Chandni B.

Key areas of ownership -Automation and Digital Transformation for global CX - Customer Insights + VOC - Continuous improvement through data insights and SaaS within the CX space -Scaling activities to future-proof high growth (via AI automation and RPA) -Owning roadmaps and leading projects to tie into business OKRs -Champion and expert at Zendesk integrations to increase end-user self-serve and agent experience -Responsible for leading a management team who are responsible for Operations, Quality, and Digital Services (3rd party review sites and social) Communications, Social and Community, Virtual Beauty and Skincare Consultants, and Agent Training -People leader with a strong focus on development into management, coaching, and setting and meeting OKRs - Providing deep insights to key stakeholders around the business to make informed decisions to impact retention activities based on consumer behavior (member vs non-member) - Responsible for end-to-end RFI and RFP process and partner management to ensure optimization and drive continuous innovation and improvements - A key member of the D&I League providing insights through VOC and idea-generating on increasing D&I within the business as well as externally for our consumers

Beauty Pie is a subscription service from industry game changer Marcia Kilgore, the woman behind Soap & Glory, Fit Flop, and Bliss Spa. Beauty Pie is a disrupter in the beauty space being the first-ever luxury buyer's club for beauty product lovers. - Cutting out the retailer markups and middleman, delivering directly to your door! https://share.beautypie.com/x/l1zXeD Try it for yourself! (Code PIECHANDNI for £10 off)

Reporting into the CEO. Chandni was involved with decision-making around business development to maximize the productivity and efficiency of agents. Performed as a key member of the senior management team; utilized opportunities to influence the future strategy of the department while continually looking for new ways of improving customer care. The key liaison between 170 stores across EMEA and Digital Operations, setting up new processes for feedback loop within the stores and online. A key point of contact for all area managers. I was responsible for the setup and development of the Customer Service team in-house during the pandemic and created a strategy for peak trading periods including two Christmases with full store closure. All operations focused on digital activities. Scaled up the team from 0 to 10, as well as 3x growth during peak. Independently managed and set expectations to develop a high-performing remote team with strong tenure and the highest E-NPS (morale, likeliness to recommend a friend and remain with the company) score across the head office. Conducted RFI and RFP to source a BPO to support overflow activities during peak trading periods. Presenting back solutions to C-level for sign-off, supported transition to hybrid in-house and outsourcing non-critical activities. Implemented new channels such as Trustpilot Service and Product reviews, boosting from 1* to 4.5* in a 7-month period, increasing brand awareness and trust, developed framework and rolled out the best practice techniques for Customer Services Hub (social channels, live chat, help Centre, messaging, and review channels). Managed budget for the Customer Service Team including operating revenue, capacity headcount planning and comp review, and automation projects.

Reporting to the Head of Service Operations, I was responsible for the delivery of a range of services provided by our BPO based in the Philippines, including contact center activities and planning of field engineers' workload. This role was predominantly project-based with the goal of transitioning UK operations to a BPO. I was involved in the recruiting of the in-house specialists whilst managing a transition of redundancies to move work to a local office. I was responsible for taking ownership of the relationship with the BPO and ensuring we achieved key business objectives whilst ensuring information is shared both direct and with outsourced teams. Key deliverables include the creation of SOPS, MSA, and project management.

Reporting to the VP of Global Member Services, Chandni was responsible for primarily acting as the liaison between the TechStyle Fashion Group Brands (Fabletics by Kate Hudson, and Savage X Fenty by Rihanna) their supporting teams, and the Global Member Services Organisation globally. The role was combined but not limited to the four below components: Brand/ops relationship for Fabletics, Savage X Fenty and JustFab EU Member Services Reputation Management (Sprinklr, Hootsuite, Genesys, Trustpilot) EU Member Services Tool Management (Automation, speech analytics, smart IVR routing, Stella Connect) EU Member Services Internal Comms (LMS, KMS systems such as Igloo) Partner management of outsourced BPOs for 3 brands across 7 countries (Asia and Eastern Europe)

