SaaS Labs is a Series B, Sequoia funded startup in the (you guessed it!) SaaS space focused on providing sales and customer support solutions for SMEs.Largely worked on Helpwise (new product by SaaS Labs) and a few other projects.

New product by SaaS Labs - oversaw the 0 to 1 journey across product, sales, marketing, customer experience, operations and grew it to 1mn$ ARR

Took my first ever (rejuvenating) break since I started working. On the side, helped a US based IoT hardware company for efforts on their first round of fund raising.

Responsible for NPS and leading the customer support org of 1500+ agents. Met a lot of brilliant people and got a fair bit of learning even in 1.5 months. Identified main reasons for detraction related to returns and refunds and their solves. Chose to leave because of differences in working styles and different perspectives.

Vahan is a Y combinator (S'19) and series A startup which specializes in high volume recruitment of on-demand workers using AI and Whatsapp integrations. I had an amazing growth journey at Vahan - got the chance to get my hands dirty and build things from scratch. I was a part of the Core Operations team, responsible for driving conversion of online channel leads through product and process interventions - I successfully drove this up by 900%, making the channel unit economics positive. I also led CX strategy and the call center org of 60+ members.

ANAROCK is a startup in the real estate space (revenue >250 Cr. in FY 20), with a unique business model of providing complete research, sales, marketing, strategy and customer support for developers.I started off with leading Strategy, West India for ANAROCK Residential, wherein I was responsible for program management of 45+ running mandates (120 Cr.+ revenue), plus providing strategic inputs for our mandates, internal processes & products. I was also involved in business development and pitched and onboarded 5 large developers in Mumbai, generating annual revenue of 30 Cr. Took on the further responsibility of being the first member of the Group Strategy team, wherein I devised and executed multiple new and successful business models.

Undertook revamp of entire customer lifecycle from booking to possession to enhance CX: NPS increased by 20-30 points across teams1. Interaction reduction by 35%: Introduced customer portal with an AI enabled chatbot integrated with internal CRM (Salesforce). Integrated CRM with IVR to answer common queries of customers during non-working hours. Introduced proactive communication at all funnel stages2. Improved manpower efficiency, saved costs of 7Cr. per annum: Automated various processes, e.g. Sales order creation, auto-tasks for customer care associates, Email to case functionality (auto-case creation & assignment of customer emails)Worked with Robotic Process Automation (RPA) to eliminate manual, repetitive tasks. This also improved employee satisfaction with a reduction in their work hours by 2.5-3 hours3. Analytics & Dashboards: Created automated, real-time dashboards for all levels in the org. to track and drive key metrics4. Escalation reduction from 3 % to 0.3%: Integrated IBM's AI tool called Watson to predict customer escalations. Addressed common escalation reasons through process changes.

Was promoted from Associate Brand Manager to Brand Manager in a span of 6 months, wherein I handled the Hyderabad market + Outstation verticalI was key to increasing the contribution of Outstation vertical to a steady 9% from 3-4% previously.Hyderabad (Lodha Bellezza, Lodha Meridian, Casa Paradiso) was the only market to exceed 100% targets in FY 17. I independently led 6 high-intensity campaigns across 3 projects by conceptualizing value propositions based on product and customer assessment. Delivered end-to-end media campaigns via print, radio, OOH and digital, conducted BTL activities and actively engaged Presales and Loyalty verticals for lead generation, leading to an average increase of 15% in weekly walk-ins as compared to campaigns in previous year, while keeping within the yearly marketing budget.