Led key initiatives to streamline processes, drive revenue growth, and enhance customer retention through strategic implementation and automation.✪ Spearheaded the implementation of Planhat customer success software, streamlining processes and driving a 35% increase in expansion revenue.✪ Pioneered automation and digital CSM initiatives, resulting in a 2x increase in renewals, significantly boosting customer retention and lifetime value.✪ Successfully reduced customer churn by 15% through strategic interventions and data-driven insights, enhancing overall customer satisfaction.✪ Developed and deployed standardized and automated playbooks, ensuring consistent and efficient customer success practices.

At Yellow.ai, built and led a 400+ member team, driving significant growth and enhancing customer satisfaction. Achieved impressive revenue retention and customer expansion. Fostered strong cross-functional collaborations and implemented impactful customer retention strategies. Provided thought leadership through analyst briefings and international public speaking engagements.✪ Strategically built a 400+ member team across key business units—including pre-sales, professional services, customer success, account management, and support.✪ Propelled an unparalleled 8x increase in Annual Recurring Revenue (ARR) over two years, with an anticipated growth trajectory to double ARR in the forthcoming year.✪ Achieved exemplary revenue retention and growth metrics with 95% Gross Revenue Retention and 130% Net Revenue Retention, complemented by a robust 50% year-over-year growth in customer expansions.✪ Amplified product engagement and client satisfaction, achieving a Net Promoter Score (NPS) exceeding 55, symbolizing strong customer advocacy and brand loyalty.✪ Engineered and deployed transformative customer retention methodologies, effectively cutting churn by 15% and enriching customer lifetime value by 10%.✪ Fostered synergies with sales, marketing, and product development teams, fueling a 20% uplift in customer acquisition and a 15% surge in revenue generation.✪ Initiated and operationalized a comprehensive voice-of-customer (VoC) framework, resulting in a 30% enhancement in product excellence and a 20% decline in customer grievances.✪ Provided thought leadership through analyst briefings and impactful public speaking at international forums, effectively communicating the brand's value proposition and influencing industry perspectives.

𝐄𝐧𝐝-𝐭𝐨-𝐄𝐧𝐝 𝐨𝐰𝐧𝐞𝐫𝐬𝐡𝐢𝐩 𝐢𝐧 𝐥𝐞𝐚𝐝𝐢𝐧𝐠 𝐚𝐬𝐬𝐞𝐭 𝐚𝐧𝐝 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭, 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭, 𝐩𝐫𝐞-𝐬𝐚𝐥𝐞𝐬 𝐬𝐮𝐩𝐩𝐨𝐫𝐭, 𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐝𝐞𝐬𝐢𝐠𝐧, 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭, 𝐠𝐥𝐨𝐛𝐚𝐥 𝐢𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐦𝐚𝐧𝐚𝐠𝐞𝐝 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐨𝐟 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 𝐩𝐫𝐨𝐠𝐫𝐚𝐦𝐬 𝐢𝐧 𝐭𝐡𝐞 𝐚𝐫𝐞𝐚𝐬 𝐨𝐟 𝐂𝐨𝐠𝐧𝐢𝐭𝐢𝐯𝐞 (𝐯𝐨𝐢𝐜𝐞, 𝐜𝐡𝐚𝐭, 𝐞𝐦𝐚𝐢𝐥 𝐚𝐧𝐝 𝐬𝐨𝐜𝐢𝐚𝐥 𝐛𝐨𝐭𝐬), 𝐑𝐨𝐛𝐨𝐭𝐢𝐜 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 (𝐑𝐏𝐀), 𝐃𝐞𝐬𝐤𝐭𝐨𝐩 𝐚𝐧𝐝 𝐓𝐚𝐜𝐭𝐢𝐜𝐚𝐥 𝐀𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧.𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:✪ Delivering broad and innovative disruptive automation programs across 10 industry verticals globally to strategically transform customer processes, maximize revenue generation opportunities while enabling operational efficiency improvements and driving differentiated superior customer experience.✪ Evangelizing the automation agenda and spearheading the team to drive to the vision of 30% digital worker penetration across Concentrix, instrumental in democratizing the development to the edge to enable adoption and acceleration of automation initiatives across the enterprise.𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:✪ Conceptualized and led charge to build Concentrix's Intellectual Property, Cognitive Customer Engagement (CCE) Platform as a key flagship automation offering and orchestration layer to deliver best-in-class intelligent automation solutions in cognitive areas including Artificial Intelligence (AI), Natural Language Processing (NLP), Machine Learning (ML) and Intelligent Automation. Several US patent applications are currently in progress.✪ Received multiple recognitions and awards - Industry Award for best Cognitive Training Tool, Fast and Efficient Scaling, Top Quadrant analyst ranking in digital transformation capabilities, and panelist at multiple NASSCOM, industry roundtable and conferences.

