Jun 2023 – Feb 2024 · 8 mos

• 1. AyushPay : health-tech platform targeting preventive healthcare through a subscription based plan.
• Product, Tech, Tech hiring, Customer Experience, Post Sales Operations & Supply Partnerships
• 2. Juleo Club : premium singles club for urban professionals
• Helpdesk set up, operations processes, hiring
• 3. RazorArt : Simple and intuitive text-to-AI technology specifically tailored to teaching use-cases. Business development, Product

Oct 2021 – May 2023 · 1 yr 7 mos

• Built the strategy of the customer success team to help grow the revenue of the team by 6x in 15 months via cohort based targeted interventions
• Implemented new client activation techniques, such as webinars, growth sessions, offline events and
• YouTube training programmes
• Overhauled business operations and converted the Customer Experience team from a cost centre to a profit centre improving Rev / Sal multiple of 0.15x to 1.2x
• Ideated and built Whatsapp-based communities and scaled them to 10k+ members in 6 months, allowing 10k long-tail clients to be managed by 2 people resulting in annual saving of INR 1 crore
• Revamped Helpdesk operations and improved NPS from <15 to consistently 30+ & reduced costs by 50%
• Drove FCR from 70% to 92% enabling quicker resolution times for customers and reduced inputs required from the team per ticket
• Scaled a new re-selling initiative, which helped teachers resell content of other teachers via a global library, from INR 50k / month in Oct ‘21 to INR 40 L / month in Mar ‘23

Apr 2020 – Oct 2021 · 1 yr 6 mos

• Manage end-to-end Customer Service operations
• Design & implement processes to optimize customer interaction flows at all touch points, including app, web & social
• Work with product on interventions to enhance customer experience
• Work with product to build backend systems to improve process effiiency
• Calculate and maintain NPS, CES, CSAT, etc and analyse its impact on CLT and take corrective actions

Sep 2019 – Oct 2021 · 2 yrs 1 mo

• Increasing adoption of B2B products through product intervention
• Efficiency of post sales process
• B2B sales strategy
• Managing end-to-end operations of customer lifecycle
• Lead customer support vertical

Sep 2017 – Sep 2019 · 2 yrs

• Leading product development for City Rail services across India. Launched innovative products in multiple cities
• Leading Paytm Automatic - a subscription bill payment service, which has successfully reduced customer retention costs.
• Helped grow Business With Paytm app to 2+ million downloads and 400k monthly active users, successfully over activating 60% of Paytm's active merchant base
• ˗ Ran merchant lifecycle management programs to control and manage the merchant experience from app download to repeat usage through in-app marketing
• Lead the UI/UX re-development of the Paytm For Business website
• ˗ Run digital marketing campaigns for Paytm For Business

May 2016 – Sep 2017 · 1 yr 4 mos

• Improving profitability through implementation of effective pricing strategies
• Developing multiple elasticity models + conducting customer behavior analysis for various categories such as watches, eyewear, handbags, luggage and jewellery
• Increasing category traffic through creation and execution of multiple campaigns on the app and website
• Extensive GA driven data analysis and A/B testing
• Funnel optimization across own media properties and marketing channels (Facebook, SEO and Affiliates) through new customer acquisition and repeat purchase interventions
• Developed omni-channel partnerships for the business

Oct 2012 – Mar 2015 · 2 yrs 5 mos · Noida Area, India

• Worked with an IT partner to digitize a legacy business vertical – iSOURCe Updates. Achieved 30% y-o-y growth
• Conceptualized and lead development of custom ERP and HRMS systems for the company
• Led a team of five people managing various functions – digital media, direct marketing, business development
• Designed marketing strategies for over 20 leading IT & Telecom partners to promote their events, products and services via direct channels such as phone, email and video chats.

Jan 2012 – Sep 2012 · 8 mos

• Raising funds for HelpAge India
• Recruiting and training a fund raising team
• Territory management and strategic sales planning
• Running office level meetings and team building sessions

Jun 2010 – Nov 2011 · 1 yr 5 mos

• Worked on client site in Riyadh, Saudi Arabia to improve the warehousing structure of a hospital chain
• Built a financial model for a auto-loan company being setup in Saudi Arabia
• Conducted research for private equity clients