Visionary Business Leader
With over 18 years of progressive experience spanning customer experience, success, sales, service delivery, and operations, I bring a proven track record of exceeding client expectations and driving transformative business outcomes.
My expertise lies in crafting innovative, strategic frameworks for operational excellence that consistently deliver measurable results across diverse industries and geographies.
18+
Years Experience
Progressive leadership across CX, sales, and operations
$1.5M+
ARR Growth
Driven across MEA, Australia & Singapore
80Cr+
Monthly Revenue
Generated through D2C/B2C Inside Sales
Current Leadership Roles
2024 - Present | Consultant
ESG & Sustainability
Led end-to-end ESG strategy and Sustainability reporting, strengthening UAE regulatory compliance by 30% through data-driven oversight and comprehensive stakeholder engagement.
Enterprise Gap Analysis
Steered enterprise-wide gap analysis, compliance alignment, and stakeholder engagement to deliver 20-25% performance uplift across multiple business functions.
Operational Excellence
Achieved 32%+ efficiency gains by elevating core service delivery, operations management, cost optimization, and revenue growth through bespoke SaaS solutions, RPA, and AI automations.
AI-Driven Customer Success Leadership
2023 - 2024 | Head Customer Success & Director
Vue.ai & Blox.ai (MAD Street Den) - UAE
Directed $1.5mn+ ARR across MEA, Australia & Singapore for Vue.ai's AI retail SaaS orchestration platform, driving significant regional growth and market expansion. Built and led a high-performing 10-member CS/KAM team, achieving exceptional 95%+ CSat/NPS scores with zero churn.
Achieved 8% revenue growth through strategic upsell and cross-sell initiatives across Tier 1-4 B2B/Enterprise segments. Boosted Net Revenue Retention (NRR) by 8% and unlocked $450k+ in expansion revenue through analytics-led strategies and customer-centric engagement models.
95%
CSat/NPS Score
With zero customer churn
8%
Revenue Growth
Through strategic initiatives
23%
CS Metrics Uplift
Across CSAT, AOV, ATC, CR, UPT
Defined comprehensive CS KPIs/OKRs and drove 12%+ uplift with 121% ROI on performance initiatives, collaborating with cross-functional stakeholders to enhance customer success metrics by 23% cumulatively.
Insurance Industry Transformation
2022 | Director, Inside Sales & CX Operations
Acko General Insurance - PAN India
Sales Leadership
Spearheaded PAN India D2C/B2C Inside Sales for all Auto Insurance products, generating 80+ Cr. monthly revenue through strategic market positioning.
Conversion Excellence
Boosted sales conversions from 11% to 16% through innovative consultative Sales-Service-Sales model implementation.
Team Management
Managed 480+ FTEs across In-House and BPO vendor partners, driving exceptional performance in Sales and post-sales Customer Support.
Collaborated with internal stakeholders to implement strategic innovations for Renewals, increasing conversions up to 87%. Owned the entire portfolio P&L, elevating customer satisfaction from 84% to 93% while aligning operations with financial goals.
Crafted comprehensive business KPIs/OKRs and ILSS initiatives to improve YTD quality and sales efficiency by 4.92% across Voice, ORM, and Email channels.
Digital Transformation Across Industries
1
2021-2022 | Zoomcar
Director, CX and Sales Operations (Consulting)
Revamped end-to-end Guest & Host CX journeys and PAN India sales operations, boosting CSAT by 25%. Implemented AI automation and RPA globally, achieving 23% cost reduction and improved process efficiency through cross-functional collaboration and data-driven strategies.
2
2021 | Gameskraft
Associate Director, CX & Sales Operations
Led end-to-end customer experience and sales operations for real money gaming platforms Rummy Culture & Rummy Time. Achieved 22% player retention and 18% NPS uplift through strategic CX frameworks. Implemented support automation, journey analytics and KPIs/OKRs, enhancing CSAT, SLA performances and ARPU metrics across DAU, MAU, QAU.
