May 2023 – Jul 2024 · 1 yr 2 mos · Hybrid

Jan 2022 – Mar 2023 · 1 yr 2 mos

• Operations and Account Management
• ● Set up and scaled customer support and success models for SaaS and Financial Services business
• ● Manage renewal revenue of 50,000$ MoM, with improvement of SaaS yearly renewals from 28% to 54%
• ● Manage a team of 25 customer support and success specialists with Customer NPA of 4.4 (out of 5.0)
• ● Conduct product training across functions for newly launched features which enable sales.
• Sales and Revenue
• ● Led Sales for new cities of Delhi and Jaipur, and scaled them to 10,000$+ monthly business teams
• ● Manage a team of 6 account managers to ensure enterprise clients issues are resolved and achieve a 85%+ renewal.
• Talent and People
• ● Managed, developed and retained the support and success teams, with less than 5% attrition
• ● Received e-NPS for manager of 4.5/5.0+ over the last 18 months; highest at PagarBook for any manager

Jan 2021 – Jan 2022 · 1 yr

Jun 2019 – Jan 2021 · 1 yr 7 mos

• Demand Generation:
• ● Grew the B2C rentals business of Bounce 20% month-on-month over June to August 2020
• ● Rentals revenue contributed to 95% of Bounce revenue in FY 21-22
• ● Made rentals business profitable by September 2020, with 4% contribution margin
• New product and business development:
• ● Launched Bounce taxi in 5 Tier-2 cities, and scaled to 50,000+ rides a day, before handing over to BAU team
• ● Launched Bounce Auto in 3 cities, and scaled to 20,000+ rides a day, before handing over to BAU team
• ● Launched Bounce Hitch - a car and bike pooling concept in Bangalore in September 2020
• ● Worked on strategy and expansion of Bounce EV and Battery swapping, paving way to today’s Bounce infinity
• Operations management:
• ● Reduced out-of-warehouse costs for bike rentals, by 30% over a period of 6 months in FY 20-21
• ● Improved renewals and reduced maintenance of bikes on rentals contributing to 8% savings for per bike per month
• ● Increase reliability of bikes, by ensuring all parameters of bikes are First-time-right on delivery to customer

Jun 2017 – Jun 2019 · 2 yrs

May 2016 – Jun 2017 · 1 yr 1 mo

Oct 2015 – May 2016 · 7 mos · Kolkata Area, India

Oct 2014 – Sep 2015 · 11 mos · Kolkata Area, India