About
A results-driven and strategic Customer Success Leader with a proven track record of scaling high-growth support operations across the Fintech, Gaming, and Banking sectors. Expert at building, mentoring, and managing large-scale, cross-functional teams (including in-house functions and outsourced BPO partners) , while driving measurable operational excellence. Adept at spearheading digital transformations by implementing advanced AI and bot automation frameworks to maximize efficiency while maintaining high-quality, empathetic user communication. Strong technical and analytical background in leveraging data-driven insights (via SQL, Power BI, and robust MIS architecture) to optimize workflows, improve key performance metrics (CSAT, SLA, TAT), and translate customer feedback into long-term product strategies.
Work experience
Head of Customer Success at Bright Money, Aug 2024 - Present · 2 yrs 3 mos, Bengaluru, Karnataka, India
Senior Customer Success Manager at Dream11, Jul 2021 - Sep 2024 · 3 yrs 3 mos, Mumbai, Maharashtra, India
Manager at Dream11, Jul 2019 - Jun 2021 · 2 yrs, Mumbai Metropolitan Region
Senior Associate at Dream11, Feb 2018 - Jun 2019 · 1 yr 5 mos, Mumbai, Maharashtra, India
Deputy Manager at IndusInd Bank, Apr 2015 - Feb 2018 · 2 yrs 11 mos, Mumbai, Maharashtra, India
Senior Associate at Firstsource, Jun 2013 - Apr 2015 · 1 yr 11 mos, Mumbai, Maharashtra, India
Team Lead at Greenpeace India, Aug 2010 - Mar 2013 · 2 yrs 8 mos, Mumbai, Maharashtra, India
