Headline

Global MBA (EDHEC) | Strategy & Operations Leader | 6+ yrs in CX, Process Improvement & Analytics

About

Strategy and operations leader pursuing my Global MBA at EDHEC Business School (Class of 2026), with 6+ years driving measurable impact in customer operations and business performance at high-growth tech and consumer companies. At BYJU'S, I led company-wide CX and operations transformations that delivered immediate results: reduced open customer cases by 78% through a forensic audit of 18,000+ records and structural process redesign, cut outstanding refund cases by 71% with new SOPs, and improved CSAT from 84% to 93% by resolving top-of-funnel issues in partnership with product and business leaders. I built and scaled a resolution organization from 80 to 300+ specialists while halving average resolution time. At Urban Company, I managed Hyderabad's largest category (Salon at Home), onboarding 70+ partners in 3 months and leading a 170-provider network that lifted delivery performance by 74% and moved the city into the top 3 nationally across key operational metrics. I thrive at the intersection of data, operations, and customer experience. My toolkit includes advanced Excel, intermediate SQL, and various analytics platforms. Currently developing my French (B1 to B2) to strengthen my professional presence across European markets. I'm open to consulting, strategy, and operations leadership roles across Europe where I can apply my track record in sales operations, strategic planning, and data-driven problem solving. Let's connect if you're building teams that value impact over activity.

Location

Greater Hyderabad Area

AI stack

claude code

claude

gemini

lovable

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Gamma

Work experience

Transformation Consultant at AkzoNobel, May 2026 - Jun 2026 · 2 mos, Amsterdam Area, • Defining an end-to-end operations transformation playbook, aligning senior stakeholders across operations, business, and IT on segmentation, governance, KPIs, and a global scaling roadmap for EMEA. • Running stakeholder workshops across 9 sites and building the business case and governance model to move from fragmented spreadsheets to a scaled, standardised approach.

Sustainability Consultant at Orange Business, Jan 2026 - Apr 2026 · 4 mos, Nice, • Built a Gen AI tool to profile customer challenges and generate tailored engagement recommendations, improving sales targeting for account managers. • Designed the tool’s profiling logic against publicly available sustainability data, enabling account managers to target engagement and identify key client contacts.

Associate Senior manager - Strategy & Planning at BYJU'S, Jun 2022 - Jun 2023 · 1 yr 1 mo, - Led cross‑functional audit of 18,000+ customer cases to identify systemic gaps, driving a 78% reduction in open cases and 71% drop in outstanding refund cases through redesigned SOPs and governance. - Partnered with product, finance, and CX leadership to prioritise initiatives and track impact using dashboards and weekly reviews.

Associate Senior manager - Student Experience at BYJU'S, Mar 2022 - Jun 2022 · 4 mos, - Improved CSAT from 84% to 93% by identifying top‑of‑funnel issues and executing fixes across onboarding, product usage, and support workflows. ​ - Achieved a double promotion in 2022 (Assistant Manager → Manager → Associate Senior Manager) based on performance and leadership feedback.

Manager - Student Experience at BYJU'S, Jan 2022 - Feb 2022 · 2 mos, - Managed daily operations and quality for a key support team, ensuring top‑3 rankings in SLA, engagement, and quality metrics across the company.

Business Development Intern at Urban Company, Nov 2017 - Mar 2018 · 5 mos, - Managed Hyderabad’s “Salon at Home” category, onboarding 70+ high‑quality partners in 3 months and overseeing a network of 170 service providers. ​ - Drove a 74% improvement in Salon Delivery Percentage and helped Hyderabad reach 3rd position nationally across key performance metrics.

Marketing Intern at Urban Company, Jul 2017 - Oct 2017 · 4 mos, -Ran the city’s influencer marketing campaign, connecting with 300+ micro‑influencers and generating 200+ live videos across Instagram and Facebook at a cost‑per‑view of 0.39, the lowest in India that month

Education

Master of Business Administration - MBA, EDHEC Business School

Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering, Gokaraju Rangaraju Institute of Engineering and Technology