Reporting to the CMO and VP of Member Services. The primary liaison between the Fabletics business unit brand between the supporting teams and Member Services Organisation. This requires the definition, delivery, and execution of clear and consistent member experience standards, business processes, and policies with deployment efforts. Maintaining a strong relationship with Fabletics teams across the globe in 8 satellite offices. Oversee multichannel and multilingual outsourced experience centers. Work with key stakeholders to streamline communications Manage and collaborate on projects to benefit the business unit; initiate and carry out projects with business analysis for various phases in operations projects Point of contact for all brands and operational teams Manage e-Reputation/Social Media - including moderation, brand-to-consumer engagement, and strategic campaign amplification. Collaborate with EU Reputation Management by handling, observing, and reporting all relevant brand issues, observations, opportunities, and insights posted on social media.

Reporting into the SVP, GM. Joining the UK team as employee number 4 JustFab is an American VC-backed company which offers personalised style advice to over 7m members. • Originated Member Services function for JustFab UK (Sept 2012) /Fabletics UK (June 2014) JustFab DK (Aug 2014) JustFab Sweden (Sept 2014) Fabletics Australia (Feb 2015) • Hired, trained and launched three out sourced centres for Virtual Fashion Consultants • Built e-learning training material and delivered training classes • Provide on site training and coaching for new hires across the globe • Ensure that e-learning training is delivered in-line with the focus of JustFab UK/Fabletics UK specifically to combat retention of existing members. • Liaise with QA and compliance team on system changes • Manage 9 global teams and provide performance reviews, create target goals • Perform QA checks on inbound voice and electronic communication • Provide coaching and coaching tools for consultant growth • Vendor Management • Scaled Member Services capacity from launch to 20,000 touches a month, across phone, email, and live chat •Developed protocols and standardised responses for customer concerns to streamline response time and unify the corporate position •Analysed customer service operations, identified areas for improvement, and presented findings for senior management • Maintaining professional and technical knowledge by tracking emerging trends in customer service operations • Launched Brand Amabassador program for UK and EU operations • Built up social network between Brand Ambassadors across Twitter, Facebook, Pinterest, YouTube, Blogging sites, review sites. • See launch of new European operations including management of Denmark and Sweden. Fortes: Multicultural and multilingual CS Operations, Recruitment, Employee development, Business Process Outsourcing (BPO), Customer Relations, Vendor relations, Training, Leadership development, strategical insights on improvements and goals

Reporting directly into the Founder (Employee number 3) • Analyse key trends within the Fashion industry and create copy material for emails/stylist blogs • Managed all social media channels (Twitter, Facebook, Tumblr, Pinterest, Polyvore, Google+) monitored traffic to the company’s webpage. • Developed key knowledge of both luxury and High Street fashion industries • Gained impeccable writing skills, and strategic social media/blogging techniques. • Tracking the performance of social media activities across media channels whilst using the measurement and analysis to drive future priorities. • Assist founders in running the Style Nibble intern programme, screen applications, set up interviews. • Coach successful interns on tasks to be undertaken, act as a mentor. • Contributing ideas for new website developments and marketing plans.

Reporting into the General Manager, UK. (Joining as the pioneering team, employee number 5) ShoeDazzle is an American company which offers a personalised styling service to 13m members, growing from 3m to 13m within one year. (Acquired by Techstyle Fashion Group) • Build brand awareness within the UK by hosting focus groups and educating potential clients about the brand. • Created a buzz around the culture of ShoeDazzle, in turn recruiting elite members; who assisted to build a positive community through social media channels. • Trained customer services representatives whilst keeping in line with the protocols and standardized responses for customer concerns to streamline response time and unify the corporate position • Monitored social media channels to ensure all queries were addressed. • Advised marketing team on client insights to better assist them.

Awarded the Lesley and Francoise Hill award in: Innovation and Enterprise - For achieving outstanding results in my final year project for innovation and entrepreneurship.