Oct 2022 – Present · 3 yrs 7 mos · Gurugram · On-site

• As the 𝗙𝗼𝘂𝗻𝗱𝗲𝗿 & 𝗗𝗶𝗴𝗶𝘁𝗮𝗹 𝗚𝗿𝗼𝘄𝘁𝗵 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝘀𝘁, I lead the company's mission to help businesses scale profitably through full-stack, data-driven, AI-powered marketing and growth consulting solutions.
• 𝗪𝗵𝗮𝘁 𝗜 𝗱𝗼:
• 🔹 Set the vision and strategic direction for QBE Consulting’s global growth, service innovation, and client success.
• 🔹 Develop and oversee tailored growth strategies across Performance Marketing, SEO, Web Optimization, UX, AI, Automation, CRM, Email & Social Media, and Analytics.
• 🔹 Work directly with clients — SaaS companies, D2C brands, funded startups, and B2B businesses — to design data-driven growth roadmaps that drive measurable outcomes.
• 🔹 Build scalable systems and processes that deliver consistent, high-quality results across multiple markets and industries.
• 🔹 Mentor and lead the delivery teams to maintain operational excellence, data-backed decision making, and client satisfaction.
• 🔹 Stay ahead of digital trends and AI advancements to integrate emerging technologies into client growth ecosystems — including conversion-focused web experiences and multi-channel strategies.
• 🔹 Consult business leaders and founders through Fractional CMO and Growth Consulting engagements to maximize profitability and long-term brand impact.
• At the core, my passion lies in helping ambitious businesses scale with clarity, precision, and sustainable growth — blending strategy, technology, data, and execution into one unified, conversion-optimized growth engine.

Jul 2011 – Aug 2025 · 14 yrs 1 mo · Gurugram, Haryana, India · On-site

• As a Business Owner at Arihant Enterprises, I led operations for a regional distribution business specializing in automotive lubricants. We were official distributors for several leading multinational and domestic lubricant brands, supplying products like engine oils, greases, coolants, and brake fluids.
• 🔹Brands Represented:
• Multinational: Petronas, Eni, GS Caltex
• Domestic: Golden Cruiser, Micolube, Velvex, Pensol, and others
• 🔹Key Responsibilities:
• Oversaw end-to-end business operations, including supply chain, sales, team coordination, and strategic planning.
• Acted as an active investor and core contributor to business development and execution.
• Managed relationships with MNC brand principals, domestic suppliers, and local channel partners.
• Drove sales and distribution across the Gurugram and Rewari districts of Haryana.
• Resolved client and operational issues promptly to ensure uninterrupted service and satisfaction.
• Built and nurtured long-standing relationships with retailers, mechanics, workshops, and industrial buyers.
• Ensured consistent growth and profitability by streamlining processes and expanding market reach.

Jan 2010 – Jun 2011 · 1 yr 5 mos · New Delhi

• Administering wide gamut of tasks involved in planning & implementation of process migrations for domestic clientele.
• Reviewing as well as editing requirements, specifications, business processes and recommendations; seeking opportunities to increase customer satisfaction, cost savings and increasing revenue.
• Carrying out discussions with client; performing feasibility check by coordinating with internal support functions and keeping regular follow up discussions to have all queries answered.
• Developing transition plan & timelines; initiating transition process upon agreement of all individuals involved in process implementation.
• Engaging and coordinating business analysis sessions for understanding client business processes and mapping them to required business standards.
• Suggesting appropriate as well as technology-based solutions for enhancing functional efficiency of the organization and achieving business excellence.

Jul 2009 – Dec 2009 · 5 mos · New Delhi

• Handled a team of 60 associates and 2 Supervisors (operations team) for voice process; building up efficiency to exceed expectations on client deliverables.
• Participated in performance review meetings & seminars; implemented clear performance management structure for the operations team.
• Actively participated in floor support initiatives of update dissemination and performance improvement; drove process performance to achieve and exceed SLA deliverables.
• Maintained agent motivation factors; provided qualitative/constructive feedback to the team members, planned & developed best practices for overall process improvement.

