I’m a high-agency leader/operator with a strong bias towards high-speed execution with 16 years of experience in building & growing business functions.
This is my online CV. You can download a copy here
Associate Director of Customer Experience (Nov 2022 – )
Sprinto – global leader in the compliance automation
- Created & administered the employee enablement program that reduced Time-To-Productivity by 66% from 24 weeks to 08 weeks.
- Consistently achieved >90% OKRs & “exceeded expectations” every quarter.
- Implemented G2 campaigns & achieved “Best Software 2024” by getting 552 G2 reviews, moving us up from #5 to #2 in global rank.
- Created data visibility into customer health, portfolios, etc that enabled managers to perform objective data-driven performance & deal reviews.
- Implemented an AI-powered chatbot that increased FCR by 231%.
- Revamped & standardised processes that increased customer onboarding capacity by 141%, from 34 to 82 customers per month and helped achieve a very high CSAT (98.4%) & an above-average NPS of 67.
- Created various playbooks on Success, Support, Hiring & Operations.
- Built the Customer Support function from scratch & hired 05 Support Specialists, 01 Business Analyst & 01 Manager.
- Edited & published 200+ technical how-to articles to the Knowledge Base.
- Assisted in various cross-functional products across Sales, Product & HR.
VP Partnerships (2021 – 2022)
Greenmor – ecommerce-as-a-service (Meesho competitor)
- Responsible for setting up supply-side operations: sourcing, vendor onboarding, inventory management, logistics, compliance, etc.
- Built & managed an inventory of over 7,000 unique SKUs by finding and building relationships with over 150 vendors (manufacturers, traders, suppliers).
Director of Customer Success (2020-2021)
PaperShala – B2B SaaS selling online assessment software to corporates
- Responsible for growing recurring paying customers & setting up support team and function.
- Recruited & trained the support team and grew recurring paying customers by 8x.
Co-Founder & COO (2016 – 2020)
SkyFut – Jaipur’s first rooftop sports arena for playing box cricket & futsal.
- Responsible for the partnerships, operations, event planning and management.
- Grew to 2000+ customers & hosted 200+ events including RedBull.
- Pioneered this category in Tier-2 cities.
Head of Sales (2015 – 2016)
Vikram Energy – solar power plant installation & service agency.
- Helped set up the state’s first net-metered (bidirectional) solar-powered plant.
- Responsible for lead generation, executing marketing campaign and field sales. Generated over 4000+ leads.
Co-Founder (2012 – 2015)
KS Industries – pyrolysis plant producing oil & carbon black
- Responsible for multi-crore worth of procurement & inventory
- Helped state’s pollution control board to define the pollution control standards for the pyrolysis industry.
Business Unit Manager (2010 – 2012)
Chaaypani – chain of cafes that also introduced India’s first single-serve tea & coffee premises
- Responsible for building the in-house customer experience, providing support and building CSM team along with building brand awareness.
- Set up a centralized kitchen, food supply chain (packaging, storage, distribution). Also created various recipes for frozen snacks.
Customer Support Executive (2008 – 2010)
Landmark – India’s first eco-friendly water dispensers.
- Responsible for providing customer support to enterprise clients such as BlueStar, Voltas, Cadbury Schweppes, CocaCola, Usha Shriram & Rasna
EDUCATION
- Bachelors in English Literature & Psychology, ICFAI (2011)
- Senior School, Little Flower College, Hyderabad (2008)
- High School, Vidyaranya, Hyderabad (2006)