensuring alignment with Lifely’s brand promise.

Customer Satisfaction & Stakeholder Experience

• Managed internal stakeholder experience across the IT Service Portal, ensuring ease of use, accessibility, and consistent service delivery.
• Created and maintained detailed user journey plans to identify key touchpoints, reduce friction, and improve overall satisfaction.
• Launched and monitored targeted satisfaction surveys, using response data to inform iterative improvements in IT services.
• Established dedicated feedback channels to facilitate two-way communication and ensure user voices were consistently reflected in service decisions.

Service Testing & Feedback Loops

• Engaged a closed user group to conduct test cases on new IT services, collecting critical feedback prior to full-scale implementation.
• Actively collaborated with the Service Design Office to stay aligned on new service rollouts and provide frontline user insights during planning stages.
• Provided constructive feedback to help refine and shape services before launch, contributing to better adoption and reduced post-launch issues.

Reporting & Strategic Communication

• Delivered monthly reports and project updates to the Enterprise Technology Management team, offering insights into user satisfaction, service gaps, and areas for enhancement.
• Maintained clear documentation and reporting practices to track progress on satisfaction metrics and user sentiment over time.

Communication & Governance

• Launched weekly internal newsletters to update users on newly introduced services, resolved bugs, feature improvements, and key announcements.
• Served as a single point of contact (SPOC) for reviewing Service Design Office deliverables, including service design documentation, process compliance, and risk assessments.
• Provided strategic feedback to governance stakeholders to help align new service designs with user needs, risk controls, and enterprise service standards.

Training & Enablement

• Conducted bi-monthly ITSM onboarding and training sessions for new joiners, promoting effective use of the IT Service Portal and related support tools.
• Created knowledge articles to support user understanding and independence when navigating IT services.
• Produced and implemented customer satisfaction guarantee program which directly resulted in 85% increase in IT Service usage.

Customer Experience Reporting & Insights

• Managed the end-to-end CX portfolio for Pandamart Malaysia, aligning experience strategy with business performance.
• Prepared and delivered detailed CX performance reports, including NPS trends, incident rates, and cancellation rates, to both local and regional teams.
• Presented full NPS performance reviews and customer sentiment analyses in biweekly and monthly presentations to the Reporting Director and Director of New Verticals.
• Conducted competitor analysis to benchmark service performance, identify market gaps, and support strategic planning across CX initiatives.
• Engaged with the regional team to contextualize CX data within market benchmarks, identifying improvement opportunities across key metrics.

CX Initiatives & Cross-Functional Leadership

• Led and executed CX projects and initiatives in response to achieve NPS target set by shifting business needs and performance trends.
• Conducted biweekly meetings with key departments to review customer written feedback and align on action plans for service improvement.
• Planned and executed field visits to underperforming stores to diagnose operational gaps and recommend corrective actions.

Communication & Engagement

• Delivered a monthly CX newsletter summarizing key takeaways from NPS scores, customer feedback trends, and action points to drive transparency and alignment across departments.

Operational Coaching & Process Improvement

• Coached store staff on standard operating procedures and customer service protocols to improve service consistency and satisfaction.
• Developed and rolled out customer service plans focused on elevating satisfaction scores and reducing friction points.
• Proactively identified complex issues impacting operations or experience quality, and partnered with stakeholders to deliver timely, strategic solutions.

Documentation & Reporting Cadence

• Maintained daily documentation, logs, and weekly reports to track activity, monitor progress on initiatives, and ensure accountability across teams.

Customer Experience Strategy & Engagement

• Developed and implemented customer satisfaction goals and loyalty programs to drive repeat engagement and improve retention.
• Strategically mapped out the customer journey, identifying key experience touchpoints to enhance consistency and satisfaction.
• Ensured service excellence by maintaining a high standard of attentiveness and going the extra mile to meet customer needs.
• Delivered up-to-date product information, promotional details, and store offerings to support customer decision-making and increase revenue.

Operational Management & Leadership

• Supervised daily customer service operations of 6 agents, ensuring KPIs were consistently met across response times, satisfaction, and resolution rates.
• Responded to customer issues in a timely and professional manner, aligned with internal service benchmarks.
• Created and maintained customer service procedures, policies, and standards to ensure operational consistency and quality delivery.

