Nilaxi Maken

Nilaxi Maken is a seasoned professional with extensive experience in operations and service improvement, currently serving as the Service Improvement Manager and Operations Manager at Goodlord since September 2016. In these roles, Nilaxi manages and coaches the core operational team while overseeing significant volumes of work, focusing on KPI and SLA reporting to C-level stakeholders. Prior to these roles, Nilaxi held the position of Referencing Support Manager, where responsibilities included workforce management and training for a 30-member client service team, along with implementing chatbot automation. Nilaxi's earlier career at Goodlord includes positions as Support Team Lead, Senior Support Executive, Support Executive, and Onboarding Specialist. Nilaxi's volunteering experience includes contributions to the National Service Scheme and Sri Sai Prerna & Vikas Kendra, focusing on education and empowerment for underprivileged communities. Academically, Nilaxi holds a Master's degree in Applied Mathematics from The London School of Economics and Political Science and a Bachelor of Science in Mathematics from Jesus and Mary College.