Dec 2022 – Sep 2024 · 1 yr 9 mos

• ● Joined as an early team member to help launch and scale product success operations for a fintech platform providing small-ticket loans to SaaS startups for purchasing high-cost SaaS tools.
• ● Owned post-onboarding product success for 50+ SaaS customers, influencing product improvements across onboarding, workflow design, and risk monitoring.
• ● Partnered closely with Product and Engineering to convert customer feedback and support trends into 15+ UX and workflow improvements, reducing friction in eligibility and repayment flows.
• ● Monitored customer usage and repayment behavior to identify early risk indicators, contributing to a 20–25% reduction in support escalations through proactive intervention.
• ● Built foundational onboarding guides, success playbooks, and success metrics, helping achieve 85%+ successful onboarding completion as customer volume scaled.

Dec 2019 – Nov 2022 · 2 yrs 11 mos · Navi Mumbai, Maharashtra, India · Hybrid

• ● Managed a portfolio of 150-200 B2B clients with personalized attention to each
• company's unique business needs, leading to an upsell rate of 35% and
• retention rate of 75%.
• ● Onboarding 10-15 B2B clients monthly, training them and solving all issues
• related to the product.
• ● Analyzing large amounts of data (Used GA) to find useful information
• /pattern/customer behaviors and present it to the product team for further
• execution and Designing campaigns around it.
• ● Provided actionable recommendations to users based on their data insights,
• resulting in a 30% increase in feature adoption rates..
• ● Developed and executed a comprehensive training program for new team
• members, resulting in a 30% reduction in onboarding time while maintaining a
• high level of customer satisfaction.

Jul 2018 – Nov 2019 · 1 yr 4 mos · Mumbai, Maharashtra, India · On-site

• ● Helping our US clients hire the right employees by putting a robust employee
• screening process in place.
• ● During high volume, I did 60+ verifications a day while maintaining the TAT.
• ● A team of 12-14 employees were mapped to me for Quality check.
• ● collaborating with the team and increasing the number of quality units from 350
• to 500 which is up by 30%.

May 2018 – Jun 2018 · 1 mo · Darjeeling, West Bengal, India · On-site

• ● Working on my passion project - Climbing mountains.
• ● Learned about endurance, patience, survival in extreme conditions.
• ● Learned the importance of teamwork, helping others, being empathetic towards people and being humble.
• ● Summited Renok peak in Sikkim Himalaya which is 15,500 feet above sea level.
• ● Completed the course with flying colors and A grade.

Feb 2017 – Apr 2018 · 1 yr 2 mos · Mumbai, Maharashtra, India · On-site

• ● Handled offshore operations of Australian airline Qantas.
• ● Served as capacity management, running analytics, planning supplies, flight
• load optimization and balance inventory of rotables.
• ● Optimized the inventory load by 10% using our insights.
• ● Served 750 domestic and international flights and 4 million passengers Daily.

Jun 2015 – Feb 2017 · 1 yr 8 mos · Mumbai, Maharashtra, India · On-site

• ● Worked on research project with Mumbai metro on line 4, Wadala to kasarvadawali.
• ● Collecting data through surveys, feedbacks, focus groups analyzing and understanding the transport needs of the people and possible obstacles in the route.
• ● Did a project with Mahanagar Gas on understanding what percentage of population in Mumbai uses Gas pipelines, identifying areas for expansion of pipeline, possible obstacles, safety issues etc.
• ● This project was in accordance with the Goal that 70% of the household will have gas pipeline by 2025.
• ● Worked with a startup bookmybai.com, Identifying areas where we can find our potential audience (service providers/cleaners/cooks etc.) and get them registered on the portal.
• ● Registered 150+ service providers on the portal.