Performance Monitoring & Reporting

• Assessed service performance through regular analysis of service statistics and team KPIs to drive improvements.
• Maintained accurate records and documented all customer service activities for transparency, compliance, and continuous improvement.
• Prepared detailed service performance reports to track progress against business objectives.

Team Development & Enablement

• Hired, trained, and coached new customer service agents, ensuring a strong understanding of processes, systems, and brand voice.
• Promoted a service culture centered on proactivity, empathy, and accountability, boosting team performance and morale.

Customer Data & CRM Management

• Maintained an up-to-date CRM system, documenting inquiries, complaints, preferences, and follow-ups to deliver personalized support and trend analysis.
• Used CRM insights to refine service processes and strengthen customer relationships through tailored engagement.

Sales Strategy & Performance Management

• Developed and implemented sales strategies to meet and exceed revenue targets across seasonal and core product lines.
• Led a team of 8 sales executives, providing daily direction, coaching, and performance reviews to drive consistent individual and team success.
• Kept accurate records of daily, weekly, monthly, and quarterly sales activities and performance metrics to track progress and inform decisions.

Product Launch & Market Expansion

• Spearheaded go-to-market strategies for launching new products and services, from campaign planning to execution, across multiple sales channels.
• Collaborated cross-functionally with marketing and operations to ensure successful rollout and alignment with customer expectations.
• Identified new market opportunities and designed promotional initiatives to drive product visibility and sales.

Customer Experience & Relationship Management

• Built and nurtured strong, long-term relationships with key customers, ensuring loyalty and repeat business through personalized support and engagement.
• Ensured sales and customer service teams delivered consistent, high-quality interactions, aligning with brand standards and evolving customer expectations.
• Proactively gathered customer feedback to improve offerings and inform service strategies, contributing to overall CX excellence.

Team Leadership & Motivation

• Championed a high-performance culture through regular coaching, incentives, and recognition to keep the team engaged and target-focused.
• Identified skill gaps and implemented training initiatives to upskill the team, boost confidence, and maintain high service levels.
• Promoted team collaboration through regular stand-ups, feedback sessions, and aligned KPIs.

Client Relationship Management & Enablement

• Managed and supported corporate accounts under the Lyreco SIMA program, ensuring client satisfaction through ongoing service excellence.
• Conducted webshop demonstrations and onboarding sessions for key stakeholders in client organizations, improving platform adoption and usage efficiency.
• Provided tailored after-sales support and acted as a main point of contact to resolve client inquiries and ensure service continuity.

Cross-Regional Sales Support

• Supported Key Account Managers in both Malaysia and Singapore, assisting with proposal development, quotation follow-ups, and customer service escalation.
• Collaborated with regional teams to align on service-level agreements, pricing structures, and promotional offers across shared accounts.

Sales Coordination & Customer Solutions

• Assisted in the preparation of business reviews, reports, and presentations for strategic accounts, highlighting performance, usage trends, and upsell opportunities.
• Identified opportunities to upsell product bundles and complementary services based on account activity and purchasing behavior.

Platform & Operational Support

• Trained clients on webshop features including procurement workflows, budget controls, and reporting functions to ensure efficient B2B transactions.
• Gathered client feedback to improve webshop usability and escalated functional issues to internal tech teams to support ongoing platform enhancements.

Customer Engagement & Issue Resolution

• Handled corporate client inquiries across product, pricing, and delivery topics, delivering timely and solution-focused responses.
• Visited client offices as needed to conduct face-to-face meetings, ensuring relationship continuity and deeper service alignment.
• Identified recurring issues and implemented process improvements to maintain a consistently high service level.

Quotations & Financial Documentation

• Prepared and issued quotations, invoices, revised invoices, credit notes, and debit notes to address pricing adjustments or billing discrepancies.
• Maintained accurate and well-documented records to support audit readiness and client trust.

Service Optimization

• Acted as a client advocate by flagging operational or pricing inconsistencies and proactively working with internal departments to resolve them.
• Collaborated with sales and logistics teams to ensure service expectations were met, with a focus on accuracy and timely delivery.