Nov 2024 – Apr 2025 · 5 mos

• Medical break due to injury, surgery and rehabilitation 🏥

Mar 2023 – Oct 2024 · 1 yr 7 mos · Bengaluru, Karnataka, India · On-site

• Partnered and managed a base of 40 customers in the EMEA region by handling $1M ARR and developed strategies to help them achieve maximum value from p44's
• supply chain visibility services and to ensure the best use of the contracted product
• Proactively managed 34 accounts by identifying and addressing potential challenges that could impact the success in services, renewal/retention, product adoption,
• customer health and overall satisfaction. Onboarded 12 customers by assisting in the implementation process.
• Nurtured strong relationships with the internal & external key stakeholders and led EBRs, aiming potential growth. Recognised opportunities for upsell alongside sales,
• renewal and account management teams
• Provided an engaging experience to the customers and played a crucial role in achieving the maximum number of promotors and passives during NPS survey across
• BoB, served as the voice of the customer and helped prioritise product requests and facilitated tailored solutions.
• Monitored customer health & risk consistently to achieve an average health score of 90% across BoB. Executed success plans through collaborations with product
• development, engineering and customer support teams
• Maintained up-to-date product knowledge and enabled the customers technically through training sessions and verified customer satisfaction through regular cadence,
• thereby resolving post-sale issues
• Encouraged happy customers to become advocates for the company's products or services by providing testimonials, participating in case studies and business referrals

Jan 2022 – Mar 2023 · 1 yr 2 mos · Bangalore · Hybrid

• Successful in increasing the customer base by 10k+ customers in less than 4 months.
• Strategised and implemented 10+ pilot projects to validate business strategy for B2B and B2C.
• Spearheaded various customer service initiatives, improvements, and enhancements to upgrade product features and efficiency and actively communicated user requirements to the product team
• Handled end-to-end project management for 5+ projects by collaborating with cross functional teams, creating SOPs and deriving insights from users to improve project/product performance
• Built and led a team of 30+ customer support associates to proactively resolve customer issues and to run pilot related operational activities ensuring customer satisfaction

Jan 2020 – Jan 2022 · 2 yrs · Bangalore Urban, Karnataka, India · On-site

• Central Fulfilment Management - ITES:
• Created and managed category level (ITES sector)supply channels for sourcing workers and ensured accurate information dissemination to all sourcing channels - online & offline
• Analysed and held accountable for ITES sector's job demand and fulfilment targets
• Identified category and requirement specific fulfilment approaches and run pilots for unlocking growth by identifying and mapping demand and supply using various factors like geography, language, communication proficiency etc
• Worked with product to implement category specific features on app/ portal
• Coordinated with all sourcing channels to summarise supply variables at a client level
• Coordinated with clients in collaboration with KAMs for assessment, interview, joining and retention (lifecycle management)
• Driven fulfilment activities for the ITES sector and created plans for maximising and improvising the funnel of business
• Operational Support - Associate:
• Prepared reports related to analysis and measurement of progress towards OKRs and key organisation goals and data presentations for team reviews and for a growth initiative pilots
• Assisted and developed SOPs to build and structure the PAN India offline sourcing team. Expedited the process of trouble-shooting & assistance for teams across India - basis their specific data or system related requests/queries
• Facilitated the Central Operations team on business planning, strategy, and various projects

Oct 2018 – Jan 2020 · 1 yr 3 mos · Bengaluru Area, India

• Vendor Management :
• Responsible for end to end finalizing of a list of vendors for the firm including reaching out, shortlisting etc.
• Updated and maintained a database of existing, churned and potential vendors using inter-
• organizational tools
• Process Optimization :
• Optimizing multiple processes including vendor acquisition, reconciliation etc. to increase efficiency and reduce the expected TAT.
• Offered feature recommendations to management and cross-functional teams.
• Successfully handled 'Uber Bhavishya' campaign in Karnataka for female crowd, physically challenged and for the transgender community to enhance the ideas of empowerment through Uber.
• Managed various seasonal campaigns arranged for clients and customers by actively associating with the team.
• Backend Operations :
• Managing backend operations incl. courier application traits, order processing, incentives etc.
• Ensuring smooth & effective operations by coordinating with other departments such as customer support, quantity assurance team etc.
• Developed and executed multiple SOPs, including forms, formats, reports, dashboards to track activities of concerned departments and to monitor process adherence.