Jul 2024 – Dec 2024 · 5 mos · Hyderabad, Telangana, India · Hybrid

• Established strategies for hiring, marketing, employee engagement, and center operations to support the noble cause of the founders to provide quality therapy services to children with learning disabilities.

Oct 2020 – Jun 2024 · 3 yrs 8 mos

• Part of the C-team and owned the Global Customer Experience Organization (Professional Services (pre- and post-onboarding), Customer Support, Customer Success, Data& Process Ops, and People Enablement).
• As a seventh employee who grew into an executive team member, I wore several hats that contributed immensely to company growth, including contributing to several key initiatives. I contributed from the first customer to the $100 Mn ARR state.
• A deeper understanding of all customer-related operations with a strong passion for getting better in every aspect.
• Accountable for making 100% growth in ARR numbers almost every year, managed a considerable ARR customer base with minimal churn and high NPS globally across all regions, all business verticals, and all business sizes.
• In the last eight months, due to personal commitments, I worked part-time and owned the following roles:
• General Manager-IMS Region (India, Middle East, South East Asia)
• Customer & Employee Enablement
• Biz Ops (Data & Process Ops)
• Global IT Operations, India-Site Administration
• Strong people, product, and process focus. Known for adopting and establishing the right team structures and management practices for the team’s growth.
• Focused on deep details in operations, famous for empowering and showing team trust.

May 2019 – Oct 2020 · 1 yr 5 mos

May 2018 – May 2019 · 1 yr

Dec 2017 – May 2018 · 5 mos

May 2011 – Nov 2017 · 6 yrs 6 mos

Oct 2009 – Apr 2011 · 1 yr 6 mos · Hyderabad, Telangana

• I took a six-month sabbatical at SumTotal Systems to spend time with my first child, which later turned into a career break, as I was blessed to conceive and deliver my second child. :) I thoroughly enjoyed the full-time parenting and to-be-mother status and was recharged to restart my career by the end of this timeline.

Mar 2007 – Sep 2009 · 2 yrs 6 mos

• Established a Global Delivery Model in Professional Services for an enterprise product's SaaS offering.
• Managed large implementations & generated $300K revenue/quarter
• Steered Audit team that helped identify red flags for all projects
• Leader for COE to identify potential productivity & efficiency enablers for projects and people
• Achieved a cost-saving of US $250K by implementing a Lean Six Sigma (DMAIC) program to reduce non-billable time(reduced from 12.5% to 3%)
• Built & maintained customer/partner/vendor relationships; managed multiple project activities, including delivering P&L/revenue, budgeting, and forecasting
• Identified, defined, and initiated new service lines & solutions to enhance the service revenue
• Determined the opportunity to develop add-ons to the enterprise product; collaborated with the Product Management team to define the add-on roadmap and led the delivery of the add-on features
• Generated a business opportunity of over US $500K by creating Custom Solution Packs
• Known for creating repeatable, predictable models to ensure operational efficiency (Data Migration Factory, Audit teams, etc.)

Feb 2006 – Feb 2007 · 1 yr

May 2005 – Jan 2006 · 8 mos

• One of the four picked up this role when introduced in India operations. I am excited about this opportunity, although it is a line change (from development to customer-facing role), as I realized I like being in front of customers to ensure they get the value from the product as intended. I earned this by successfully resolving a complex, high-value escalation with one of the enterprise accounts.

Oct 2004 – Apr 2005 · 6 mos

Sep 2003 – Sep 2004 · 1 yr

Oct 2002 – Aug 2003 · 10 mos · Hyderabad Area, India

Aug 2000 – Sep 2002 · 2 yrs 1 mo · Hyderabad Area, India · On-site

• Developed a few websites for e-commerce (malamall.com) and social engagement/media streams. When I look back on what we tried doing back then, it was an attempt to create Amazon and Facebook of that time :) This shows clearly the outstanding ideas that our boss, Abhay Deshpande, came up with.

Nov 1998 – Aug 2000 · 1 yr 9 mos · Hyderabad Area, India