Feb 2022 – Feb 2023 · 1 yr · India

• As Head of Customer Success was instrumental in building and scaling the Customer Success team for Bark’s Indian Operations in Bangalore, focusing on delivering exceptional customer experiences and driving revenue growth. Key achievements include:
• Managing and supervising a high-performing team of Customer Success Agents.
• Identifying training needs, conducting sessions, and maintaining high-quality datasets.
• Performing regular QA checks, improving workflows, and overseeing daily operations.
• Acting as the main contact for stakeholders and providing senior management updates.
• Recruiting top talent and implementing a strong inside sales and product support framework.
• Onboarded and activated 2500+ professionals, with sales of 45+Lac through their first starter pack purchase.
• Achieved a 95%+ inbound answer rate, 80% email response rate within 24hrs, and 135+ tickets solved per agent daily, boosting NPS and customer retention.

Sep 2020 – Jan 2022 · 1 yr 4 mos · Bengaluru, Karnataka, India

• Strategic Business Growth & Expansion Lead with a proven track record of driving sustainable, profitable growth in South India. Successfully developed and executed initiatives that strengthened relationships with key clients like Paytm, Amazon Pay, Amazon IHS, Amazon Wholesale, Ninja Cart, and Google Pay. Key achievements include:
• Creating and executing business growth plans to expand client relationships and deliver impactful results.
• Designing and implementing operational process flows to enhance efficiency and effectiveness.
• Building and leading high-performing teams, focusing on talent development and leadership growth through targeted training.

Apr 2020 – Sep 2020 · 5 mos · Bengaluru, Karnataka, India

• On-Demand Home Services Strategy & Launch Lead: Collaborated with the Founder to successfully launch on-demand services across 15 cities, developing city-specific operational strategies and building high-performing teams. Managed the onboarding of service partners, ensuring seamless delivery and high customer satisfaction.
• Housejoy Mart Lead (Bangalore): Led the development of the Housejoy Mart website during the COVID-19 lockdown, overseeing product availability and order processes. Introduced essential product categories and collaborated with cross-functional teams to ensure timely delivery through the service partner network. Played a key role in scaling the online marketplace business, focusing on inventory and logistics management.

Aug 2019 – Jan 2020 · 5 mos · Bengaluru, Karnataka, India

• Responsible for StoreKing Bazaar: Collaborated closely with the Founder, Co-Founder, and cross-functional teams (Product, Design, Marketing, Insights, and Supply) to create new service offerings for StoreKing Franchises. Key achievements include:
• Empowering rural retailers to list products for Buy & Sell, Services, Jobs, and Rentals on StoreKing Bazaar.
• Designing and executing the GTM plan for expansion into rural markets.
• Leading Town Hall meetings to engage and align teams on key objectives.

Nov 2018 – May 2019 · 6 mos · Bengaluru, Karnataka, India

• Led the launch of Paytm B2B Wholesale app across 8 districts, Led the end-to-end product launch lifecycle resulting in a successful launch and onboarding of 2400+ retailers, achieving a 45% activation rate within the first 4 months. - Scaling online marketplace business.
• Onboarded 7500+ active banking partners across 55+ towns and trained 840+ Banking Outlets (BOs) to function as ATMs.
• Launched Offline Scan & Pay (QR Code) across 25 districts in Karnataka, conduct cashless awareness programs.
• As Sr. Category Manager - Launched and managed P&L for Camera Accessories, DTH, Gaming, Security,
• and Home Entertainment categories. Established brand alliances with Sun TV DTH, Sony, Cannon, Nikon and more. Scaling online marketplace business with managing inventory & logistics.

Sep 2017 – Oct 2018 · 1 yr 1 mo · Bengaluru, Karnataka, India

• Launched Paytm Payments Bank Team in Karnataka & headed the Growth & Operations for Karnataka.
• Enrollment of Active Agents & Distributors | Active customer acquisition for Paytm Payments Bank .
• Managed the Paytm Payment Bank channel distribution network & teams across the 15 southern districts of Karnataka.
• Hired & managed a workforce of 170+ Field Sales Executives, 17 TLs & 2 Zonal Managers who were responsible in acquiring active Business Correspondence Agents (BC Agents)
• Present in 55+ towns & on-boarded over 7500+ active BC Agents covering all the DHQs, THQs , who can enroll new customers for the Paytm Payments Bank
• Identified & On-boarded 840+ Active Banking Outlets (BOs) who were trained & certified to do deposit & withdrawal transactions for Paytm Payment Bank customer.

