About
I work at the intersection of customer experience, product journeys, and CRM systems—focused on driving customer activation and revenue. Currently, I lead assisted sales and CX transformation at Kotak Neo, building a phygital (digital + assisted) model that connects customer intent with conversion.My work includes: * Scaling CRM-led assisted sales for 1000+ RMs and dealers * Driving onboarding, activation, and reactivation journeys using behavioral signals * Managing CX product initiatives across broking, activation, and support (↑ NPS by ~10 points) * Building feedback and campaign systems using Salesforce and CleverTap * Transforming contact center into Salesforce-led omnichannel (chat, voice, email, social) * Improving IVR/chatbot containment by ~30% Previously worked with Freshworks, with exposure to SaaS products and customer engagement platforms. Deep interests in customer activation, lifecycle growth, and AI driven CRM-led revenue systems.
Work experience
Lead- CRM, AI agents & CX Strategy at Kotak Neo, Feb 2022 - Present · 4 yrs 7 mos, Mumbai, * Built and scaled Salesforce-led revenue and assisted sales systems for 1000+ RMs and dealers * Designed Customer 360 and lead prioritization workflows, improving sales effectiveness * Led phygital (digital + assisted) sales model, connecting customer intent with dealer-driven conversion * Built onboarding, activation, and reactivation journeys using behavioral signals * Transformed contact center to Salesforce omnichannel (chat, voice, email, social) * Improved IVR/chatbot containment by ~30% * Set up closed-loop feedback engine across app, support, and sales using CRM + APIs * Drove CX product backlog across broking and lifecycle journeys, contributing to ~10 point NPS improvement * Led premium CX programs (Platinum/Gold) to improve engagement and loyalty * Leading Agentic AI initiatives for revenue and efficiency
Head: Partner Success at Freshworks, Feb 2020 - Jan 2022 · 1 y 11 mo, India, 1. Co-build the partner program 2. Strategizing and building the partner success function 3. Building Relationships with Partners Enabling Partners on Products, Solutions, and Sales 4. Co-leading Project Deliveries with Partners 5. Actively managing enterprise level customers during delivery of projects 6. Identifying gaps and initiating joint marketing activities
Student, Masters of Management Studies at Indian Institute of Management Bangalore, Apr 2019 - Mar 2020 · 1 yr, 1-year full time Residential Masters Program
Major at Indian Army., Jul 2012 - Dec 2018 · 6 yrs 6 mos, As an Operational Communication Incharge in the army, I formulated communication support strategies and provided seamless, critical communication support using wired and wireless technologies in peace, counter-insurgency, and conventional operations. Formulated Cyber Security Policies, carried Risk assessments, and conducted training & audits to improve the cyber hygiene of a Corps Headquarters and affiliated units. Planned and executed the formation of surveillance grids for the Brigade, leading to actionable intelligence, increased battlefield transparency and efficient decision making for the Commander.
Program owner at Entrepreneurship, Aug 2011 - May 2012 · 9 mo, Varanasi, Expanded family garment business Added retail outlet to existing wholesale outlet. Added stitched skus to fabric skus
Profile highlights
What I'm currently working on: Building a phygital ecosystem at Kotak Neo that uses Agentic AI and behavioral signals to drive revenue and scale assisted sales for our RMs.
what i've built with AI: Voice to text using whisper. Analysis using CRM APIs. Calorie tracking and nutrition agent
What's hard for others but easy for me…: Identifying problems, breaking into small units, which one to fix, how to fix, people needed, aligning them and solving
My hot take about working with AI is…: AI is as smart as you are.
