Aug 2023 – Jul 2024 · 11 mos · Dubai, United Arab Emirates · On-site

• ⦁ Enhanced reporting visibility through structured daily, weekly, and monthly performance dashboards.
• ⦁ Oversaw operations during the Warehouse Head’s absence, ensuring seamless business continuity.
• ⦁ Defined 80+ customer contact reasons and launched Voice of Customer (VoC) insights for data-driven improvements.
• ⦁ Outsourced 16 non-Arabic seats to India, cutting cost per agent from AED 7,000 → AED 2,600 and saving AED 845K annually.
• ⦁ Fully outsourced call center operations to India, hiring bilingual agents at one-third UAE cost — delivering AED 3M in annual savings.
• ⦁ Revamped all customer-facing scripts, macros, and email templates to ensure brand consistency.
• ⦁ Expanded customer support hours to 24/7 coverage (excluding inbound) and reduced live response time from 24 hours to under 1 minute.
• ⦁ Switched telephony provider from Ziwo to Czentrix, saving AED 126K per year.
• ⦁ Piloted Tafaseel outsourcing during Black November, saving AED 561K in 45 days and improving SLA performance.
• ⦁ Introduced a Quality Assurance team for transaction-level audits and agent coaching.
• ⦁ Managed Black Friday operations with >95% SLA adherence and on-time fulfillment.
• ⦁ Added new service channels (Live Chat, Twitter, Inbound & US Helplines) to enhance accessibility.
• ⦁ Boosted CSAT from 20% → 70% within 6 months through service redesign and training.
• ⦁ Implemented NPS tracking and shared insights organization-wide for continuous improvement.
• ⦁ Launched a CX Head mailbox to provide escalated customers with a direct resolution channel.

Aug 2022 – Aug 2023 · 1 yr · Dubai, United Arab Emirates · On-site

Feb 2022 – Jul 2022 · 5 mos · Dubai, United Arab Emirates

• ⦁ Spearheaded the Customer Experience function at Shory.com, an insuretech platform, from pre-launch stage.
• ⦁ Joined as the first Customer Experience hire, laying the foundation for the entire CX function.
• ⦁ Built the customer support team from scratch, including recruitment, training, and onboarding of agents and support staff.
• ⦁ Established and operationalized the contact center from the ground up, starting at stage 0.
• ⦁ Designed and implemented core CX processes, including customer interaction workflows and escalation matrices.
• ⦁ Created essential support tools such as email templates, macros, and FAQs to standardize communication and improve efficiency.
• ⦁ Defined scope of work and service levels (FCR, L2 queries) in collaboration with internal departments and external partners.
• ⦁ Played a key role in cross-functional coordination to align customer experience with product, tech, and operations goals.

Dec 2020 – Feb 2022 · 1 yr 2 mos · Dubai, United Arab Emirates

• ⦁ Led a 150+ member CX team across India and the UAE, managing multi-channel support operations and full P&L ownership.
• ⦁ Delivered best-in-class customer experience across all touchpoints, ensuring consistent service levels and operational excellence.
• ⦁ Reduced IVR handling time by 1 minute, eliminating non-value options and saving AED 300K annually.
• ⦁ Revamped the quality framework, introducing new audit parameters, agent product assessments, and certified training modules with OJT programs.
• ⦁ Introduced new KPIs aligned to customer pain points, driving targeted performance improvements.
• ⦁ Implemented Voice of Customer (VoC) initiatives, analyzing contact reasons to identify process gaps and drive inter-departmental improvements.
• ⦁ Launched NPS campaigns, personally involving department heads in detractor callbacks and weekly reviews for actionable insights.
• ⦁ Reworked all customer-facing scripts, chat templates, and social media responses to ensure brand tone and accuracy.
• ⦁ Boosted agent productivity and efficiency with canned replies and scenario-based response templates.
• ⦁ Established a rhythm of daily stand-ups and monthly reviews to monitor D-1 metrics and ensure preventive and corrective actions.

Dec 2017 – Dec 2020 · 3 yrs · Greater Bengaluru Area

• ⦁ Spearheaded Customer Support operations from inception, growing the team from 6 to 670 members across multiple functions and locations.
• ⦁ Led L1 Operations, including Inbound, Email, Chat, Social Media, Grievance Helpdesk, Outbound, and Customer Verification.
• ⦁ Managed a diverse structure comprising 1 Manager, 6 Assistant Managers, 25 Team Leads, and 650 associates.
• ⦁ Established SOPs, SOWs, CRM systems, and telephony integrations, laying a scalable foundation for future growth.
• ⦁ Drove end-to-end hiring initiatives, covering both associate-level and lateral leadership recruitment to meet rapid expansion goals.
• ⦁ Implemented operational frameworks ensuring service excellence, productivity, and consistent customer experience across all channels.

Apr 2016 – Dec 2017 · 1 yr 8 mos · Bangalore

• I was managing multiple teams in mSupply which includes Fulfillment, Customer Support, Supplier Support, Payments, Order Punching, Collection, Catalog and the complete contact centre services.
• The team manages complete order life cycle at mSupply, from the time the order is placed until the order is fulfilled, fulfilment process includes order management system and vendor management, my team actively involves in coordinating between the customer and supplier for ensuring a smooth transaction. I was looking into payment collections which includes cash and cheque collection for both credit and non-credit order. I also manage the Contact centre operations which includes Email, Inbound and Chat Support, the team is also involved in converting chat and inbound queries into a lead – upselling.

Sep 2015 – Mar 2016 · 6 mos · Bangalore

• I have worked at Send My Gift as Head – Customer and Seller Support Operations. At Send my Gift, I was heading a team of 300+ resources who were actively involved in customer and seller support operations which includes teams like Inbound, Email, Chat, Outbound and Payment Operations. As a startup firm, I also got a chance to oversee Business Development and Logistics at Send My Gift.

Nov 2011 – Sep 2015 · 3 yrs 10 mos · Bangalore 560068

• I have worked with Flipkart for around 4 years in teams like Customer Support, Seller Support, Service Management, Payment Gateway, Return Management, COD, Invoice, etc. (Voice, non-voice, semi voice which is co related with Customer Service, Order Management, Backend Operations, etc.). I have handled as high as 200 resources at a time under my span.

Oct 2010 – Nov 2011 · 1 yr 1 mo · Bangalore

• I was a shift manager handling the complete night shift operations for an order management process. We were owning the end to end of order management process for EMEA and APAC region which had an SLA of as low as 4 hours.

Feb 2005 – Oct 2010 · 5 yrs 8 mos · Bangalore

• I have worked with Infosys BPO for 68 months, for a process called British Telecom which is UK’s largest telecommunication service provider, I was into billing and order management process for an Inbound campaign.

Jan 2003 – Dec 2004 · 1 yr 11 mos · Bangalore

• As a medical representative, my job was to promote the company products to medical institution and doctors.