Aug 2024 – Present · 1 yr 10 mos · Chennai, Tamil Nadu, India

• Co-founded Madras Busking along with Dr. Nirosha, curating over 10+ multi-artist busking events in Chennai.
• Integrated art forms like typewritten poetry, zine-making, live sketches and interactive art to enhance cultural engagement.
• Built a thriving community of 1000+ attendees and artists, fostering connections and celebrating local culture.
• Established partnerships with The Hindu, Alliance Française and Madras Literary Society to host events and collaborations

Apr 2022 – Jul 2024 · 2 yrs 3 mos · On-site

• Led a 13-member cross-functional team to redesign Pickyourtrail’s CRM Platform, improving UX, streamlining workflows, enhancing reporting & data insights, and integrating with core systems — resulting in a 40% efficiency boost.
• Developed an AI-powered itinerary planning assistant with integrated handover, reducing customer dissatisfaction by 27% and empowering 200+ travel consultants with faster, smarter itinerary curation.
• Implemented a streamlined Visa Dashboard that automated 60% of workflows (document management, real-time updates), significantly increasing visa processing throughput.
• Drove successful API integrations to increase hotel booking automation by 46%, enabling operational efficiency and cost optimization.
• Conceived and launched Delight-CMS, a rule-based omnichannel communication platform that reduced post-booking customer queries by 25%, boosted CSAT, and optimized support operations.
• Spearheaded a custom payment system, cutting late payments by 85% and reducing overdue days by 93%, improving cash flow and simplifying collections.
• Led the CX Velocity team to proactively identify and resolve product-related issues using agile methods, driving a 20% lift in CSAT.
• Redesigned the comprehensive itinerary PDF, reducing pre-booking customer queries and accelerating time-to-convert.

Jun 2021 – Sep 2022 · 1 yr 3 mos · On-site

• Assumed dual responsibilities across product and marketing, driving customer-facing product improvements alongside high-impact partner campaigns.
• Forged strategic collaborations with tourism boards (Australia, Maldives, etc.), launching joint initiatives that unlocked ~$200K in partner-attributed revenue and earned multiple international awards.
• Collaborated with cross-functional teams and tourism partners to design and scale features that improved both customer and partner experiences, boosting adoption, engagement, and conversions across global markets.

Jan 2021 – Mar 2022 · 1 yr 2 mos · On-site

• Designed and deployed a pre- & post-booking communication flow that boosted app adoption from 41% → 84% within 72 hours of booking.
• Built an in-app customer feedback loop, driving an 85% response rate and turning insights into product and process improvements.
• Led A/B testing on homepage layouts and content strategies, increasing US & UAE conversion rates by 28%.

Jun 2019 – Jan 2021 · 1 yr 7 mos · On-site

• Gained end-to-end exposure across customer experience, sales, product, marketing, SEO, content, and supply — building the foundation for my transition into Product Management.
• Customer Experience & Retention: Owned on-trip experiences for travelers to Southeast Asia & Europe, delivering <2 min FRT and 30-min SLA for escalations. Collected 80+ structured post-trip feedback, driving Google/Facebook ratings from 4.6 → 4.9.
• Product Collaboration: Partnered with the On-trip App team to integrate meeting-point photos, lat/long data, and activity details, reducing customer queries and freeing up ops bandwidth. Contributed to customization workflows for Europe itineraries.
• Revenue & NPS Impact: Consistently exceeded revenue targets (130%), fastest consultant to achieve ₹30L at the time, while maintaining NPS ≥ 9. Recognized as Star of the Month and Most Valuable Trooper.
• COVID-19 Projects: Led CRM cancellation audits, ran sentiment analysis to identify pent-up travel demand, and co-designed Europe activity curation modules.
• Growth & Marketing: Authored 118 blogs and optimized/published 148 others, boosting SEO rankings and inbound leads.
• Supply Partnerships: Managed staycation supply contracting, inventory, and partnerships with resorts & boutique stays in Maharashtra.

May 2018 – Jun 2018 · 1 mo · Chennai, Tamil Nadu, India

• HR Intern at SPI Externship, the intern management team at SPI Cinemas, handling the day to day operations of Externship including onboarding, placement in the right teams, reflection - feedback and enhancement of the experience, engaging team activities and interaction with industry leaders.
• Maintained relationships with personnel using strong collaboration and teamwork skills.
• Project Coordinator for Project Externship [ Currently known as Get Shit Done GSD by SPI Edge ], Identifying the pain points during the internship experience, formulating solutions to enhance the experience, Working with Stakeholders and the Leadership team of the organization to scale the project and implement it in other organizations.

Jun 2017 – Sep 2017 · 3 mos · Chennai, Tamil Nadu, India · On-site

• Worked on email and multi-channel marketing, client negotiations, and helped establish the company’s online presence.