Headline

Driving Strategy, Growth & Customer Success | Project Management & Operational/Process Excellence | Program Manager- Business Excellence @ Tata Play

About

Ops strategist meets product thinker—I design AI-driven systems that cut chaos, elevate experience, and make support feel effortless. My toolkit: LLMs, NLP, automation, and a bias for building bots that actually think. I turn broken workflows into intelligent, scalable journeys; write PRDs that move teams; and create processes that never ask the same question twice. Strategy, excellence, and GenAI-led execution—that’s my lane. If it can be automated or given a brain, I’m already sketching v2.

Location

Bengaluru

AI stack

claude code

claude

codex

elevenlabs

hugging face

Work experience

Manager- Business Excellence at Tata Play Ltd, Oct 2024 - Present · 2 yrs, Bengaluru, Karnataka, India

Program Manager at Onsurity, May 2022 - Sep 2024 · 2 yrs 5 mos, Bengaluru, Karnataka, India, -Claims Support Process Formalization: Developed and implemented a structured claims support process. -CSAT and NPS Improvement: Designed strategies to enhance customer satisfaction and net promoter score across products. -Automation of Endorsement Process: Managed automation and API integration for the endorsement process. -Recon Automation for Payments: Automated payment reconciliation and enabled auto-refunds. -UPI Autodebits Integration: Implemented UPI autodebits as an alternative to credit card auto payments. -Claims Processing Automation: Utilized OCR technology to automate claims processing. -Leadership and Development: Led the launch of IVR and WhatsApp BOT for 650K users, automating queries and reducing low-interaction queries by 50%. Fostered a high-performance, collaborative team culture. -Strategic Oversight: Developed and managed project plans, timelines, and budgets. Provided strategic insights, partnering with product, marketing, and technology teams to shape customer support strategies. -Operational Excellence: Managed CRM automation to ensure adherence to performance metrics. Conducted quality audits and implemented operational improvements for the customer success team. -Knowledge Management: Created SOPs and guidelines, ensuring efficient processes across departments and consistent performance management. -Team Management: Managed team performance, ensured metric adherence, and promoted motivation through training and mentoring. -Stakeholder Relationship Management: Collaborated with product, marketing, and technology teams, authoring PRDs and BRDs to address and resolve key issues. -Quality Management: Conducted regular audits, provided feedback, and rolled out product knowledge sessions. Analyzed DSAT to identify areas for improvement. -Customer Success & Escalation Management: Handled key clients and escalations, resolving disputes and maximizing upsell/cross-sell opportunities.

Customer Success Operations at CRED, May 2021 - May 2022 · 1 yr 1 mo, Bengaluru, Karnataka, India, -Spearheaded customer relationship management across social media platforms (Facebook, Twitter, Instagram, LinkedIn). -Ensured first response TAT of under 3 minutes, significantly enhancing customer engagement and satisfaction. -Led training sessions for onboarding new team members and conducting refresher courses to improve productivity and accuracy. -Integrated a new CRM tool to streamline social media management processes. -Executed the ORM plan in close coordination with the marketing team. -Monitored key metrics and published daily, weekly, monthly, and quarterly performance reports. -Conducted weekly and monthly reviews on performance and challenges. -Published stack rankings to assess and drive team performance.

Escalation Manager at NestAway Technologies Pvt Ltd, Aug 2019 - Apr 2021 · 1 yr 9 mos, Bengaluru, Karnataka, India, -Handled social media escalations, ensuring timely resolution of critical issues affecting the company's online presence. -Managed investor escalations by directly coordinating with stakeholders to address high-priority concerns. -Actively dealt with boiling queries, handling sensitive and urgent customer issues with efficiency. -Recognized as a high-performing individual, consistently meeting and exceeding performance targets while leading the team to deliver exceptional results.