Headline

Head of CX & Support Operations |Udaan · Flipkart · Licious| NPS 80+| P&L Owner| INSEAD

About

I like building things from the ground up. With 18+ years across Customer Experience, Customer Operations, E-commerce, SaaS and Supply Chain, I have worked with companies such as Flipkart, Zopper, Licious, Udaan and ITILITE. My strength is building customer operations that can keep pace with growth — putting the right processes, teams, technology and metrics in place before scale starts creating problems. I have worked across customer experience, returns and reverse logistics, seller claims and supply-chain losses, CRM and automation, capacity planning, forecasting, P&L, social media escalations and customer reputation. I have worked with Salesforce, Freshdesk and in-house CRM platforms, and have built and improved operations across different stages of business growth. After a career break for family responsibilities, I am now looking to work with a founder-led company, particularly an early-stage D2C or consumer business, where I can build the customer and operations engine, solve messy problems and help the business scale.

Location

Bengaluru

AI stack

claude

glama

openai

ChatGPT

Work experience

CX Leader at Independent Consultant, Greater Bengaluru Area, During my career sabbatical, I dedicated my time to executive learning and caregiving while exploring operational innovations. I focused on enhancing customer experience and service delivery through independent projects. My commitment to advanced learning in leadership and operational systems has equipped me with valuable insights into support operations and operational excellence. Had a short engagement with a 0 to 1 stage startup in streamlining operations and support from July ‘26 till Aug’26.

Director of Support at ITILITE, Apr 2022 - Oct 2023 · 1 yr 7 mos, Bengaluru, Karnataka, India, Worked on stabilising customer experience and operational outcomes in a B2B2C travel and expense platform operating across India and the US. Focused on how CX cost and experience evolve as customer base, policy complexity, and usage patterns scale. Partnered with product, engineering, and operations teams to simplify workflows, clarify ownership, and reduce friction across customer and internal journeys.

Head Return operations at udaan.com, Dec 2018 - Apr 2022 · 3 yrs 5 mos, Bengaluru, Karnataka, India, Led work on stabilising the returns and post-order experience as scale introduced complexity across sellers, logistics, and warehouses. Shaped rules, incentives, and ownership models affecting loss, fraud, and trust, and built mechanisms to prevent leakage as volumes grew. Worked closely with operations, product, and risk teams to convert on-ground issues into clearer policies and review processes.

Senior Manager at Licious - Born to meat, Jul 2017 - Aug 2018 · 1 yr 2 mos, Bengaluru Area, India, Set up the Customer Happiness Center and defined how CX was owned centrally. Owned the Voice of the Customer across products, channels, and customer segments. Drove changes across functions when complaints pointed to systemic issues. Closed the loop on food quality complaints, aligning CX outcomes with FSSAI compliance.

Head of Customer Support at Zopper.com, Jun 2015 - Jun 2017 · 2 yrs 1 mo, Noida Area, India, Built the operating model for a hyperlocal marketplace.

Education

Bachelor of Technology - BTech, Computer Science, Pondicherry Engineering College

Strategy Innovation and Leadership, INSEAD