Headline

Senior Customer Experience Leader | Quality & Training Strategy | Leadership Development & Executive Coaching | AI-Era Leadership Transformation

About

I help organisations and individuals turn learning, communication and customer experience into measurable business performance. With 20+ years of experience across Learning & Development, Quality Assurance, Customer Experience, Training and Leadership Development, I bring together operational discipline, people development and coaching to help teams perform at their best. Throughout my career, I have worked across customer-facing operations, quality improvement, capability building and leadership development, including experience with organisations such as LinkedIn, Dell and Titan. What I bring to the table: • Learning & Development: Building capability through structured learning, training strategy and performance-focused development. • Quality & Customer Experience: Using customer insights, quality evaluations and process improvement to strengthen service delivery and customer outcomes. • Leadership Development & Coaching: Helping professionals build confidence, communicate with clarity and develop the skills required to lead effectively. • AI-Era Leadership: Exploring how leaders can combine human judgement, strategic communication and responsible AI adoption to improve workplace performance. At CommfluentBiz, I also work at the intersection of executive communication, leadership presence and AI-enabled learning. I am interested in senior opportunities across Learning & Development, Training, Quality, Customer Experience and Leadership Development, where I can bring my experience to business-critical challenges and help build high-performing teams. I believe great leadership is not just about what people know. It is about how effectively they apply it, communicate it and translate it into results. If you are building stronger leaders, more capable teams or a better customer experience, I would welcome a conversation. 📩 Feel free to connect with me here on LinkedIn.

Location

Bangalore Urban

AI stack

claude

deepseek

elevenlabs

gemini

kimi

meta

Work experience

Executive Coach & Communication Strategist -CommfluentBiz at CommFluentBiz, Apr 2025 - Present · 1 yr 7 mos, Bengaluru, Karnataka, India, To empower individuals and businesses to transform their communication into confidence, their influence into impact, and their growth into lasting success. • 1:1 Coaching: Premium, personalized transformation programs (e.g. “Magnetic Presence Accelerator”) • Group Coaching: Cohort-based programs teaching influence, storytelling, and confidence • AI Agents for daily micro wins /self help post training • Workshops / Corporate Training: Teach teams persuasive communication and personal branding • Content creation and visibility strategy. • Coaching and teaching communication principles. • Public speaking and networking. • 5 Day Customized Bootcamp Program design and delivery Coaching | Executive Coaching | Leadership Development | Coaching & Mentoring | Communication Coaching | Storytelling | Confidence Building | Personal Branding | Public Speaking | Training Design & Delivery | Sales & Influence Training | Personal Development

Senior Manager at Titan Company Limited, Apr 2023 - Mar 2025 · 2 yrs, Bengaluru, Karnataka, India, Data-Driven Leadership: Utilized Power BI to track training ROI and audit performance, achieving a 20% uplift in operational efficiency. • Performance Optimization: Conducted deep-dive Training Needs Analysis (TNA), reducing performance gaps by 25%. • Customer Excellence: Engineered coaching frameworks that increased CSAT from 85% to 89% and improved FCR by 30%. • Stakeholder Management: Partnered with business heads to align training delivery with retail growth objectives, reducing customer complaints by 10%.

Manager, Enterprise Support, LinkedIn Talent Solutions at LinkedIn, Mar 2022 - Mar 2023 · 1 yr 1 mo, Bengaluru, Karnataka, India, •Regional Leadership: Directed B2B support operations for LinkedIn’s Learning and Hiring solutions using Salesforce for strategic account tracking across APAC. • Client Retention: Improved client retention rates by 25% through the implementation of strategic communication protocols and escalation management. • Strategic Alignment: Ensured service adoption increased by 30% through proactive stakeholder engagement and data-backed performance reviews.

Quality and Resolution Manager at Dell Technologies, Apr 2019 - Feb 2022 · 2 yrs 11 mos, Bengaluru, Karnataka, India, •Directed QA audits for tech support; improved CSAT through targeted training interventions. •Utilized voice analytics for sentiment analysis; reduced AHT by 8% and enhanced call quality. •Collaborated with leadership on training strategies; boosted agent productivity and NPS. •Led cross-functional initiatives; increased FCR by 15% using data-driven insights. •Developed quality framework; improved CSAT by 20%, reduced errors, and optimized processes. •Analytics Implementation: Led a global team of QA auditors using Power BI to drive technical support excellence. •Continuous Improvement: Partnered with leadership to implement a quality framework that delivered a 20% improvement in customer satisfaction.

Lead Training Analyst at NICE Ltd, Oct 2017 - Mar 2019 · 1 yr 6 mos, Bangalore, •Optimized training methodologies using data-driven assessments, boosting performance efficiency by 30% and customizing learning paths for 200+ trainees annually. •Scalability: Scaled training operations for 150+ employees, resulting in an 85% verified skill improvement. •Efficiency: Utilized data-driven learning strategies to boost overall employee productivity by 30%.