Headline

CX @ Rippling | Operations, Strategy and Customer Experience | MIT, Manipal

About

Logic-driven problem solver with a customer-centric approach focused on scalability and optimization of existing products and processes.

Location

Bengaluru

Work experience

Senior Manager - CX for Talent Products Portfolio at Rippling, Apr 2025 - Present · 1 yr 5 mos, Bengaluru

Manager - CX for Talent Products Portfolio at Rippling, Jan 2024 - Mar 2025 · 1 yr 3 mos, Bengaluru, Karnataka, India, - Responsible for setting up and scaling Talent Product support (supporting 5 different product SKUs) from ground up. Started with team of 2 IC's in January 2024 and scaled the team to 25+ ICs so far. - Worked with training and content leads to setup training framework, customer facing and internal documentation for Talent product support. The training framework allowed all new ICs to be able to support our customers on chat since their week 3 at Rippling. - Managed Talent support and operations while ensuring all key KPIs are met while keeping CSAT above 90% while maintaining quality above 90% . - To ensure optimal quality of deliverables and fix declining quality in terms of product knowledge of agents and triage of customer issues. Devised a process and corresponding KPI that allowed improvement in overall quality. - Coached leads and senior ICs on team to be able to succeed in their current roles while preparing them for new roles. - Setup automations to ensure smooth operations of Talent Support team. - Worked with Engineering stakeholders to deliver product improvements and new release while maintaining accountability and timelines. - Followed Data driven approach by setting up real time dashboards that allow monitoring of key KPIs to be able to proactively address day to day problems such as delayed responses, managing customer escalations and improving quality.

Senior Lead - CX and Operations at Rippling, Jun 2023 - Dec 2023 · 7 mos, Bengaluru, Karnataka, India, - Oversaw and managed the successful migration of the Account Operations team from Operations to Customer Experience domain, streamlining processes and improving selfserve functionality. - Drafted the future state for Account Operations processes, collaborating with cross-functional stakeholders to ensure efficient and effective operations. - Trained Account Managers and Implementation Managers on leveraging Account Operations offerings, enhancing their ability to provide comprehensive support to customers. - Led and managed the launch of Rippling Recruiting, setting up support processes and frameworks, and providing training to personnel. - Implemented a self-serve implementation framework for Rippling Recruiting, facilitating a seamless transition from HiringThing and Greenhouse. - Launched Rippling Recruiting with chat support from day one, in addition to conventional email support, ensuring a high level of customer service. - Collaborated with the New Products Support team to draft and publish 71 help center articles related to Rippling Recruiting, providing comprehensive resources for customers. - Managed queue and workforce management, scheduling for all new products in the New Products team and Account Operations team, optimizing resource allocation and ensuring efficient operations. - Conducted quality assurance for the entire Account Operations and New Products Support team, implementing measures to improve the overall quality of support provided to customers. - Currently working on automation initiatives, leveraging Slack workflows and frameworks to improve work processes for the New Products and Account Operations team, with a focus on improving key support KPIs such as Time to First Response (TFR), Customer Satisfaction (CSAT), and Help Center (HC) deflection.

Primary Engineer, Signature Success (Commerce Cloud) at Salesforce, May 2019 - Sep 2019 · 5 mos, Hyderabad Area, India, - Responsible for providing the highest level of expertise for post-sales support activities, engaged in triaging of product defects before assignment to product Scrum teams. - Reviewing and discussing strategies to prevent recurrences on production-impacting occurrences. Attending defined Quarterly Success Reviews on-site, along with success management team and strategic customer stakeholders. - Involved in full-stack troubleshooting across Application, Web and Database layers. Internet development technologies (HTML, XML, API, SQL, etc.). Driving complex, high-profile cases and escalations for B2C commerce, code debugging, custom-code analysis, and serving as subject matter expert (SME) to ensure the highest level of customer satisfaction. - Proactively supporting the deployment of online Commerce Cloud services; AppDynamics & Grafana for performance monitoring and data visualization. Participate in multi-bridge line for Hype Sale launch events, updates, and critical ongoing matters. - Involved in envisioning, sourcing and improving existing processes/procedures. Contributing to the development of practices associated with incident prediction and prevention capabilities. - Mentoring and managing other team members on new products, changes related to products and involving Engineering and product teams for the product-related issues and bugs - Creating knowledge base materials dedicated to operational efficiency while also empowering and enabling the greater support community