Jun 2016 – Aug 2017 · 1 yr 2 mos

• Outbound / Offline Payments & e-Wallet | Customer & Merchant Acquisition .
• Launched Paytm's Offline Scan & Pay (QR code) business team for Merchant Acquisition across 25 districts of Karnataka.
• Overlooked the entire Growth, Operations & performance of Agents & Team leaders across 25 districts of Karnataka who are involved in enrolling offline Retail stores, auto, taxi drivers to accept payments from customer via Paytm QR code & a strong base of Paytm Resellers who are offering Paytm services & products to customers.

Sep 2014 – May 2016 · 1 yr 8 mos

• Responsible for driving, managing, increasing the sales & revenue of the category at Paytm.com. Managing the P&L of the category. Scaling online marketplace business with managing inventory & logistics .
• Categories / Verticals launched by me on Paytm E-Commerce -
• DTH - Set top boxes, Camera Accessories, Security Systems [CCTV Camera, Spy Camera, DVR, Motion Sensors, Bio-Metric Systems], Sports & Action Camera, Instant Camera, Audio Video Accessories, Home Theaters, Streaming Devices, Room Heaters, Fans & Water Purifier.
• Dealing with brands to ensure alliances are built. Driving category relationships with the large retailers & managing a portfolio of different retails brands and developing appropriate strategies for each.

Dec 2013 – Aug 2014 · 8 mos · Bengaluru, Karnataka, India

Dec 2012 – Nov 2013 · 11 mos · Bengaluru , India

• India Homes is India's premier property services and advisory company, founded and run on the core values of Trust, Integrity, Service and Excellence, offering its customers the best advice and assistance in buying property in India. Headquartered in New Delhi with regional offices across NCR, Mumbai, Bangalore and Kolkata.
• Roles & Responsibilities : Developer Engagement Process - Developer relationship, Developer support (marketing & sales), New project launch with Indiahomes exclusive, Developer recoveries, Developer Invoicing, Developer review calendar jointly with sales/operations/collection, Developer MOU negotiation – Preferential pricing & Enhanced brokerage, Developer recognition for Indiahomes as a brand.
• New Project tracking & Focus Project Selection, MOU Tracking, Territory Analysis, Recoveries and Invoicing, Developer Market Share Growth, Competition Tracking.

Mar 2011 – Nov 2012 · 1 yr 8 mos · Bengaluru , India

• At Flipkart.com, I managed key product categories such as Cameras, Camera Accessories, and Large Home Appliances at a national level. My responsibilities and achievements included:
• Driving business relationships with brands, suppliers, distributors, and key vendors for direct sourcing, co-promotions, and account management.
• Spearheading the launch of Camera Accessories, Air Conditioners, and Air Coolers categories.
• Conducting market research on pricing, product movement, competition, and bundling strategies.
• Managing category escalations and overseeing store front merchandising and consumer promotions to drive traffic.
• Partnering with operations, technology, and product development teams to recommend and implement new business initiatives.
• Overseeing sales, selection, vendor relationships, profit margins, inventory utilization, and conversion rates.
• Reducing out-of-stock cancellations, procurement breaches, and customer returns by working closely with internal teams (procurement, logistics, customer service, and operations).
• Developing long-term, customer-centric delivery strategies to enhance the overall onsite experience.
• Recognition:
• Promoted from Assistant Manager, Business Development within 9 months.

Oct 2002 – Dec 2010 · 8 yrs 2 mos · Bengaluru , India

• With 8+ years of experience at HSBC, I have led and managed Call Center teams in Customer Service, Sales, Retail Banking, and Mortgage operations. Key achievements include:
• Providing end-to-end customer service for deposit accounts of HSBC customers in the USA.
• Leading Customer Service and Mortgage teams with a span of control of 15-18 FTEs, managing both high-volume voice and processing teams.
• Piloting the migration of Personal Internet Banking processes from Buffalo, USA to Bangalore in April 2006, ensuring smooth transition and alignment with business goals.
• Managing attrition, retention, absenteeism, and staffing levels through effective forecasting and resource allocation.
• Offering regular feedback to teams to improve performance and resolve escalations promptly, ensuring maximum customer satisfaction.
• Maintaining HSBC’s internal control standards, including audits and compliance with regulatory requirements.
• Building strong relationships with business partners and operational teams to deliver top-tier customer service.
• Recognition:
• Successfully applied Lean Methodology, saving over $2000 annually in 2009-10.
• Chosen to lead the Personal Internet Banking process migration from Buffalo to Bangalore with SMEs in 2006.
• Promoted from Customer Service Executive within 14 months and awarded the Managing For Value team multiple times.