Sep 2022 – Nov 2025 · 3 yrs 2 mos · Bengaluru, Karnataka, India · On-site

• Spearheading user and partner experience transformation through data-led decision making, AI/ML-powered tools, and stakeholder-aligned program strategy as a part of Google's APAC transport team. Delivered measurable results in customer delight, operational efficiency, product adoption by leading projects influencing strategic decisions at scale.
• Led APAC transformation of Google’s transport operations, managing analytics and UX teams. Tasked with improving efficiency, user satisfaction, and operational excellence, I oversaw multiple high-impact initiatives combining AI/ML, customer success, and project management.
• To address inefficient onboarding, sourced AI-powered driver verification system using ML and OCR, saving 200 man-hours daily (90% improvement).
• Custom assistance kiosks with chatbot and video interface were sourced for users, boosting engagement scores from 3.5 to 4.8/5.
• Customer feedback was sparse and fragmented. Implementation of kiosk-based real-time feedback collection raised participation from 11% to 36%. Leveraged NLP for sentiment analysis to identify actions that improved service CSAT by 15%.
• Data driven RCA was performed on Helpdesk to improve the CSAT. Operations were centralized, improving CSAT from 54% to 88%, reducing resolution time from 14.5 hours to 2.25 hours, and saving 55 man-hours daily.
• Lack of operational visibility was major challenge. Looker-based real-time dashboards integrated with SQL pipelines to automate reporting and enable leadership to track KPIs were published. These dashboards supported monthly roadmap reviews with stakeholders and enabled faster strategic pivots.
• Addressing a 34% no-show rate, we created behavioral clusters. By targeting high-risk user segments with tailored campaigns, no-shows dropped to 7% without any punitive policies.
• Worked on a project involving geospatial optimization using Google Maps API to contribute to real estate allocation, resulting in 12% cost reduction.

Jun 2018 – Sep 2022 · 4 yrs 3 mos · Bengaluru, Karnataka, India · On-site

• Led commercial market operations for 28 hotels across South and East India, managing a $2.5M portfolio and a 42-member team. Delivered tech-enabled customer success programs, improved loyalty and lead conversion, and introduced performance dashboards that institutionalized data-first decision-making. Known for driving regional scale and mentoring GMs through digital transformation.
• Oversaw commercial and customer success operations for 28 properties with a $2.5M annual portfolio. Led a 32-member team with responsibility spanning business growth, strategic technology implementation, and customer retention.
• To counter poor lead conversion and inconsistent regional performance, I implemented a centralized CRM and telephony system that routed leads to appropriate regional sales units, increasing conversion rates by 8%. Additionally, I developed an automated KPI dashboard, which shifted employee evaluations from anecdotal to data-driven, improving transparency and boosting morale.
• One key challenge was low customer retention in leisure properties. I designed a company-wide data collection and LTV modeling framework that segmented users and improved targeted engagement, resulting in a 17% increase in leisure business revenue.
• I mentored hotel GMs on commercial strategies and initiated a feedback-to-action framework that institutionalized quarterly business reviews. This enabled alignment across sales, operations, and customer service on key metrics, and improved the company’s NPS and online reputation.
• As a project leader, I was accountable for planning, budgeting, risk management, and cross-functional coordination for process automation projects. Initiatives like remote sales dashboards and macros-driven reports collectively saved over 7000+ man-hours per year and improved real-time responsiveness.

Nov 2016 – May 2018 · 1 yr 6 mos · Bengaluru Area, India

• Revived sales performance and customer engagement for key properties through team reorganization, data-backed pricing strategies, and revenue automation. Achieved strong YoY growth in revenue and occupancy while also integrating post-engagement programs for better retention and guest satisfaction.
• Assigned to revitalize sales and post-sales customer success across multiple city properties, I led a 12-member team across unit and regional sales.
• I restructured the team, assigned KPI-driven goals, and launched a performance-based incentive program. The result: a 29% YoY revenue increase and a 14% rise in ADR. Additionally, I implemented ML-driven predictive occupancy models that improved resource planning and revenue optimization.
• To bridge data gaps in strategic decisions, I developed market intelligence dashboards, enabling agile pricing and campaign strategies, which contributed to a 9% increase in YoY occupancy.
• By collaborating with operations and product teams, I rolled out post-engagement service upgrades and upsell programs that elevated customer satisfaction and retention, solidifying the team’s role in the full customer lifecycle.