Jul 2008 – Jun 2009 · 11 mos · New Delhi

• Domestic Voice Inbound Technical Support Process
• (Voice Support | Team Management | Revenue Generation)
• Successfully managed a team of 20 first-level technicians delivering inbound voice support for domestic customers, ensuring high service standards and operational excellence.
• Provided coaching, mentoring, and performance management to the team, significantly improving first-call resolution rates and overall customer satisfaction scores.
• Actively supported the company's growth objectives by driving on-call revenue generation initiatives, equipping the team with upselling and cross-selling techniques during support interactions.
• Monitored daily operations, tracked key performance indicators (KPIs), and implemented action plans to consistently meet or exceed service level targets.
• Collaborated closely with Quality Assurance, Training, and Workforce Management teams to enhance team productivity, skill levels, and service delivery quality.
• Conducted regular team meetings, training sessions, and knowledge-sharing workshops to maintain high levels of technical proficiency and customer engagement.
• Recognized for building a motivated, customer-focused team culture that contributed to sustained revenue growth and operational efficiency.

Nov 2007 – Jun 2008 · 7 mos · New Delhi

• Linksys (US Process)
• (Inbound International Voice Support | 24x7 Rotational Shift)
• Delivered high-end technical support services to Linksys customers in the United States, specializing in advanced troubleshooting for routers, switches, wireless access points, and networking devices.
• Provided expert assistance across a range of networking environments, ensuring rapid diagnosis and resolution of connectivity, configuration, and performance issues.
• Promoted to 2nd Level Support, where I mentored first-level associates, handled escalated cases, and improved first-call resolution rates through in-depth technical expertise.
• Collaborated closely with Escalations and Advanced Support teams to manage critical cases and optimize customer experience.
• Conducted training sessions and product knowledge presentations on newly launched Linksys products and firmware updates, enhancing the technical proficiency of the entire support team.
• Led knowledge-sharing initiatives that streamlined troubleshooting processes and reduced average case handling time.
• Consistently maintained high customer satisfaction scores by delivering accurate, empathetic, and customer-focused support.

Aug 2005 – Aug 2007 · 2 yrs · Bangalore, Karnataka

• Oversaw overall account management of Hewlett Packard (HP) Outsourced Call Partners supporting desktops for North America Consumers; supported call partners to achieve the given deliverables impacting Desktop Warranty Cost and Customer Satisfaction, all focused on Business Improvement. The call partners were located globally, requiring travel to different partner sites.
• Ensured achievement of report key metrics percentage viz., CSAT, Re-repairs, Parts Dispatch, NTF Rate and Tools Usage through a weekly scorecard to assigned partners with the agent level analyzed actionable data.
• Mentored Agents when onsite to identify improvement opportunity for Agents and HP.
• Promoted the accurate usage of HP provided tools and technical content resources; facilitated as First Point of Contact for the assigned call partners; answered process related queries as well as resolved the third level technical escalations.
• Worked in close relation with HP Internal Content and Revenue Generation Team; analyzed the need of modification or creation of troubleshooting docs and valid sales opportunity areas for revenue generation.
• Provided assistance in reducing operational cost by implementation of various business resources, training and repackaging the business models.
• Ensured first time resolution and total problem resolution on inbound contact volumes received is achieved all possible times.

Jan 2004 – Jul 2005 · 1 yr 6 mos · New Delhi · On-site

• Hewlett Packard (HP) (US Process)
• (Inbound International Voice Support | 24x7 Rotational Shift)
• Delivered high-end technical support services to HP customers in the United States, specializing in complex hardware and software troubleshooting for HP/Compaq desktops, notebooks, and printers.
• Provided expert assistance across multiple operating systems including Windows 2000, XP, ME, and 9x, ensuring quick and effective resolution of customer issues.
• Promoted to 2nd Level Support, mentoring first-level associates, handling escalated cases, and ]enhancing first-call resolution rates through advanced troubleshooting.
• Collaborated closely with Escalations and Advanced Support Group (ASG) teams to actively manage critical escalations and improve service delivery speed.
• Conducted training sessions and product knowledge presentations on newly launched HP products, significantly boosting the technical proficiency of the support team.
• Led knowledge-sharing initiatives that enhanced team efficiency and reduced average case handling time.
• Consistently maintained high customer satisfaction scores by delivering timely, precise, and customer-centric support.