Headline

Customer Experience Leader | Education & Equity Advocate

About

The Customer is at the heart of any business. Over the last 11 years across the Retail and E-Learning sectors, I have worked on both sides of the table- Sales and Service and hence am able to offer a holistic perspective when it comes to designing customer-centric strategies and growth initiatives. I truly believe that we cannot build a great experience for the customer without empathy. My work spans running large-scale customer lifecycle programs, experience transformation, and cross-functional stakeholder collaboration. I am adaptive and agile - both skills that have helped me succeed in fast-paced, high-impact environments. Apart from my core work domain, Education & Gender Equity are causes deeply personal to me. I have closely observed the inequity in access to education when it comes to children from low-income or minority communities. At the same time, I have also seen girls lose out far more than boys in this regard. I am also looking at dedicating some of my time to these causes. Outside of work, you’ll often find me curled up with a good book or listening to music with a pair of headphones on—it's where I recharge and find inspiration. DM for a quick chat or consult. Happy to help

Location

Bengaluru

AI stack

claude code

Work experience

Deputy General Manager- Customer Experience at ALLEN Digital, Jun 2025 - Sep 2026 · 1 yr 4 mos, Bengaluru, Karnataka, India, Leading Product and Customer Experience charter for the Online Business, responsible for Satisfaction (NPS,CSAT) and Renewals Also led Logistics & Program Management for Study Material dispatch to students - revamping the entire process to improve on-time delivery

Senior Manager - Global Customer Success & Strategy (South Korea & Middle East) at VIPKid, Jun 2024 - May 2025 · 1 yr, Beijing, China, Customer Success,Renewals & Retention Strategy for B2C - South Korea, UAE, Saudi Arabia

General Manager- Student Experience at BYJU'S, Jan 2023 - May 2024 · 1 yr 5 mos, Designed & executed long term strategy by defining Operational SOPs for the Customer Retention team, improving SLAs by 40% Led Manpower Planning, People Operations, Hiring & Resource Optimization for Student Experience Team Program Managed CXO-Level project team to address strategic questions, and increased Customer Retention by 9%

Senior Manager- Strategy & Planning at BYJU'S, Jul 2021 - Jan 2023 · 1 yr 7 mos, Bengaluru, Karnataka, India, Process & People Operations & Business Intelligence for the Student Experience team

Manager- Strategy & Planning at BYJU'S, Jun 2020 - Jul 2021 · 1 yr 2 mos

Management Intern at Microland Limited, Apr 2018 - May 2018 · 2 mos, Go-To-Market Strategy for Microland’s Managed Detection and Response Offering

Sales Officer at Hindustan Petroleum Corporation Limited, Jul 2013 - Jun 2017 · 4 yrs, Greater Chennai Area, Led Sales and Marketing of Automotive Lubricants - Maharashtra/Tamil Nadu regions Account Management of Channel Partners (Lube Distributors) Branding and Promotions through BTL activities Inventory Planning & Forecasting Market Research and Penetration to expand customer network Identifying and developing new markets, generating leads and ensuring client retention Team & Stakeholder Management

Education

PGDM, Marketing and Strategy, Indian Institute of Management, Lucknow

Chemical Engineering, Chemical Engineering, Dr B R Ambedkar National Institute of Technology, Jalandhar