Mar 2025 – Present · 1 yr 2 mos

Mar 2025 – Present · 1 yr 2 mos

Dec 2024 – Present · 1 yr 5 mos

Feb 2022 – Jun 2022 · 4 mos · Bengaluru, Karnataka, India

• Led a of a team of over 30 spirited customer experience engineers at Hevo Data. Building processes and frameworks to scale the team as well as the Customer Experience operations at Hevo.

May 2020 – Jan 2022 · 1 yr 8 mos · Bengaluru, Karnataka, India

• Founded Twilio's Global Support Delivery Center in Bengaluru. Built a team of over 120 passionate Technical Support Engineers, Personalized Support Engineers and Technical Account Managers in under six quarters 100% remotely during Covid-19’s peak.
• To put this into perspective, the GSDCI Solved over 80K (~15% of Global Inbound Support Volume)Tickets in 2021 with an average CSAT of 4.47 (0.7 pts above goal). The team was also above goal across all entitlements, though the median tenure of the team was just ~8 months.
• The Center Owned over 30 Personalized Support Opportunities and ~24500 other Customers with some of Twilio's top-paying customers being on that roster and operated across two time zones with a 15.5 hours operational spread.
• We closed out the 2021 Employee Engagement Survey with exceptional results, 100% participation, 98% Engagement and almost all indices well above ( most by double digits) over the Company Average.
• We cared about our people deeply and this led to our focus on growing our people both within the Customer Support team as well as the Services Delivery Center in India, with over 6 internal movements (growth) as well as one move to the PS team. We also have a strong focus on Early-In-Career Talent with us closing 2021 with over 20 Twilions from the Program.
• Since its founding in May 2020 with one Manager, the team has scaled manifold and exited 2021 with 110 Support Twilions, with 72 Twilions Added just in 2021.
• In its one and a half year existence, the Center Executed Ruthlessly and has received over 500 Peer recognitions, won 14 TSE/TAM of the Month Awards (EMEA & FL), 5 TSE/TAM of the Quarter Awards(EMEA & FL), 2 APAC GTM Regional Twilio Magic Awards, 1 CCO Award and 1 Twilio Magic Award.

Aug 2019 – May 2020 · 9 mos

• Customer Experience Leadership and Strategy. Built and managed a team of Customer Experience advocates to work with and enhance our customer's journey aboard DigitalOcean's Developer Cloud, with the special responsibility of all public Support engagements across the WWW.

Feb 2019 – Jul 2019 · 5 mos

• Customer Experience Strategy and Management. Working on DigitaOcean's Support as a Product Offering and spearheading Product enhancements. Driving by channeling aggregate customer feedback to establish, improve and strategize Engagement. Heading a team of talented Customer Advocates embodying DigitalOcean's relentless pursuit of love for customers and empowering them on their journey of success.
• Responsibilities:
• Customer Experience Management
• Support as a Product
• Product Enhancements
• Business Analytics and Management
• Project Management
• Billing SME

Mar 2018 – Jan 2019 · 10 mos

• Support Strategic analysis and customer request deflection. Process implementations, improvements, and iterations. Customer Advocacy to better shape the platform for customer’s needs. Escalation management and Incident Handling. Serving as a singular escalation point on shift for customer escalations, and SME on the platform, it’s products and their features.
• Responsibilities:
• Escalation management
• Customer Advocacy
• Process Evolution
• Incident Response
• Support Strategy
• Platform SME

Jun 2017 – Feb 2018 · 8 mos

• As a Platform Support Specialist, I work to better build a bridge between Developers, Developer Teams and the simplified Cloud that is DigitalOcean. Strategic positioning to enhance product and roadmap to better suit customer needs. Ownership of Strategic Projects responsible for enhanced CSAT and Agent Happiness. Handling customer queries across Platform usage, DevOps, Social Media, SysAdmin and Billing.
• Responsibilities:
• Product Enhancement
• Customer Advocacy
• DevOps
• SysAdmin
• Troubleshooting
• Support Strategy

Jul 2016 – Feb 2017 · 7 mos · Bengaluru Area, India

• A smarter financial eco-system powered by Cognitive Computing.
• Trust-able, Actionable insights and solutions enabling better personal finance, towards financial inclusion for all
• Responsibilities
• Business Plan
• Product Design
• Showcases
• Pitch Decks
• Technology Strategy
• Investment Strategy

Dec 2015 – Jun 2017 · 1 yr 6 mos · Coimbatore, Tamil Nadu/Bengaluru, Karnataka

• Revolutionizing the entire technology stack inclusive of evolution, improvement and implementation of smart systems to help large organizations manage financial functions like Payroll, Income Tax and Personal Investments.
• Responsibilities
• Technology Strategy
• Full-Stack Development
• Product Management
• Technology Talent Acquisition
• Information Security
• IT Policy

Oct 2015 – Jun 2016 · 8 mos · Coimbatore, Tamil Nadu/Bengaluru, Karnataka

• Co-Founded and spearheaded technology efforts for a new-age venture capital consortium and start-up accelerator with focus on Start-ups from Tier 2 and Tier 3 cities to mentor, fund and accelerate ventures that showcase bottom-of-the-pyramid innovation that could potentially make a difference
• Responsibilities
• Investment Roadmap
• Technology Oversight
• Investor Relations
• Start-up Talent Acquisition

Jun 2015 – Jun 2016 · 1 yr · Coimbatore, Tamil Nadu

• Enabled founders to conceptualise and bring to life a real-time diabetes management platform, based on an integrated Healthcare Platform that brings together healthcare providers and patients on to one common plane of communication.
• Responsibilities
• Start-up Strategy
• Application Development
• UI-UX Oversight
• Digital Marketing
• Sales Oversight
• Healthcare IT Policy

May 2015 – Jan 2017 · 1 yr 8 mos · Coimbatore Area, India

• Founded a revolutionary firm specializing in IT, Digital Strategy and Last Mile Solutions for Start-ups
• Responsibilities
•  Organizational vision
•  Solution Design
•  App Design
•  Business Analysis
•  UI-UX Oversight
•  End-to-End Process

Aug 2014 – Oct 2014 · 2 mos · Chennai Area, India

• A unique All-in-one BA/Dev combination. Worked on a pioneering android application for the customers of a leading pharmaceutical retailer. Went above and beyond the call of duty, also building a scalable NodeJS, MongoDB backend for the Application.

Jan 2014 – Jul 2014 · 6 mos · Coimbatore Area, India

• Served as a Business Analyst in the open source systems division. Was responsible for client – team interaction for a pioneering hospital in Kochi during the inception and elaboration phase of a medical records management system.