Headline

Customer Retention & Customer Success Operations Leader | CX Transformation | Telecom Process Optimization | Driving Revenue Growth, Performance Uplift & Team Capability

About

I specialize in designing and executing customer retention and sales enablement strategies that improve revenue, reduce churn, and enhance customer experience in high-volume telecom environments. Over the past six years at 247.ai, I’ve driven measurable performance uplift across digital and voice customer journeys, built scalable coaching frameworks, and empowered frontline teams to exceed KPIs in sales, CX, and operational governance. My work sits at the intersection of retention strategy + performance coaching + process intelligence. Whether it's revamping credit governance systems, optimizing workflows, or enabling teams to deliver premium customer outcomes, I help organizations transform capability into consistent, predictable business results. Today, I’m expanding my scope toward leadership roles that leverage my experience in customer retention, sales operations, and CX process design — particularly in environments looking to scale customer-centric growth models. Specialties: Customer Retention, Sales Operations, CX Improvement, Performance Management, Team Leadership, Telecom Process Design, Training & Enablement, Digital Interaction, KPI Governance, Coaching Systems, Root Cause Analysis, Change Management.

Location

Greater Bengaluru Area

AI stack

claude

gemini

notebooklm

perplexity

Glean

Microsoft Copilot

Work experience

Associate Team Lead at [24]7.ai, Dec 2023 - Present · 3 yrs, Bengaluru, Karnataka, India, Leading team capability uplift, escalations, and coaching pathways to improve CSAT, resolution efficiency, and sales outcomes. • Leading team performance governance, enabling experts to resolve complex queries using structured coaching and escalation handling. • Improved CSAT and first-contact resolution by enhancing listening, behaviour modelling, and conflict mediation techniques.

HyperSupport Specialist – Optus Retention | Process Analyst at [24]7.ai, Apr 2025 - Jun 2026 · 1 yr 3 mos, Bengaluru, Karnataka, India, Driving customer retention initiatives, revamping credit governance, and enabling expert-led solutioning for complex customer interactions across telecom postpaid journeys. • Executing retention strategies for Optus postpaid customers, ensuring reduced churn and improved CX outcomes. • Redesigned credit governance models and retention toolkit, improving fairness, recognition, and expert adoption. • Conducting refresher training and capability assessments to sustain operational readiness.

Sales & Customer Experience Coach at [24]7.ai, Oct 2023 - Sep 2025 · 2 yrs, Bengaluru, Karnataka, India, Built and executed sales coaching programs resulting in 100% sales uplift among coached experts. • Spearheaded sales enablement initiatives, improving conversions and retention metrics for Optus products. • Built action-based coaching programs that increased sales outcomes by 100% across coached experts. • Facilitated operational alignment between SMEs, trainers, and delivery leaders to streamline process adoption.

Telugu translator and transcriber at VerboLabs, Jun 2019 - Dec 2020 · 1 yr 7 mos, Bengaluru, Karnataka, India, • Translated and transcribed articles and subtitles between English and Telugu languages for various projects. • Collaborated with teams to ensure accurate and timely delivery of translated content. • Utilized language skills to bridge communication gaps and enhance understanding between English and Telugu speakers.

Education

Bachelor of Technology (B.Tech.), Mechanical Engineering, Velagapudi Ramakrishna Siddhartha Engineering College

Diploma in Engineering, Mechanical Engineering, A.A.N.M & V.V.R.S.R Polytechnic college