Headline

COO | Customer Success & Operations Leader | 15+ Yrs Scaling Teams to 900+ | SaaS · Fintech · Digital Transformation

About

Strategic and results-driven Customer Success Leader with over a decade of proven leadership in the fintech industry, currently serving as Chief Operations Officer. I specialize in customer-centric innovation, digital transformation, and data-informed decision-making to scale customer success operations globally. In my most recent role, I led initiatives that: *Increased organic customer acquisition by 400% *Drove a 500% expansion in processes within just 8 months *Reduced customer complaints by an impressive 91% I bring a unique blend of analytical expertise (Power BI, Data Analytics, AI tools), hands-on experience in CRM and chatbot deployment, and a deep commitment to customer advocacy and experience design. My leadership style emphasizes strategy, empathy, and outcome-focused execution. Now actively seeking VP or Director-level Customer Success roles in Dubai, with a preference for onsite/hybrid opportunities in visionary fintech or digital-first organizations. ✅ Certified in Data Analytics, Excel + Power BI + ChatGPT ✅ Excel at building support ecosystems using email, chatbots, and self-service tools ✅ Passionate about scaling teams, transforming CX, and driving long-term retention Let’s connect if you're looking for a customer experience transformation leader with the skills and drive to make a lasting impact.

Location

Mumbai Metropolitan Region

Work experience

Chief Operations Officer at Angel One, Oct 2021 - Present · 4 yrs 9 mos, Dubai, United Arab Emirates, As COO, I oversaw customer success operations, digital support strategy, and product process expansion across multiple fintech verticals. Key Achievements: *Boosted customer acquisition organically by 400% via automation, insights-led support, and proactive engagement *Spearheaded 500% operational process expansion in just 8 months, significantly improving efficiency and scalability *Reduced customer complaints by 91% through grievance management frameworks and escalation-handling SOPs *Implemented AI-powered chat & email bot systems, reducing human ticket handling by 60% *Led cross-functional CX initiatives involving CRM, Excel dashboards, and product feedback loops

Sr. Manager - Customer Service Operations at Angel One, Oct 2021 - May 2025 · 3 yrs 8 mos, Mumbai, Maharashtra, India, *Exceeded performance expectations and achieved 'Best Performer' for 3 consecutive months, demonstrating out-of-the-way performance within the first year at Angel One. *Optimized operations: Increased CSAT by 39% to 85%, enhancing customer relationship & experience via tailored training programs and process efficiencies. *Brought TAT to resolution down from an average of 45-60 days to 24 hours for 99% of customer queries. *Transformed an untrained team by conducting in-depth product/process analysis, 92% decrease in incorrect resolutions. *Transitioned CRM data from Helpscout to Salesforce. *Transitioning from 1.0 to 2.0 online journey, *Improved Net Promoter Score by 42%. *Increased employee satisfaction by 55% through targeted training. *Boosted employee engagement by 20%. *43% increase in employee retention rate within the financial services industry. *Improving project execution by 20%. *Improved resource allocation by 61%. *Implemented kaizen strategic initiatives that boosted team productivity by 40%. *Drove 87% improvement in implementation of processes. *15% reduction in audit findings. *20% reduction in regulatory fines. *Enhanced operational efficiency by 40% within 6 months and delivery rates by 25%.

Assistant Manager - Sales & Customer Service Operations at Zomato, Dec 2018 - Oct 2021 · 2 yrs 11 mos, Gurugram, Haryana, India, *Revitalized underperforming telesales unit, skyrocketing ARPU by 1200% to ₹ 1271 per membership, generating substantial profits. *Improved ROI from 0% to 331% by boosting sales, decreasing CAC, and amplifying ARPU, leading to a profitable break-even point. *Exceeded sales targets by 145%: Spearheaded operations to enhance team utilization & occupancy, escalating sales from underperforming teams. *Headed survey response project, boosting response rates by 120% (from 5% to 11%) through strategic integration of survey triggers in resolution emails, rather than separate emailers. *Reduced CAC by 90% by optimizing utilization & occupancy rates, driving Increased sales. *Increased monthly revenue from ₹ 1.65 lacs to ₹ 3 crores by boosting operational efficiency via streamlined processes, reducing costs. *Developed a chatbot for Zomato Gold premium membership, First Response Time (FRT) from 1 minute to 15 seconds through tech-product collaboration, significantly enhancing user experience. *Decreased Avg. Handling Time (AHT) from 9 minutes to 3 minutes and reduced Interaction Rate (IR) from 3 minutes to 45 seconds by identifying customer pain points and streamlining the user journey. *Implemented 10+ progressive features in Zomato applications, boosting user engagement by 45% and sales by 75% via split payments, reward points, discounts, free delivery, and Zomato Gold membership extensions. *Managed operations in 28 countries, trained global teams, and synchronized cultures, leading to a unified workflow reaching 15,000 chats per day.

Assistant Manager - Sales Operations at Policy Bazaar, Jun 2016 - May 2018 · 2 yrs, Gurgaon, Haryana, India, *Engineered real-time Tableau dashboards, increasing hourly system occupancy by 40% and utilization by 38% via 100% tracking, empowering teams and associates with continuous efficiency improvements raising sales by 125%. *Spearheaded efficient product distribution, achieving 99% accuracy and reducing order processing time by 30%.

Assistant Manager - Sales & Customer Service Operations at Angel One, Jan 2011 - Jun 2016 · 5 yrs 6 mos, Agra, Uttar Pradesh, India, Customer Success professional

Web Store Manager - Customer Service Operations at Reliance Industries Limited, May 2004 - Nov 2005 · 1 yr 7 mos, Agra, Uttar Pradesh, India, Customer Success professional

Education

Banking, Corporate, Finance, and Securities Law, St johns college agra