Feb 2025 – Present · 1 yr 4 mos · Kerala, India · On-site

• Committed to nurturing young entrepreneurs and their tech-driven visions
• Ignite small business dreams, especially in Tier 3 and 4 cities.
• Empower youth to transform innovative ideas into tech-driven companies.
• Focus is on converting raw potential into tangible businesses.
• Provide the tools and guidance to navigate the tech landscape.
• This process generates diverse job opportunities for local communities.
• Help build a stronger economic foundation in these smaller cities.
• Fostering growth, I create a ripple effect of positive change.
• Envision a future where these towns thrive and prosper.
• Aiming to make these areas a better place for the next generation.

Aug 2023 – Feb 2025 · 1 yr 6 mos · Hybrid

• Restructuring and Rebuilding Defi Payments, From being a Senior CX leader to a CEO, Keeping Core as Customer first.
• Organisational Strategy (Operations, Change, Transformation & Agility) | Digital Transformation | Stakeholder management and Cost Optimisation.

Jan 2022 – Aug 2023 · 1 yr 7 mos · Hybrid

• Revolutionizing Customer experience through the need of the hour approach and constantly driving curiosity in identifying systematic and tailored solutions.
• Embibing ownership and personalisation to minimize repeat contacts and reduce error rate.
• Strategically and tactically executing frictionless experience for internal and external customers by solutionizing experience with perfect blend of Technology, Empathy and AI.
• Risk management processes, estimating risks affecting the business and our Customers, At the same time, creating customised and preventive measures depending on the level of risk and Impacts.
• BOT projects, RFP's, Outsourcing, and Vendor management (operations, T&Q, Work force, Data Analytics and technology service)
• Training, content development and knowledge base/SOP development, Process and Project management.
• Quality Assurance, Governance and Compliance Management.

Dec 2020 – Jan 2022 · 1 yr 1 mo · India

•  Heading customer service and process excellence. Ensuring swift and agile journey for customer across all engagement points.
•  Supply chain Enhancement by reducing friction through technology (Tactical and strategical actions)
•  Focusing to embed relevant measurements across a range of events and customer focused activities.
•  Exploring and piloting Innovative and Unique techniques to improve first time and precise resolutions.
•  Proactive measures to manage and implement tech, policy, process and communications.
•  Contact reduction through implementation of efficient and effective self-serve methodology and Artificial Intelligence.
•  Cost optimization planning through improvised technology service and reduce manual/people dependency.
•  Outsourcing and Vendor management (operations and technology service)
•  Training, content development and knowledge Management
•  Governance, Quality Assurance and Compliance

Oct 2019 – Dec 2020 · 1 yr 2 mos · Bengaluru Area, India

•  Leading the Operations, Business partnering and change, to support store colleagues in UK and ROI
•  Teams include Store’s helpdesk, Security Operations, Finance helpdesk & Colleague helpdesk (payroll Support)
•  Accountable for delivering operational excellence through level 1 support to Store Colleagues in the UK and ROI.
•  To manage and implement IT changes/ Business changes affecting Store Operations, and ensure minimal impact by working with key stakeholders and vendors management team.
•  To manage budgets, resource planning and hiring for the team
•  Responsible for providing direction and feedback to team members, resource planning and assisting with recruitment
•  Ensure high level of employee satisfaction by believing in the Importance and driving the culture of Great place to work.
•  Bench marking KRA from top quartile performance and ensuring a high-quality customer experience, while adhering to the SLAs and work processes.
•  Monitor attrition and Shrinkage and ensure Back fill request is raised proactively

Jul 2015 – Oct 2019 · 4 yrs 3 mos · Bengaluru, Karnataka, India

•  Lead Customer and Partner Support for India, ANZ and UK through Captive and Outsourced Contact center Sites (Delhi, Mumbai and Bangalore)
•  Managing Performance, People and product for various channel of customer and Partner Interaction (Back office, Voice, email, Tier II, Social Media and Safety complaints and SOS)
•  Proficiency in designing systems / procedures for change management in service delivery operations entailing mapping business processes and studying customer/consumer trends to design solutions, ensuring business functionality adherence & enhancing competitive advantage. Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
•  Domain expertise in directing contact center operations and back-end operations inclusive of driving the customer satisfaction scores & ensuring high quality delivery at each step of interaction & other activities related to customer services.
•  Mapping customer’s requirements through Quality Evaluations and rendering effective solutions in line with the business goals of improving self-service usage thereby providing customers’ ability to get their queries answered swift and efficiently.
•  Regular governance/Audits to ensure Pro-active measures on identifying unethical activity and integrity concerns
•  Effective implementation of quality risk management and performance improvement plans, develop behavior-based safety model, geared to reduce accidents/ critical incidents frequency.
•  Managing quality & business audit processes to identify performance lapses and develop preventive mechanism through process modifications & training interventions.
•  Drive Business recommendation thru Projects and real time trends.

Mar 2012 – Apr 2015 · 3 yrs 1 mo · Bengaluru, Karnataka, India

•  Operations
•  Plan performance of the overall program and its activities in accordance with the mission and the goals of the Clients and organization
•  Develop and execute skill enhancement training for all support staffs and upscale them to a ready resource for their future roles.
•  Develop new initiatives to support the strategic direction of the organization
•  Develop and implement long-term goals and objectives to achieve the successful outcome of the program
•  Develop a program evaluation framework to assess the strengths of the program and to identify areas for improvement
•  Compliance and Governance
•  Ensure all fraud programs, policies, procedures, process maps, matrixes, risk assessments, escalation guidelines and approval limits, business continuity, organizational charts, websites, data repositories and other fraud owned data bases/activities are effectively updated on a routine basis
•  Establish and build strong effective working relationships with a range of business partners, particularly operations, Discover Network and other Credit Risk Management partners
•  Develop/run effective strategy performance tracking ensuring that strategies are performing as expected and feedback learning’s into strategy and / or policy changes in a timely manner
•  Development and implementation of best-in-class fraud detection analytics that leverages real time customer and transactional data
•  Provides performance and trend analysis for Higher management and Clients.

Sep 2011 – Mar 2012 · 6 mos · Bangalore

•  Manager Operations – Responsible for meeting SLA’s like, NET-SAT, AHT, MANNED Hours, CRR (customer repeat rate) PTV (phone time variance) and other client requirements for customer support on voice and Email.
•  Responsible for ensuring that hiring of team members happens on time so that they are trained and ready for Nesting and Production as committed per the project time lines
•  Responsible for the strategic development and implementation of cost-effective Operations and support solutions that are designed to provide improved productivity, streamlined operations, and faster access to critical information.
•  Manage the performance of individual team members, through the team leaders, facilitating timely reviews, feedback sessions and performance improvement initiatives
•  Ownership for adherence to performance metrics, escalation processes, and quality compliance as per contracts.
•  Develop strategies on the floor for reducing attrition and improving employee satisfaction.
•  Management of the process assigned to ensure all client requirements are met along with overall client satisfaction and other key deliverables.
•  Plan and implement initiatives for continuous process improvement, client, and employee satisfaction

Nov 2003 – Sep 2011 · 7 yrs 10 mos · Bengaluru Area, India

• Technical Support (U.S client) for one of the World’s largest provider of electronic commerce and payment solutions.
• Customer Support (US/UK client) for a world renowned one-stop source for travel solutions