Sep 2024 – Nov 2025 · 1 yr 2 mos · Bengaluru, Karnataka, India · On-site

• I'm focused on transforming how large datasets are processed to enhance both speed and data quality for our customers. By developing and implementing automation solutions, we’ve been able to significantly reduce data delivery times and enhance data accuracy. My role also involves developing playbooks centered around these automations, ensuring continuous improvements in data delivery.
• Additionally, I drive strategic data initiatives, developing vendor benchmarking and prioritization frameworks with the goal of creating a seamless, value-driven experience for our customers.
• B2B companies can optimize lead generation and manage customer relationships with Sprouts AI, an all-in-one SaaS platform. By automating LinkedIn and email outreach, Sprouts AI helps businesses efficiently reach their target audience and streamline customer acquisition.

Jun 2024 – Jul 2024 · 1 mo · Bengaluru, Karnataka, India · On-site

• Led the ideation and swift implementation of a specialized partner-centric initiative aimed at elevating NPS and optimizing partner interactions. Developed and implemented end-to-end workflows, selected and integrated tools, and realigned internal teams to deliver a tailored solution that transformed support touchpoints into impactful, value-driven engagements. This initiative, closely aligned with partner success metrics, achieved a 95% CSAT score while enhancing sales and operational efficiency.

Apr 2024 – Present · 2 yrs 2 mos

• Doing what I enjoy - guiding driven students as they navigate their next steps, and staying connected to emerging talent.

Dec 2022 – Sep 2023 · 9 mos

• As the CoS, designed & tracked OKRs, collaborated with cross-functional teams, achieving 85% targets.
• Grew SEO traffic of Cohesive (an Unacademy SaaS venture) by 17000 in 5 month, driving significant online visibility & sign-ups.
• Led prompt engineering efforts, crafting 200+ high-quality AI templates. My team and I designed and implemented efficient systems for generating AI templates rapidly and effectively, ensuring streamlined processes and timely delivery of high-quality solutions.
• Oversaw email marketing initiatives, developing drip campaigns and 'always on' nurture campaigns - contributing to ~10% of conversions.

Apr 2022 – Dec 2022 · 8 mos

• Established and led a 25-member Product Operations team to enhance collaboration across Product, Design, Engineering, Support, Marketing, and Sales teams. Provided strategic direction for Product Managers, optimizing decision-making processes and driving feature adoption.
• Enhanced business-product collaboration and new product launches, focusing on efficiency and effectiveness.
• Improved adoption of key product features by 8pp through user targeted adoption campaigns and collaboration with Product & Engineering teams.
• Redesigned product marketing processes and ntegrated WhatsApp marketing to enhance conversion funnel metrics, reducing campaign Go-live TATs by 30% and boosting ROI by 5x.

Oct 2021 – Apr 2022 · 6 mos

• Redesigned Unacademy's CX (learner support); increased the NPS by 15 points and the CSAT by 25%. Teams were reorganised, procedures were reengineered, and support tools (such as chatbots, live chat, and ticketing software) were migrated.
• Overhauled educator support mechanisms, reaching 95% CSAT. Provided educators with a callback option in place of a chat tool to provide prompter support.
• Developed an employee experience portal, collaborating with various corporate support teams to assist around 6000 employees with their daily issues.
• Used customer feedback to identify product and business gaps, defined improvement opportunities, and collaborated cross-functionally to develop roadmaps aligned with business goals.

Sep 2020 – Sep 2021 · 1 yr

Feb 2019 – Sep 2020 · 1 yr 7 mos · Bengaluru, Karnataka · On-site

• GlowRoad is a social-commerce startup (acquired by Amazon in 2022)
• Led Customer Experience, user activation, and retention at GlowRoad, managing a 100+ member team during a period of fast growth. Focused on making user journeys smoother and more intuitive; raised CSAT by 25 percentage points and NPS by 20 points through a complete CX overhaul. Rolled out self-help product features shaped by reseller feedback, cutting annual support costs by INR 13L. Also kickstarted activation initiatives, like training content and onboarding calls that improved activation rates by 18%.

Oct 2018 – Feb 2019 · 4 mos

• Piloted FoS program, integrating offline stores into our reseller network, expanding market reach
• Launched educational content and mentorship programs to improve reseller activations

Dec 2017 – Sep 2018 · 9 mos

• Headed Business Development and scaled suppliers' base by 3x, on-boarding 10 high demand Non-catalog brand
• Envisaged and implemented Pricing & Quality Operations (Category Operations)
• Set up Supplier Support function from the scratch.

Jul 2017 – Dec 2017 · 5 mos · Bengaluru Area, India

Jul 2016 – Dec 2017 · 1 yr 5 mos · Bengaluru Area, India

• In this role, I was responsible for dealing with escalating sellers and offers of settlement were negotiated by me to ensure that a fair and reasonable settlement was reached.
• The role primarily entailed the following:
• 1) Dispute resolutions
• 2) Vendor negotiations
• 3) Fraud investigation and mitigation
• 4) Improving Seller Support efficiency
• 5) Vendor education and training (New vendor development)
• At no cost, developed a resourceful Youtube channel for seller education- Voonik Varsity.
• 6) Internal teams' training
• The role offered me a bird's eye view of the company's operations and provided valuable learnings in my first corporate experience. It also complimented my natural conflict resolution instincts and knack for training/mentoring.
• Upon successful closure of highly escalated (often fraudulent) Surat seller claims, I was designated with more responsibilities in the form of heading the Catalog Management Team at Voonik.

Mar 2012 – Mar 2015 · 3 yrs · Worldwide

• I was responsible for navigating the vessel and overseeing crude oil cargo operations while ensuring compliance with port safety regulations. I conducted regular inspections of life-saving and firefighting equipment, contributing to the overall safety of the ship. Additionally, I played a key role in managing distress communications and conducting audits, which helped maintain operational excellence.