Jun 2015 – Nov 2016 · 1 yr 5 mos · New Delhi Area, India

• Launched a new leisure travel brand under India’s largest inbound operator. Owned the GTM strategy, feasibility planning, and brand positioning. Delivered rapid market entry, 98% partner-driven revenue coverage, and built foundational systems for long-term customer success and team performance.
• Launched a new B2B travel vertical under India’s largest private inbound tour operator. Spearheaded a 4-member team to define market positioning, GTM strategy, and brand presence in a highly competitive space.
• Developed a five-year financial projection and feasibility study that achieved 94% accuracy. Identified market gaps in experiential leisure travel and co-designed products with the CEO, blending data insights with market needs.
• Led onboarding of 15 GSAs covering 98% of the addressable market, while also creating profitability metrics at the file level to improve account ROI tracking. I also contributed directly to foundational marketing content and website structure, giving the brand its voice.
• This role required full-spectrum project ownership—from planning and budgeting to stakeholder alignment and customer support workflows. My structured yet creative approach enabled rapid brand maturity within one year of launch.

Jul 2012 – Jun 2015 · 2 yrs 11 mos · New Delhi Area, India

• Built and scaled the partner distribution network in North India. Introduced structured training and channel engagement programs, boosting market coverage and revenue through community-building and public speaking engagements. Delivered new revenue streams via strategic PSA/GSA onboarding and co-branded marketing.
• Led business growth for the world’s largest coach touring brand in Northern India. Managed a team of 3, responsible for market expansion and partner development.
• Revamped channel distribution by appointing three new PSAs/GSAs, contributing 25% of new revenue. I introduced partner training programs with group sessions up to 200 attendees, becoming a certified trainer and brand evangelist.
• Initiated joint marketing campaigns in collaboration with embassies and global tourism boards, executing lead-gen initiatives under a lean $12K annual budget and delivering 50% new customer acquisition.
• Incorporated structured follow-up and feedback processes to optimize partner performance and customer satisfaction, aligning with long-term customer success goals.

Dec 2006 – Aug 2010 · 3 yrs 8 mos · Visakhapatnam, Andhra Pradesh

• Drove regional sales turnaround by implementing structured pipeline processes and leading a growing team. Achieved a 34% revenue lift and improved operational performance. Championed automation through Salesforce training and laid the groundwork for scalable customer engagement models.
• Started as a sales executive and rapidly promoted to Head of Sales due to consistent overperformance. Managed a regional sales team and handled large enterprise accounts.
• Transformed a low-performing unit from 2% to 40% revenue contribution within two years. Delivered 34% revenue growth and 14% GOP improvement by streamlining account segmentation and optimizing pricing.
• Certified Salesforce Automation (SFA) trainer, rolled out training across teams to modernize opportunity tracking and forecasting systems.
• Led experience-focused initiatives by gathering customer feedback, working across functions to enhance offerings and reduce churn. Fostered account loyalty and improved long-term relationships with high-value clients.

Jun 2005 – Nov 2006 · 1 yr 5 mos · Mumbai Area, India

• Established strong roots in enterprise account management, handling some of Mumbai’s largest B2B clients. Consistently exceeded targets through relationship-focused sales and proactive account expansion strategies.
• Managed an expansive demographic territory across Navi Mumbai, Thane, and Eastern suburbs. Regularly exceeded sales targets through strategic account penetration.
• Handled large enterprise clients like Reliance Industries, WNS, Leo Burnett, and USV, contributing significantly to unit revenue. Focused on delivering white-glove service and post-sales follow-through, strengthening long-term client partnerships.