Developer Success Engineer at Salesforce, Feb 2018 - May 2019 · 1 yr 4 mos, On-site, - Responsible for mentoring new hire, monitoring case queue, workload and managing ongoing escalation and emergency issues. - Review US PST Technical support engineer customer satisfaction scores on weekly basis for developing incremental strategies for a better customer experience. - Present Commerce Cloud solutions, work with partners or customers through face-to-face, video conferencing, email and Salesforce ticketing system. - Responsible for providing technical support to partners and customers of the Commerce Cloud platform with a range of deliverability tools and web technologies such as JavaScript, CSS, HTML, XML, API, WSDL, Firebugs, Eclipse, Grafana Health Chart, Dynatrace Synthetic Monitoring Alerts, SQL scripts, Cygwin Terminal, WebDav Client Tools, Status Page and eCDN. - Act as Commerce Cloud product expert, write knowledge base articles, educate customers or partners on new products or services including best practices. - Identify and troubleshoot technical issues, drill down and deep dive to the root cause, explore the information, keep customers informed and updated in timely manner until issue has been resolved to customers’ satisfaction. - Proactively monitor platform performance and work with customers to avoid or reduce problem occurrence. - Understand Commerce Cloud technologies, troubleshooting practices and standard operation procedures to ensure successful resolution of Commerce Cloud product issues.

SDE at Publicis Sapient, Jul 2015 - Jan 2018 · 2 yrs 7 mos, Bengaluru Area, India, -Developed Digital Consumer Experiences based on Demandware Cloud based platform -Worked on development and requirement based optimization of features such as faceted navigation ,customer account,shopping cart,product search,order management and social media aspect of e-commerce. -Involved with the diagnosis and solution of problems related to e-commerce and Demandware implementation for end to end e-commerce business solutions -Worked on e-commerce implementation on Demandware platform ,MVC pattern,Eclipse -Good Experience with Demandware Business Manager ,worked with the concepts of price and inventory along with external vendors to set up feeds and processes for development and successful integration of third party services. -Handling the Data and Data flow via XML and JSON to and from Business Manager, among SIG’s and Data sync between PIG’s and SIG’s. -Worked on the logs for PIGs and SIGs for better code optimization by reducing memory leaks and ensuring maximum code reusability and better site performance. -Handled migration and implementation of analytics for a major cosmetics client ,helped them migrate from Coremetrics based analytics to GA 360 analytics ,providing optimized and robust analytics tracking for the SFCC based e-commerce implementation by creating an analytics tracking script based on diversified Business Logic in sync with tracking various third party interaction on the environment. -Handled implementation of Adobe Analytics for the checkout ,writing an API which tracks various attributes of the items in the shopping basket of Registered/Guest user.

Engineering Intern E-commerce SCG - Demandware at Publicis Sapient, Jan 2015 - Jul 2015 · 7 mos, Bengaluru Area, India, -Resolved high and medium priority E-commerce business issues for Godiva Chocolatier US, on their Demandware implemented E-commerce business solution. -Provided the third party integration of Experian for marketing optimization on the Demandware based E-commerce solution resulting in precision customer targeting and Data Management -Worked with SOAP and REST based web services for seamless integration with the Deamandware Cloud based e-commerce solution. -Involved with development of a Spring MVC based E-commerce application with the use of controllers -Involved with User experience and Design of Android counter part of the Spring MVC based E-commerce application leveraging the data points of existing MVC database using JSON to GSON conversion for better transactional control and granularity .

Education

Bachelor of Engineering - BE, Information and Communication Technology, Manipal institute of technology

ISC(Grade 12 Examination) and ICSE(Grade 10 Examination), Science with Computers, Computer Science, Dr.Virendra Swarup Education Center