About Me
Senior Manager in Customer Experience & Customer Success with over 18 years of expertise in transforming customer operations, building hybrid/remote teams, and driving measurable business growth.
My career has been shaped around one core belief: customer experience is not just a function, it is a growth engine. I’ve led large scale CX transformations in SaaS, gaming, and edtech—delivering double digit improvements in NPS, CSAT, retention, and revenue recovery.
Highlights of my work include:
Spearheading AI driven automation chatbots, RPA, IVR, self service that cut inbound volumes by 55% and boosted First Contact Resolution from 68% to 82%.
Designing proactive retention strategies that protected and grew ₹25 Cr+ annually.
Leading multilingual, hybrid ready CX teams of 200+ with SLA compliance of 98%+.
Migrating platforms and optimizing vendors to achieve 12% cost savings while enhancing service quality.
What excites me today is the intersection of digital transformation, AI in
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