Ashwini Macwan

At Foxtale, I lead the end-to-end customer experience strategy for one of India’s fastest-growing D2C beauty brands, ensuring every interaction – across Calls, Email, Chat, and WhatsApp – reflects our brand promise of delight beyond expectations. Scaled CX operations to handle high query volumes while maintaining top-tier service quality and SLA adherence. Reduced ticket inflow by implementing automation, AI-driven self-service flows, and proactive customer communication. Boosted CSAT and NPS through targeted team training, process streamlining, and personalized engagement strategies. Designed and launched the Agent of the Month program, increasing agent motivation, productivity, and retention. Collaborated with marketing and product teams to translate customer insights into product improvements and retention campaigns, driving repeat purchase rates. Ensured zero critical escalations through robust complaint resolution processes and cross-functional coordination. Key Impact: Turned the CX function from a support unit into a revenue-driving retention engine, making customer delight a competitive advantage for the brand.

Responsibilities Lead generation and prospecting Experience in B2B/B2C sales, Top-notch verbal and written communication skills A proven track record of building and maintaining strong client relationships Excellent project management skills Thorough knowledge of CRM software Excellent client servicing skills

managing customer complaints, resolving issues , customer service, adhering to tat,customer care, client servicing, managing escalations, liasoning with inter departments, handling legal issues and coordinating with the legal team,customer delight, customer support, customer feedback

Customer support, Managing Emails and co-ordinating within department for query and complaint resolution.