Provided consultancy to the newly established startups within the portfolios of Domino Ventures, Weplay Ventures. These startups operate across various sectors, including Fintech, HRTech, EdTech, Gametech, health, food, and e-commerce. Achievements:• Designed customer journey maps and surveys based on all customer touchpoints.• Collected and analyzed customer feedback and initiated improvement actions per the outcomes to ensure business growth. • Initiated the changes that led to more than a 15% increase in CSAT across those startups.• Generated KPI (Key Performance Indicator) reports and created dashboards.• Analyzed the business data and shared the outcomes with the relevant stakeholders.

Provided consultancy to the newly established startups within the portfolios of Tarvenn Ventures & Advisors. These startups operate across various sectors, including Fintech, HRTech, EdTech, Gametech, health, food, and e-commerce.

• Moved to Munich and founded a small firm, selling handmade products.• Completed Big Data Analytics course, utilizing Python for advanced data analysis and visualization.• Completed German courses (A1-B2 Level) and obtained TELC B2-German Zertifikat.• Volunteered at Feierwerk Funkstation, a center dedicated to Kids, Youth & Family.

• Led regional Customer Care Leaders and Service Center Leaders consisting of 12 individuals• Created detailed customer journey maps to enhance understanding of all touchpoints.• Developed VOC collection and measurement mechanisms for the various business functions including Sales Operations and Service Delivery. Leveraged tools such as Qualtrics, S800, and Medallia, and designed customer satisfaction dashboards.• Identified Service Delivery Key Performance Indicators (KPIs) from a customer-centric perspective.• Designed and implemented Service Delivery performance dashboards leveraging BI tools (Tableau, SFDC) to monitor KPIs by region and product.• Analyzed both VOC and Service Delivery data, identified the improvement areas as segmented by product/region, and conducted workshops to develop solutions.• Established and supervised cross-functional project teams as per region to improve customer experience• Formulated project plans and provided regular progress updates to relevant stakeholders.• Effectively drove the change management phase to meet all project deliverables.• Conducted quantitative analysis on 14,000 customer comments. Classified them as Praises, Recommendations, and Complaints as per the relevant phase of customer services.• Executed benchmarking analysis on 3,000 customer input, and determined competitive advantages and focus areas for improvement.• Translated analysis outcomes into business recommendations, and presented findings to executive management at business reviews.• Collaborated with the marketing team to deploy a customer insight generation study with Key Opinion Leaders/Influencers in the healthcare sector to understand the main drivers behind the purchasing decision.• Led the EAGM CRM transition project to Salesforce.com which was deployed for escalation management.• Executed a Customer Centricity campaign through various channels, and was awarded for recognition of the campaign's success.

• Designed customer surveys and collected VOC (Voice of Customer) for various business functions such as Emergency Recovery, Product Support, and Technical support at SFDC.• Created CSAT dashboards for both Global Product Support and Technical Support.• Performed both quantitative and qualitative analysis based on customer feedback. • Identified global product support KPIs regarding customer case resolution processes.• Determined the business intelligence reporting needs and implemented the KPI reports on the SAP Business Objects platform accordingly.• Provided Ad-hoc reporting and analysis related to Customer Case resolution performance. • Conducted in-depth data dives, and presented the key insights to the executive management at monthly reviews.• Performed statistical significance tests on global product and technical support data using MINITAB to validate the conclusions.• Generated utilization reports and analyzed the organizational utilization.• Formulated Technical and Product Support process document.

• Worked as a product verification engineer at long-term project UCCS (Unified Customer Care System). • Verified Call Details and Invoice Objection systems• Heavily used SQL queries in the course of testing