Chandan Arora
Greater Noida
Summary
Operations and customer success leader with a strong background in supply chain management and strategic planning. Expertise in enhancing operational efficiency through AI-driven automation, Six Sigma methodologies, and ERP/CRM transformations, leading to improved SLA adherence and cost savings. Proven track record in managing end-to-end order-to-cash processes, vendor relations, and inventory optimization to drive scalable growth. Skilled in developing high-performing teams and implementing governance frameworks to ensure compliance and audit readiness.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Director - Customer Success & Post Order Operations
Mogli Labs Pvt. Ltd.
Noida
06.2017 - Current
- Owned a Pan India end-to-end supply chain (procurement → delivery), improving SLA adherence, cost efficiency, and customer retention.
- Led ERP and CRM transformation, reducing customer escalations by 85% and improving compliance, processing speed.
- Automated reconciliation (NetSuite + OCR), cutting manual effort by 90% and delivering FTE cost savings.
- Transformed order-to-cash (O2C) using Six Sigma and automation, improving cycle time, cash flow, and revenue leakage control.
- Optimised customer lifecycle, driving higher repeat business, retention, and NPS-led growth.
- Deployed AI (voice/chatbot and CRM), reducing escalations by 15% and lowering support costs per order.
- Streamlined order lifecycle workflows, improving OTIF, delivery speed, and error reduction.
- Established governance frameworks, ensuring KPI control, SLA adherence, and audit readiness.
- Digitised vendor onboarding (geo-tagging and OCR), enabling faster onboarding and scalable network growth.
- Built a Min-Max replenishment model for automated procurement, improving inventory availability, reducing stockouts, and optimising working capital.
- Owned P&L for Inside Sales (Upsell and Cross-sell), managing ₹24 Cr revenue and driving conversion and revenue growth.
- Reduced order-to-delivery cycle by 20%, successfully launching next-day delivery with 98% SLA adherence.
Senior Manager - Customer Success & Operations
Tolexo & IndiaMart Intermesh Ltd
Noida
07.2015 - 06.2017
- Directed development of scalable e-commerce supply chain operations, accommodating growth and optimising cost efficiency.
- Oversaw vendor management, telesales, and fulfilment processes, enhancing conversion rates and SLA performance.
- Facilitated streamlining of vendor onboarding procedures, reducing cycle time and increasing throughput.
Service Delivery Manager
InterGlobe Technologies
Gurugram
08.2012 - 04.2015
- Led cross-functional communication and stakeholder alignment, ensuring seamless execution and controlled attrition.
- Contributed to strategic planning (short & long term), aligning operations with business goals and growth priorities.
- Designed and analysed customer feedback mechanisms, driving product, service, and CX improvements based on insights and CRM.
- Owned end-to-end SLA performance (Conversion, AHT, FCR, DSAT, Accuracy, etc.), improving operational efficiency and customer experience by 25%.
- Delivered 100% billing accuracy and SLA compliance, enabling revenue realization and loss prevention.
- (Expedia EMEA & Hotels.com)
Operation Management Track Trainee (AM)
Sitel India Ltd
Gurugram
12.2010 - 08.2012
- Oversaw multi-region operations covering India, Australia, and Singapore, ensuring effective management of voice, email, ticketing, and escalation teams.
- Championed SLA performance initiatives (AHT, conversion accuracy, escalations) to guarantee high service quality and operational efficiency.
- Directed performance reviews and target setting processes, promoting continuous improvement and alignment with KPIs.
- Achieved service time and quality targets.
- Collaborated with team members to achieve target results.
Team Leader
InterGlobe Technologies
Gurugram
09.2010 - 12.2010
- Managed United Airlines sales & customer service operations, driving revenue and customer experience outcomes.
- Supervised team handling outbound sales, MileagePlus program, ticketing, and voucher management, improving conversion, accuracy, and service efficiency.
- Transformed vendor onboarding, significantly reducing cycle time and improving onboarding throughput.
- Strengthened process governance and KPI tracking, improving operational efficiency, compliance, and performance consistency.
- Led development of in-house tools and process automation, improving team productivity and operational efficiency.
- (United Airlines)
Team Leader
Serco India
Gurugram
11.2006 - 09.2010
- Drove on-time delivery through people-first leadership, building high-performing teams via trust, coaching, and role modelling.
- (Orbitz & Cheaptickets)
Sr Executive Customer Service
Radiant EService Pvt Ltd
Noida
11.2004 - 11.2006
- Responsible for Outbound Calling for Bridal Clothing and Formal Wear.
- Adhere to all the defined guidelines and self-driven upselling.
Education
Diploma - Sales, Marketing & Supply Chain
NMIMS University
B.Com. -
Delhi University
Skills
- Operations excellence
- Process optimization
- Change management
- Supply chain management
- Warehousing and logistics
- Fulfilment and inventory management
- Vendor management
- Claims and recovery
- Customer success
- SLA and TAT governance
- Quality assurance
- Cost optimization
- AI and automation
- Process transformation
- Compliance management
- Business continuity planning
- Strategic planning
- Leadership development
- Business optimization
- Team building
- Customer relationship management
- Cross-functional collaboration
- Leadership excellence
- Business development
- Operations management
Certification
- Six Sigma GB Certified - Black Belt
- Business Continuity & Risk Control
- Driving Customer Centric Supply Chains at scale
- PMP
- Machine Learning (AI)
- Business Analytics with Excel
Languages Known
Hindi
English
Awards
- Won a Trip to Sydney for Best Team Leader Award - Sitel India
- Won 4 consecutive Quarter Best Performer Award - Serco
- Won Best Performer & Customer Champion Award - Moglix
- Won Process Excellence Award - Interglobe
- Won Trip to Singapore for Best CSAT team lead - Interglobe
Websites, Portfolios and Profiles
https://www.linkedin.com/in/chandanarora30
Hobbies and interests
- Indoor and Outdoor Sports
- Travel (Domestic & International)
Timeline
Director - Customer Success & Post Order Operations
Mogli Labs Pvt. Ltd.
06.2017 - Current
Senior Manager - Customer Success & Operations
Tolexo & IndiaMart Intermesh Ltd
07.2015 - 06.2017
Service Delivery Manager
InterGlobe Technologies
08.2012 - 04.2015
Operation Management Track Trainee (AM)
Sitel India Ltd
12.2010 - 08.2012
Team Leader
InterGlobe Technologies
09.2010 - 12.2010
Team Leader
Serco India
11.2006 - 09.2010
Sr Executive Customer Service
Radiant EService Pvt Ltd
11.2004 - 11.2006
Diploma - Sales, Marketing & Supply Chain
NMIMS University
B.Com. -
Delhi University