Jan 2024 – Dec 2025 · 1 yr 11 mos

• Led a 150+ member vendor team to enhance customer retention for B2B and B2C clients.
• Developed and executed targeted retention strategies, consistently meeting renewal goals.
• Managed strategic relationships across EMEA, APAC, and US markets, customizing engagement plans.
• Championed customer experience through product training and data-driven insights, strengthening client trust.

Jul 2021 – Dec 2023 · 2 yrs 5 mos

• Managed end-to-end partner delivery operations for a high-performing site with over 120 professionals.
• Spearheaded a retention-focused team structure, achieving a 46% customer retention rate across multiple campaigns.
• Secured USD 25.6 million in Annual Recurring Revenue (ARR) through strategic account engagement and relationship management.

Feb 2019 – Jun 2021 · 2 yrs 4 mos

• Managed partner and vendor operations at Adobe, focusing on customer success and alignment with global objectives.
• Directed daily operations across multiple partner sites, ensuring compliance with service standards, KYC, and AML processes.
• Championed customer experience optimization through innovative service enhancements and retention strategies.

Feb 2017 – Jan 2019 · 1 yr 11 mos

• Supervised and evaluated client interactions across emails and calls, leading a team of 15 quality agents.
• Spearheaded quality assurance initiatives to maintain high service standards in customer communication.
• Collaborated with cross-functional teams to integrate chat support into Adobe’s customer service framework.

Nov 2015 – Jan 2017 · 1 yr 2 mos

• Executed strategic outreach campaigns to recover at-risk customer accounts, enhancing retention performance.
• Engaged clients through timely follow-ups to measure satisfaction and secure renewals.
• Developed targeted plans for high-risk customers, leading to improved account recovery rates.
• Anticipated churn indicators and deployed personalized interventions to mitigate attrition.

Jun 2014 – Oct 2015 · 1 yr 4 mos · Gurugram, Haryana, India · On-site

• Enhanced customer support processes for Google through innovative initiatives, improving overall user experience.
• Introduced chat support across multiple regions, significantly increasing accessibility for users.
• Trained a large team of agents, ensuring high-quality service and consistent communication.
• Achieved a notable increase in customer satisfaction through effective process reformulation.

Sep 2013 – May 2014 · 8 mos · Gurugram, Haryana, India · On-site

• Delivered specialized technical support for out-of-warranty customers, resolving complex internet connectivity and software issues.
• Drove sales initiatives by offering annual contracts, enhancing customer satisfaction and service continuity.
• Contributed to improved customer retention and satisfaction metrics within the US Line of Business at Dell.

Jul 2012 – Aug 2013 · 1 yr 1 mo · Gurugram, Haryana, India

• Provided top-tier service desk support for Ally Bank, addressing a variety of technical challenges.
• Efficiently managed ticket routing and resolved software issues, enhancing operational workflow.
• Handled password resets and connectivity problems to ensure uninterrupted employee support.
• Contributed to increased productivity and satisfaction levels among employees.