3
2020 | Snapdeal
Head, CX Revenue Center & Seller Support
Transformed CX into a strategic revenue center by implementing conversion-led support models. Achieved 20% uplift in repeat purchases and 15% improvement in seller satisfaction. Optimized seller support operations through process automation and KPI-driven governance, enhancing TAT, CSAT, FCR, FTR, MTTR across Voice, Chat, Email & ORM.
Fintech & Enterprise Excellence
Lendingkart Finance Limited
2019 | Director, Revenue Operations & CX
Championed, built, and drove revenue operations and CX function by deploying customer journey analytics and NPS-based engagement models. Achieved a remarkable 25% increase in Customer Lifetime Value (CLTV) and 18% growth in digital MSME loan funnel conversion.
Enhanced Customer support efficiency through Business Process Reengineering (BPR), automation and KPI-driven metrics, boosting CSAT, TAT, and Ops Productivity by 30% across Voice, Chat, Email, ORM and backend Operations.
Tata Consultancy Services
2016-2018 | Customer Leader, Cognitive Business Ops
Executed enterprise and end-consumer-wide digital enablement operations, including CRM modernization and self-serve implementation across Australia & Philippines. Directed and pivoted end-to-end CX and Sales operations for 1200+ FTEs under a global delivery model.
Drove improved NPS, SLA adherence, and cost-to-serve optimization in high-scale BPS/BPM Utility services omni-channel environment.
Career Foundation & Growth
2006-2010 | GE
Assistant Manager, CX & Super Sales
Built foundational expertise in customer experience and sales operations at one of the world's leading conglomerates.
2010-2011 | Tech Mahindra
Manager, Operations & CX
Advanced operational management capabilities in a global technology services environment.
2011-2013 | Capgemini
Service Delivery Leader
Led service delivery initiatives for enterprise clients, driving operational excellence.
2014-2016 | Energizer
AVP, Operations & Customer Service
Elevated to AVP level, managing comprehensive operations and customer service functions.
Core Competencies & Expertise
Digital Transformation
Leading enterprise-wide digital enablement, CRM modernization, and self-serve implementation across global markets.
Analytics & Insights
Leveraging data-driven strategies, customer journey analytics, and KPI/OKR frameworks for measurable business outcomes.
Cost Optimization
Achieving significant cost reductions through automation, RPA, AI implementation, and process efficiency improvements.
Team Leadership
Building and leading high-performing teams across geographies, managing 480+ FTEs and driving exceptional performance.
Strategic Thinking
Crafting innovative frameworks for operational excellence, P&L management, and sustainable business growth.
Customer Relations
Consistently achieving 95%+ CSat/NPS scores through customer-centric engagement models and journey optimization.
Certifications
- Advanced RPA Professional (Automation Anywhere & UiPath)
- 6 Sigma Blackbelt (PMI India)
- ISO 27001:2013 (British Standard Institute)
- CMMI Services Level 3 - Apprised (QAI)
- Fundamentals of Digital Marketing (Google)
- AI and ML Foundations (IBM Skills Network, NASSCOM)
Education
Bachelor of Journalism & Mass Communication
Sikkim Manipal University
Languages: English (Fluent), Hindi (Fluent), Bengali (Native)
Let's Connect
Based in Delhi NCR, India and Dubai (UAE), I hold a valid Indian Passport and am available to relocate within 15-20 days for the right opportunity. With a proven track record of driving transformative business outcomes across diverse industries and geographies, I'm passionate about leveraging technology, analytics, and strategic thinking to create exceptional customer experiences and sustainable business growth.
Whether you're looking to transform your customer success operations, drive digital transformation initiatives, or optimize revenue operations, I bring the expertise, leadership, and vision to deliver measurable results.
Location
Delhi NCR, India
Dubai (UAE)
Dubai (UAE)
Availability
Ready to relocate within 15-20 days
Contact
[email protected]
+91 98981 68456
+91 98981 68456