---
title: "Roohi Nisar - Chief Operations Officer in Mumbai Metropolitan Region | Tal"
description: "Meet Roohi Nisar, COO | Customer Success & Operations Leader | 15+ Yrs Scaling Teams to 900+ | SaaS · Fintech · Digital Transformation based in Mumbai Metropolitan Region."
image: "https://tal.club/meet/roohi-1/share-image"
---

# Roohi Nisar on Tal

## 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

[View the original profile](https://tal.club/meet/roohi-1)

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