Apr 2024 – Nov 2025 · 1 yr 7 mos · On-site

• ● Team Leadership and Optimization: Directed a high-performing Jio Implementation team of 25+ members, enhancing productivity through strategic resource allocation, conflict resolution, and cross-team collaboration.
• ● Account Portfolio Management: Oversaw an account portfolio worth ₹80 lakh to ₹1 crore, executing transformative projects like the Election Commission of India WhatsApp Campaign, Anant-Radhika Wedding Chatbot, and flagship events for the Ambani Family, delivering consistent growth.
• ● Process Innovation: Implemented tools like Rocketlane and Jira to streamline project tracking, reduce delivery turnaround time, and optimize post-go-live support, ensuring operational excellence.
• ● Stakeholder Engagement: Maintained 95%+ stakeholder satisfaction by fostering transparent communication, aligning on strategic goals, and addressing feedback proactively, ensuring high retention rates.
• ● Revenue Growth: Delivered programs that drove a ₹10 million+ revenue increase in 2024-2025, leveraging strategic planning to unlock new business opportunities.
• ● Campaign Leadership: Led the Mobility and JioFiber Outbound Campaign project, achieving ₹25 lakh in Monthly Recurring Revenue (MRR) through targeted planning and execution.
• ● Data-Driven Insights: Developed 4+ executive dashboards and reports, enabling data-driven decision-making and operational efficiency improvements across key initiatives.

Apr 2021 – Mar 2024 · 2 yrs 11 mos · On-site

• ● Strategic Leadership: Spearheaded 25+ projects annually across key Jio Telecom verticals, including Mobility, JioFiber, Enterprise, JioMeet, International Roaming, Clevertap, and Reliance E-Commerce, delivering exceptional outcomes with seamless execution.
• ● Driving Revenue Growth: Led the outbound verticals for Mobility and Fiber, achieving ₹30 lakh in Monthly Recurring Revenue (MRR) and launching the AirFiber product line, adding ₹10 lakh MRR to business operations.
• ● Automation & Efficiency: Automated customer care workflows for JioFiber and AirFiber via API integrations, reducing Chat Agent transfer rates from 28% to 7% in 2023-2024, significantly enhancing service efficiency.
• ● Custom CRM Solutions: Designed and deployed a custom CRM ticketing tool on the Haptik Chat Agent Platform within 10 days, streamlining operations and consolidating chat and ticket management.
• ● Operational Optimization: Developed Statement of Work (SOW) pricing templates, optimizing resource allocation and effort estimation for One-Time Cost (OTC) and MRR projects.
• ● Enhanced Support Systems: Delivered an automated support solution for Reliance Foundation Hospital, reducing customer support demand by 15% while enhancing operational efficiency.
• ● AI Innovation: Introduced advanced chatbot features, including dynamic FAQs, predictive suggestions, and intelligent routing for JioFiber and AirFiber, significantly improving customer engagement and satisfaction.

Apr 2020 – Mar 2021 · 11 mos · On-site

• ● End-to-End Project Delivery: Successfully delivered 30+ comprehensive projects across verticals like JioMart Merchant, Ajio B2B/B2C, JioFiber, Mobility, and Reliance Digital. Managed all phases from solution design to go-live and post-implementation support, ensuring exceptional quality and stakeholder satisfaction.
• ● Training and Enablement: Conducted 30+ onboarding workshops on Haptik's Conversation Studio, Analytics Dashboard, and Agent Chat Tool, enhancing platform adoption and operational efficiency for internal teams and external clients.
• ● Process Standardization: Standardized chatbot development workflows by introducing detailed documentation and SOPs, reducing onboarding time by 40% and error rates by 25%, ensuring consistent quality across projects.
• ● AI Optimization and Innovation: Partnered with product teams to refine conversational AI models, boosting response accuracy, intent detection rates, user engagement, and conversion metrics.
• ● High-Impact Solutions: Collaborated with Meta and Jio to launch WhatsApp Pay for recharges and bill payments, generating ₹15 lakh MRR. Delivered Jio.com’s largest chatbot for Mobility and JioFiber in just two weeks, reducing timelines by 80%. Developed JioMart Care’s first e-commerce chatbot, automating 80% of customer interactions with multilingual support.

Apr 2018 – Apr 2019 · 1 yr · Mumbai, Maharashtra, India

• ● End-to-End Channel Management: Managed the Travel Channel for Haptik's B2C App, enabling users to book flights, trains, and hotels via conversational AI, significantly enhancing user engagement and satisfaction.
• ● AI Model Optimization: Leveraged user interaction data to train and refine Haptik’s ML model (Gogo), reducing reliance on Chat Agents and boosting response accuracy by 60%.
• ● Operational Reporting: Designed and maintained comprehensive automation reports during Haptik’s transition from B2C to B2B, equipping stakeholders with actionable insights for performance monitoring and operational continuity.
• ● Revenue-Generating Campaigns: Collaborated with The Times of India (TOI) to execute weekly conversational campaigns for brands such as Boat, Cadbury, and Portronics, generating a recurring revenue of ₹5-10 lakh per month and achieving consistent increases in campaign engagement rates.
• ● Process Optimization: Streamlined chatbot workflows and campaign execution processes, enhancing operational efficiency and positioning Haptik’s platform as a cornerstone for automated customer interactions.

Feb 2017 – Mar 2018 · 1 yr 1 mo · Mumbai, Maharashtra, India

Mar 2019 – Apr 2020 · 1 yr 1 mo · Mumbai Metropolitan Region · On-site

• ● Strategic Leadership Post-Acquisition: Spearheaded pivotal initiatives following the Jio-Haptik acquisition, including product roadmap development, requirement gathering, and platform onboarding for Jio's telecom vertical, strengthening client relationships and operational alignment.
• ● Conversational AI Innovator: Designed and deployed Jio’s first multilingual conversational voice bot, HelloJio, achieving 75-80% accuracy for customer support queries while automating 80% of troubleshooting flows, significantly reducing operational workload.
• ● Rapid Bot Development: Delivered Jio’s largest customer care bot for JioMobility, JioFiber, and JioEnterprise within 30 days, covering 1500+ FAQs and 20-25 user journeys with an 85% accuracy rate, enhancing operational efficiency and solidifying the Jio-Haptik partnership.
• ● Monetization Channel Leadership: Managed end-to-end operations for high-value clients like RBL, Samsung, Times of India, and Kotak Life Insurance, ensuring seamless solution delivery and robust post-go-live support for enhanced client satisfaction.
• ● Data-Driven Insights: Developed advanced analytical dashboards to monitor bot automation, perform break analysis, and provide actionable insights, driving significant improvements in bot performance, user experience, and efficiency.