karismamehta

CX, CRM & ORM Leader | Driving Growth, Reputation & Retention in High-Growth Environments

Led Customer Experience, CRM, and Online Reputation programs at high-growth startups like Skill-Lync, Crio.Do, and WhiteHat Jr—delivering measurable business impact across 16+ digital platforms in India and international markets. Scaled operations 10x, launched multi-platform ORM systems, and built CRM journeys that improved sentiment, resolution speed, and user retention.

🎯 Awards & Recognition: Above & Beyond – Crio.Do | Circle of Excellence – BYJU’S
✅ Certifications: Lean Six Sigma Green Belt | Sprinklr Certified
🏆 Thought Leadership: Published in Indian Journal of Marketing for a 46-point brand sentiment turnaround case study

🌟 Strategic Highlights

ORM Strategy & Brand Reputation: Delivered 40%+ uplift in sentiment via multi-platform ORM systems; safeguarded brands from defamation, impersonation & PR risks.

CRM Journeys & Engagement: ↑ 22% email engagement & ↑ 20% repeat users through behavior-led CRM flows and lifecycle campaigns.

Revenue & Ops Optimization: 4x increase in collections (₹25L → ₹1Cr / ~AED 110k → AED 440k daily) through Kaizen-driven process improvements.

Crisis & Risk Management: Prevented 15+ PR crises through real-time escalation workflows and compliance-aligned risk mitigation.

Complaint Reduction: ↓ 40% repeat complaints with proactive detection and resolution models.

Team Leadership & Culture: Scaled CX, ORM, and Quality teams 10x with 0% attrition, building a strong culture of ownership and performance.

Reputation & Advocacy: Sustained 4.5+ CX & employee ratings through internal advocacy and voice-of-customer programs.

💡 Approach: Behind every system, I see people. I lead with empathy, clarity, and a human-first mindset—driving sustainable growth, operational excellence, and long-term trust.