May 2024 – Jul 2024 · 2 mos · Bengaluru, Karnataka, India

Nov 2021 – May 2024 · 2 yrs 6 mos · Bengaluru, Karnataka, India

• SaaS Labs is a Series B, Sequoia funded startup in the (you guessed it!) SaaS space focused on providing sales and customer support solutions for SMEs.
• Largely worked on Helpwise (new product by SaaS Labs) and a few other projects.

Nov 2021 – Jun 2024 · 2 yrs 7 mos

• New product by SaaS Labs - oversaw the 0 to 1 journey across product, sales, marketing, customer experience, operations and grew it to 1mn$ ARR

Sep 2021 – Oct 2021 · 1 mo

• Took my first ever (rejuvenating) break since I started working. On the side, helped a US based IoT hardware company for efforts on their first round of fund raising.

May 2020 – Jun 2021 · 1 yr 1 mo · Bengaluru, Karnataka, India

• Vahan is a Y combinator (S'19) and series A startup which specializes in high volume recruitment of on-demand workers using AI and Whatsapp integrations.
• I had an amazing growth journey at Vahan - got the chance to get my hands dirty and build things from scratch. I was a part of the Core Operations team, responsible for driving conversion of online channel leads through product and process interventions - I successfully drove this up by 900%, making the channel unit economics positive. I also led CX strategy and the call center org of 60+ members.

Apr 2019 – Apr 2020 · 1 yr · Mumbai Metropolitan Region

• ANAROCK is a startup in the real estate space (revenue >250 Cr. in FY 20), with a unique business model of providing complete research, sales, marketing, strategy and customer support for developers.
• I started off with leading Strategy, West India for ANAROCK Residential, wherein I was responsible for program management of 45+ running mandates (120 Cr.+ revenue), plus providing strategic inputs for our mandates, internal processes & products. I was also involved in business development and pitched and onboarded 5 large developers in Mumbai, generating annual revenue of 30 Cr. Took on the further responsibility of being the first member of the Group Strategy team, wherein I devised and executed multiple new and successful business models.

May 2018 – Mar 2019 · 10 mos

• Undertook revamp of entire customer lifecycle from booking to possession to enhance CX: NPS increased by 20-30 points across teams
• 1. Interaction reduction by 35%: Introduced customer portal with an AI enabled chatbot integrated with internal CRM (Salesforce). Integrated CRM with IVR to answer common queries of customers during non-working hours. Introduced proactive communication at all funnel stages
• 2. Improved manpower efficiency, saved costs of 7Cr. per annum: Automated various processes, e.g. Sales order creation, auto-tasks for customer care associates, Email to case functionality (auto-case creation & assignment of customer emails)
• Worked with Robotic Process Automation (RPA) to eliminate manual, repetitive tasks. This also improved employee satisfaction with a reduction in their work hours by 2.5-3 hours
• 3. Analytics & Dashboards: Created automated, real-time dashboards for all levels in the org. to track and drive key metrics
• 4. Escalation reduction from 3 % to 0.3%: Integrated IBM's AI tool called Watson to predict customer escalations. Addressed common escalation reasons through process changes.

May 2017 – Apr 2018 · 11 mos

May 2016 – Apr 2017 · 11 mos

• Was promoted from Associate Brand Manager to Brand Manager in a span of 6 months, wherein I handled the Hyderabad market + Outstation vertical
• I was key to increasing the contribution of Outstation vertical to a steady 9% from 3-4% previously.
• Hyderabad (Lodha Bellezza, Lodha Meridian, Casa Paradiso) was the only market to exceed 100% targets in FY 17. I independently led 6 high-intensity campaigns across 3 projects by conceptualizing value propositions based on product and customer assessment. Delivered end-to-end media campaigns via print, radio, OOH and digital, conducted BTL activities and actively engaged Presales and Loyalty verticals for lead generation, leading to an average increase of 15% in weekly walk-ins as compared to campaigns in previous year, while keeping within the yearly marketing budget.

Apr 2015 – Jun 2015 · 2 mos · Mumbai Metropolitan Region

Nov 2013 – May 2014 · 6 mos · Bengaluru, Karnataka, India