Experience

• 

  SaaS Labs

  • Bengaluru, Karnataka, India

  • CEO’s Office

    • Nov 2021 - Present
    • Bengaluru, Karnataka, India

    SaaS Labs is a Series B, Sequoia funded startup in the (you guessed it!) SaaS space focused on providing sales and customer support solutions for SMEs.Fortunate to get a chance to work on exciting and very high ownership projects here. Currently leading one of the key products of SaaS Labs - Help...

• 

  Helpwise

  • Product and Business Head

    • Nov 2021 - Present
• 

  Freelance

  • Freelancer

    • Sep 2021 - Oct 2021

    Took my first ever (rejuvenating) break since I started working. On the side, helped a US based IoT hardware company for efforts on their first round of fund raising.

• 

  Meesho

  • Bangalore Urban, Karnataka, India

  • Strategy Manager, Customer Experience Head

    • Jul 2021 - Aug 2021
    • Bangalore Urban, Karnataka, India

    Responsible for NPS and leading the customer support org of 1500+ agents. Met a lot of brilliant people and got a fair bit of learning even in 1.5 months. Identified main reasons for detraction related to returns and refunds and their solves. Chose to leave because of differences in working style...

• 

  Vahan Inc.

  • Bengaluru, Karnataka

  • Operations - Online Fulfillment & User Experience Lead

    • May 2020 - Jun 2021
    • Bengaluru, Karnataka

    Vahan is a Y combinator (S'19) and series A startup which specializes in high volume recruitment of on-demand workers using AI and Whatsapp integrations. I had an amazing growth journey at Vahan - got the chance to get my hands dirty and build things from scratch. I was a part of the Core Ope...

• 

  ANAROCK

  • Mumbai Area, India

  • AVP - West India Strategy head / Group Strategy

    • Apr 2019 - Apr 2020
    • Mumbai Area, India

    ANAROCK is a startup in the real estate space (revenue >250 Cr. in FY 20), with a unique business model of providing complete research, sales, marketing, strategy and customer support for developers.I started off with leading Strategy, West India for ANAROCK Residential, wherein I was responsi...

• 

  Lodha Group

  • India
  • Real Estate
  • 700 & Above Employee

  • Deputy General Manager (Corporate Strategy)

    • May 2018 - Mar 2019

    Undertook revamp of entire customer lifecycle from booking to possession to enhance CX: NPS increased by 20-30 points across teams1. Interaction reduction by 35%: Introduced customer portal with an AI enabled chatbot integrated with internal CRM (Salesforce). Integrated CRM with IVR to answer common queries of customers during non-working hours. Introduced proactive communication at all funnel stages2. Improved manpower efficiency, saved costs of 7Cr. per annum: Automated various processes, e.g. Sales order creation, auto-tasks for customer care associates, Email to case functionality (auto-case creation & assignment of customer emails)Worked with Robotic Process Automation (RPA) to eliminate manual, repetitive tasks. This also improved employee satisfaction with a reduction in their work hours by 2.5-3 hours3. Analytics & Dashboards: Created automated, real-time dashboards for all levels in the org. to track and drive key metrics4. Escalation reduction from 3 % to 0.3%: Integrated IBM's AI tool called Watson to predict customer escalations. Addressed common escalation reasons through process changes.

  • Associate General Manager (Corporate Strategy)

    • May 2017 - Apr 2018

  • Associate General Manager (Marketing)

    • May 2016 - Apr 2017

    Was promoted from Associate Brand Manager to Brand Manager in a span of 6 months, wherein I handled the Hyderabad market + Outstation verticalI was key to increasing the contribution of Outstation vertical to a steady 9% from 3-4% previously.Hyderabad (Lodha Bellezza, Lodha Meridian, Casa Paradiso) was the only market to exceed 100% targets in FY 17. I independently led 6 high-intensity campaigns across 3 projects by conceptualizing value propositions based on product and customer assessment. Delivered end-to-end media campaigns via print, radio, OOH and digital, conducted BTL activities and actively engaged Presales and Loyalty verticals for lead generation, leading to an average increase of 15% in weekly walk-ins as compared to campaigns in previous year, while keeping within the yearly marketing budget.

• 

  Credit Suisse

  • Mumbai Area, India

  • Equity Sales Trader (Intern)

    • Apr 2015 - Jun 2015
    • Mumbai Area, India
• 

  Mu Sigma

  • Bengaluru Area, India

  • Trainee Decision Scientist

    • Nov 2013 - May 2014
    • Bengaluru Area, India