Headline

Customer Excellence & Ops Leader | Building Scalable, Efficient Support Models with Human-AI Integration | SSBB

About

I lead CX and service operations for high-growth fintech, e-commerce, and gaming platforms,typically from the founder’s office, where scale, speed, and structure must coexist. My focus is on building agile, data-led teams and systems that improve efficiency without losing customer empathy. From launching AI-first support to transforming seller/user/UI/ experience, I’ve consistently delivered results through strong execution, lean operations, and cross-functional alignment. My leadership style is hands-on, outcome-driven, and always customer-first.

Location

Bengaluru

AI stack

aistudio

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claude

codex

claudecode

Figma Make

Work experience

CX | AI & Ops | Fintech at Kiwi, Sep 2023 - Present · 3 yrs 2 mos, India, Building CS at Kiwi 🥝 Founder's Office

Operations & CS Manger at Mobile Premier League (MPL), Aug 2021 - Sep 2023 · 2 yrs 2 mos, India, Founder's Office Striker | MPL Sports [Offical Kit Sponsor for Indian Cricket Team] Customer and Vendor Focus: • Delivering good Customer and Vendor experience by Improving call center efficiency (Customer Service & Seller support). • Enhancing the contact option for Customers/Sellers by redefining the chatbot and IVR flow. • Explaining the process and handling the second level of Customer or Vendor escalations. • Deep drive into the Social Media escalations and analyzing the issue by doing necessary RCA • Improving customer or vendor experience by means of increasing FCR percentage (Calls & Tickets) Problem Solving & Data Analysis: • Maintains and improves call centre operations by monitoring system performance, identifying and resolving problems. • Periodically check the process SOPs to enhance and betterment if any changes are required. • Conducting system audits and analyses, process improvement, and quality assurance programs. • Finding out service gaps and escalating at the right time (Fresh desk tool, Admin Console) • Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends • Stakeholder management to ensure customer escalations are closed within TAT. Process Improvement & Managing Processes: • Order fulfillment: Created a dashboard to populate the order breaches with respective to the Estimated shipping date to ensure the orders are delivered to the customer within the defined Estimated date of delivery. • Primarily working with Logistic, warehouse, category team, BI & tech team. • Cost per unit and Cost per call reduction by improving the productivity and efficiency • Shift Statistics, Skeleton preparing with forecasted data and roster handling • Driving all Process SLAs (CPU, Ticket TAT, C-sat, FCR, SM Complaints, Quality and etc)

CX Operations Manager at udaan.com, Jul 2019 - Jul 2021 · 2 yrs 1 mo, India, Founder's Office. Seller Support: ~Managing Email, Chat, Inbound, Outbound and Escalations. - Owned end-to-end seller experience operations, including returns, RTOs, and dispute management—impacting >100K+ sellers nationwide. - Reduced escalations and loss ratios by driving dispute resolution SOPs and launching proactive intervention models. - Decreased contact rate and improved CSAT by implementing structured RCA-based process changes across seller journeys. - Introduced seller-first playbooks and issue-resolution frameworks, improving resolution TAT by 25%. - Collaborated cross-functionally with product, category, finance, and ops to roll out scalable systems for returns and support. - Acted as the “voice of the seller” in internal forums, influencing product and policy changes based on data and feedback. RTO Disputes: ~Have managed a team of 35 associates to handle the RTO disputes. ~Involved in Hiring (entry & lateral levels). ~Setting up Process flow, flowcharts, Playbook & SOP. ~Built quality function to audit the transactional interaction. ~Have been a crucial contributor to reducing the RTO disputes by 90X, by bringing in a lot of process changes, process re-engineering, eliminating the NVA process, conducting surprise audits, implementing new packing materials, introducing reverse pick-up for wrong product claims and Quality check in FM logistics hubs. ~Draw inferences through data analysis and fix the problems.

Operations Team Lead at bigbasket.com, Jan 2017 - Jul 2019 · 2 yrs 7 mos, India, Spearheaded setup and stabilization of a new contact center in Hyderabad, managing hiring, SOPs, and end-to-end training. Improved call center efficiency by reducing AHT and increasing FTR rates across both customer and vendor support. Managed a peak volume of 40,000+ daily customer calls during festivals and flash sales, maintaining SLA and service quality. Automated address verification using geotagging, leading to a measurable drop in support tickets and delivery errors. Recognized 13 times as Best Team Lead for driving consistent quality, SLA adherence, and team performance.

Lead | PT & D at Allsec Technologies Limited, Nov 2013 - Dec 2016 · 3 yrs 2 mos, India, Projects: Pizza Hut (inbound/Escalation management/Outbound/Consumer Affair Complaint Management), Freecharge (Email support), Get it pages (inbound/outbound support), SBI (Customer service), CPP (credit protection plan)SBI/ICICI.NCS(National Career Service), TATA (LL,IMPS,FIBRE) outbound sales, Whirlpool CS, NCS(National Career Service), TATA (LL,IMPS,FIBRE) outbound sales, Whirlpool CS.

Customer Service Officer at Allsec Technologies Limited, Sep 2012 - Oct 2013 · 1 yr 2 mos, India

Education

Master's degree, Business Administration, Management and Operations, Capital university Jharkhand