Danish Raza

Danish Raza Delhi NCR | - |-| linkedin.com/in/Danish Raza Professional Summary Results-driven Customer Experience and Service Delivery Leader with over 15 years of progressive experience in people management, benefits administration, and quality assurance across diverse industries. Proven track record in driving KPIs, leading cross-functional teams, and implementing scalable process enhancements that boost efficiency and customer satisfaction. Experience Sep 2018 – Sep 2025 | Associate Director – Customer Support & Service Delivery, Junglee Games • • • • • • • • • • Leading a large-scale contact center operation, managing over 120+ associates across inbound and outbound verticals. Defined and enforced KPI frameworks; achieved consistent improvement in CSAT, AHT, NPS and issue resolution. Designed and rolled out performance management frameworks (SMART goals, monthly reviews, productivity trackers). Partnered with product, engineering, and design teams to feed customer insights into product improvements. Introduced RCA reviews reducing repeat customer issues by 25%. Built leadership development plans and reduced dependency on external hiring. Drove cross training and seasonal demand management strategies. Established QA dashboards including speech analytics for real-time monitoring. Delivered weekly reports and insights to CXOs and senior stakeholders. Structured hiring, training, and OJT processes. Oct 2010 – Sep 2018 | Assistant Manager – Customer Experience, Junglee Games • • • • • • Led a 40-member customer service team handling calls/emails/chats for US customers. Spearheaded KPI and quality framework development; maintained >95% quality scores. Drove employee engagement and training initiatives. Recipient of “Best Team” and “Best Manager” awards multiple times in 2017. Trained the Philippines team and created knowledge-sharing SOPs. Coordinated appraisals, MIS reporting, innovation campaigns, and hiring. Key Achievements • • • • • • • • • Directed end-to-end KYC services, achieving higher auto-approval rates and reducing manual intervention. Built Inbound IVR flows across multiple games, leveraging API-based responses and SMS self-help to minimize manual effort. Designed and implemented OBD journeys (Deposits, KYC, Withdrawals), enabling intuitive user-to-agent connections. Introduced a progressive dialer, doubling outbound team productivity. Managed VIP customer engagement programs, increasing retention and revenue. Created premium queues (inbound, chat, email) with dedicated associates, improving resolution for high-value customers. Launched Agent Gamification framework, boosting performance by 40% and linking it to PIP, Zero Tolerance Policy (ZTP), and R&R programs. Unified inbound, KYC, chat, and email teams into a cross-skilled workforce, reducing bandwidth needs by 35%. Acted as Voice of Customer (VOC) SPOC, channeling insights to enhance CX strategy and product development. Education • • • BSc (ZBC) – MJP Rohilkhand University - Bareilly Senior Secondary (12th) – Islamia Inter College - Bareilly Secondary (10th) – Islamia Inter College - Bareilly Skills • Customer Experience Management: Over 15 years of experience managing customer experience across diverse industries • • • Service Delivery Operations: Led large-scale service delivery teams up to 120+ associates People Management & Leadership: Managed multiple teams; developed internal leaders Process Improvement: Implemented process enhancements and automation workflows for cost optimization Cross-functional Team Coordination: Collaborated with product, engineering, design, training, and QA teams KPI & SLA Management: Defined KPI frameworks; improved CSAT, AHT, and quality scores consistently Workforce Management (WFM): Implemented data-driven staffing optimization; managed seasonal demand spikes Quality Assurance & Compliance: Maintained >95% quality scores; developed quality assurance dashboards Client & Stakeholder Engagement: Reported customer satisfaction insights to CXOs; partnered with stakeholders for product improvements Digital Transformation Initiatives: Led digital transformation programs; implemented Salesforce and Haptik platforms • • • • • • • Technical Proficiency: Experienced in Salesforce, Haptik, Ozonetel, MS Office, CMS, and WFM dashboard