Headline

Customer Experience Leader | AI-First CX Strategy, Automation & Operations | Building reasoning-agent chatbot platforms at ~83% deflection | 0-to-1 CX Setup | PMP, Lean Six Sigma

About

I build customer experience functions that are intelligent, lean, and revenue-aware. Over 13+ years, I've set up and scaled CX strategy and operations 0-to-1 across gaming, e-commerce, and D2C sports brands — moving support from a cost center to an automation-led, insight-driven engine. My focus today is AI-first CX transformation. At Agilitas Sports, I've architected a reasoning-agent support platform on DevRev across Lotto and one8 — live on WhatsApp, website chat, and email — that handles ~46,000 conversations at ~83% AI deflection, validated to 95-96% accuracy with zero critical failures on live orders before go-live. Built as a reusable framework, it's now extending to additional brands on a plug-and-play model. That AI work sits on a deep operational foundation: Led 125-member cross-functional teams across operations, quality, process excellence, and training. Cut customer contacts 45% through root-cause process improvement and self-serve. Held attrition at 4% over three years while advancing 20% of the team into higher roles. Ran Voice-of-Customer and NPS programs that lifted retention and revenue, and negotiated platform vendors. I care about the intersection of strategy and execution — turning a clear CX vision into shipped systems, measurable metrics, and teams that run without me. Certifications: PMP, Lean Six Sigma Green Belt. Open to leadership roles in CX strategy, automation, and operations.

Location

Bengaluru

AI stack

claude

gemini

Work experience

Customer Experience Lead at Agilitas, Sep 2025 - Present · 1 yr 1 mo, Bengaluru, Leading Customer Experience strategy and operations across a multi-brand sports portfolio.

Senior Manager Customer Experience at Gameskraft, Jan 2020 - Aug 2025 · 5 yrs 8 mos, Led Customer Experience strategy and operations for a real-money gaming company (fantasy sports and card games) across multiple brands. Set up and scaled 0-to-1 end-to-end CX operations for 3 domestic brands and launched CX for a new international brand, managing a 125-member cross-functional team across operations, process excellence, quality, and training. Cut customer contacts by 45% through a process-improvement program that addressed root-cause pain points and launched a self-serve platform. Built and optimized 4 chatbots to 50-65% automation and drove hygiene metrics (FRT, ART, FCR, CSAT) through automation, SOPs, and team upskilling. Conceived and implemented "One CRM" — a single, brand-filtered information hub that reduced manual retrieval and improved cross-team collaboration. Ran a Voice-of-Customer program (40+ activities) that drove leaderboard-algorithm overhauls, lifting retention by 5% and revenue by 38% (Express H2H) and 8% (Live Fantasy). Led a sentiment-analysis program that raised product ratings by an average of 0.5 stars. Automated fantasy-winnings distribution to a record 5-minute TAT for tier-1 matches — the fastest in the industry. Held attrition at 4% over 3 years and advanced 20% of the team into higher roles.

Assistant Operations Manager at Quikr, Apr 2018 - Jan 2020 · 1 yr 10 mos, Bangalore, Scaled end-to-end business operations for Quikr Assured Mobiles, driving sustained growth in listings and order generation. Launched a no-exchange purchase sub-vertical based on seller feedback, driving ~25% revenue growth. Built and ran the Sell-Through-Quikr (STQ) business; led a 15-member team overseeing catalog, vendor, and STQ operations.

Operations Team Lead (M&T) at Quikr, Jul 2015 - Apr 2018 · 2 yrs 10 mos, India, Part of the founding 4-member team that launched QuikrX, Quikr's refurbished-phone vertical. Set up and ran end-to-end operations for the Quikr Assured Mobiles category — catalog management and seller onboarding across 30+ sellers nationwide. Oversaw pricing and inventory management to ensure optimal product availability.

Sr. Catalog Specialist at Flipkart, May 2013 - Jul 2015 · 2 yrs 3 mos, Greater Bengaluru Area, Managed catalog operations across multiple retail categories. Launched and managed catalogs across 4 categories (Office Supplies, Baby Care, Home Improvement, Automotive) to a 98.2% catalog quality score. Led a 6-member catalog team driving accurate, continuous product listing. Produced daily, weekly, and monthly reporting on catalog performance and operational efficiency.

Education

Bachelor of Science (BSc), Information Technology, Kuvempu University

GNIIT, Computer Software Engineering, NIIT Pune