Dec 2025 – Mar 2026 · 3 mos · Bengaluru · Hybrid

• Brought in to stabilize and transform a non-metric-driven CX function in a high-growth environment.
• Established performance management framework (SLA, TAT, QA scorecards, productivity dashboards)
• Introduced automation to streamline workflows and reduce manual dependencies
• Optimized cost structures through process redesign and efficiency levers
• Established governance cadence with leadership to improve visibility and accountability
• Drove measurable improvement in customer satisfaction and digital reputation
• Strengthened escalation management and feedback loops across support and product

Aug 2025 – Mar 2026 · 7 mos · Bengaluru · On-site

• Founded urban hydroponics startup bringing soil-free farming to urban balconies. Built product model, GTM strategy, and early customer pipeline. Validated strong consumer demand - venture paused due to funding constraints.

Sep 2024 – Sep 2025 · 1 yr · Bengaluru · On-site

• Led customer experience operations for Asia's largest logistics SaaS platform, focusing on building scalable support frameworks and improving customer outcomes.
• Established structured support operations, including SLA, TAT, and escalation frameworks
• Worked closely with product and engineering teams to streamline issue resolution and improve platform reliability
• Introduced process improvements to enhance response times and customer satisfaction
• Strengthened internal collaboration across support, onboarding, and tech teams
• Focused on building a more predictable and efficient customer support experience in a high-growth environment

Apr 2023 – Sep 2024 · 1 yr 5 mos · On-site

• Led end-to-end customer experience strategy and operations for India's largest agri-tech supply chain platform, managing cross-functional teams across customer support, vendor management, and marketplace operations.
• Key Achievements:
• Scaled CX operations to support hypergrowth managed 200+ FTE across multiple locations while maintaining operational excellence
• Reduced average response time from 96 hours to 6 hours through process redesign, automation, and team restructuring
• Implemented AI-powered support automation that cut operational costs by 40% while improving CSAT scores
• Built and deployed MarTech stack for omnichannel customer engagement and lifecycle management
• Designed vendor management frameworks that improved supplier satisfaction and reduced churn
• Established Voice of Customer (VOC) programs that directly influenced product roadmap and GTM strategy
• Transformed CX from a cost center into a strategic growth driver, directly contributing to customer retention and revenue expansion.

Dec 2021 – Mar 2023 · 1 yr 3 mos · On-site

Sep 2020 – Nov 2021 · 1 yr 2 mos · Bangalore Urban, Karnataka, India

• Conducted regular research on competitor's offerings and services to ensure competitive advantage
• Reduced manpower costs by 35% in 6 months by deploying AI solutions - Chat & Voice Bots
• Developed processes and tools to increase efficiency across the organization including Jira workflow templates
• Designed and implemented a process to improve collaboration between business units, resulting in reduced cycle times from 2 weeks to 1 day on average.
• Spearheaded an initiative to improve retention through better communication with customers
• Effectively translated and acted on voice of the customer, partner, sales, operations and other feedback and research to identify and guide new improvements and innovations

Jun 2018 – Sep 2020 · 2 yrs 3 mos · On-site

• Led global customer excellence operations for one of India's largest fintech and payments platforms, managing end-to-end customer support strategy across B2B merchant services and B2C payment solutions.
• Key Achievements:
• Scaled global support operations across multiple geographies, managing cross-functional teams and vendor partnerships to deliver 24/7 customer service
• Implemented customer excellence frameworks that improved merchant satisfaction scores and reduced escalation rates by 40%
• Built contact center management infrastructure including quality assurance programs, performance dashboards, and SLA tracking mechanisms
• Drove innovation initiatives that earned company-wide recognition (Innovation Award 2019-20), including process automation and self-service optimization
• Established vendor management protocols that improved service delivery quality while optimizing operational costs
• Designed and deployed customer feedback loops that directly influenced product improvements and merchant onboarding experience
• Recognized with Customer Excellence Award for transforming support operations into a strategic differentiator in a highly competitive fintech landscape.

Mar 2016 – May 2018 · 2 yrs 2 mos · On-site

Oct 2014 – Aug 2015 · 10 mos · Chennai, Tamil Nadu, India

Jul 2007 – Feb 2011 · 3 yrs 7 mos · Chennai, Tamil Nadu, India

Aug 2004 – Jul 2008 · 3 yrs 11 mos · Puducherry, India · On-site