𝐅𝐨𝐮𝐧𝐝𝐞𝐝 𝐚 𝐁𝐨𝐮𝐭𝐢𝐪𝐮𝐞 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐚𝐧𝐝 𝐃𝐢𝐠𝐢𝐭𝐚𝐥 𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 𝐀𝐝𝐯𝐢𝐬𝐨𝐫𝐲, 𝐬𝐩𝐞𝐜𝐢𝐚𝐥𝐢𝐳𝐢𝐧𝐠 𝐢𝐧 𝐈𝐓 𝐭𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐚𝐝𝐯𝐢𝐬𝐨𝐫𝐲 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐭𝐨 𝐂-𝐥𝐞𝐯𝐞𝐥 𝐞𝐱𝐞𝐜𝐮𝐭𝐢𝐯𝐞𝐬 𝐚𝐧𝐝 𝐛𝐨𝐚𝐫𝐝𝐬. 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐞𝐝 𝐨𝐧 𝐩𝐫𝐨𝐟𝐢𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐢𝐧 𝐭𝐡𝐞 𝐟𝐢𝐫𝐬𝐭 𝐲𝐞𝐚𝐫 𝐚𝐧𝐝 𝐬𝐮𝐜𝐜𝐞𝐬𝐬𝐟𝐮𝐥𝐥𝐲 𝐝𝐞𝐥𝐢𝐯𝐞𝐫𝐞𝐝 𝐛𝐨𝐚𝐫𝐝 & 𝐂𝐗𝐎 𝐥𝐞𝐯𝐞𝐥 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐜𝐨𝐦𝐦𝐢𝐭𝐦𝐞𝐧𝐭𝐬 𝐚𝐭 𝐄𝐢𝐫𝐜𝐨𝐦𝐦, 𝐙𝐢𝐠𝐠𝐨, 𝐀𝐤𝐚𝐦𝐚𝐢, 𝐓𝐫𝐮𝐏𝐡𝐨𝐧𝐞, 𝐃𝐞𝐮𝐭𝐬𝐜𝐡𝐞 𝐁𝐨𝐮𝐫𝐬𝐞, 𝐂𝐞𝐧𝐭𝐮𝐫𝐲 𝐋𝐢𝐧𝐤, 𝐚𝐧𝐝 𝐂𝐨𝐧𝐜𝐞𝐧𝐭𝐫𝐢𝐱.𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:✪ Established offices across the United States, the United Kingdom, and India to provide flexibility to our clients in the global recruitment of top talent to deliver strategic and critical digital transformation initiatives.✪ Successfully delivered follow-up commitments and program management to several of our customers, conducting change / transformation on specific topics.

𝐌𝐚𝐧𝐚𝐠𝐞𝐝 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭, 𝐩𝐫𝐞-𝐬𝐚𝐥𝐞𝐬 𝐬𝐮𝐩𝐩𝐨𝐫𝐭, 𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐠𝐥𝐨𝐛𝐚𝐥 𝐝𝐞𝐥𝐢𝐯𝐞𝐫𝐲 𝐨𝐟 𝐞𝐬𝐬𝐞𝐧𝐭𝐢𝐚𝐥, 𝐦𝐮𝐥𝐭𝐢-𝐦𝐢𝐥𝐥𝐢𝐨𝐧-𝐝𝐨𝐥𝐥𝐚𝐫 𝐒𝐦𝐚𝐫𝐭𝐞𝐫 𝐂𝐨𝐦𝐦𝐞𝐫𝐜𝐞 & 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬 𝐫𝐞𝐥𝐚𝐭𝐞𝐝 𝐩𝐫𝐨𝐠𝐫𝐚𝐦𝐬 𝐚𝐜𝐫𝐨𝐬𝐬 𝐢𝐧𝐝𝐮𝐬𝐭𝐫𝐲 𝐯𝐞𝐫𝐭𝐢𝐜𝐚𝐥𝐬 𝐭𝐨 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜𝐚𝐥𝐥𝐲 𝐭𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐜𝐨𝐧𝐭𝐚𝐜𝐭 𝐜𝐞𝐧𝐭𝐞𝐫 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐭𝐨 𝐦𝐚𝐱𝐢𝐦𝐢𝐳𝐞 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 𝐠𝐞𝐧𝐞𝐫𝐚𝐭𝐢𝐨𝐧 𝐨𝐩𝐩𝐨𝐫𝐭𝐮𝐧𝐢𝐭𝐢𝐞𝐬 & 𝐞𝐧𝐚𝐛𝐥𝐞𝐝 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐞𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲 𝐢𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭𝐬.𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:✪ Handled Business Development Teams, Product Engineers and Client Solution Executives in a matrix setting representing all major regions of the Growth Market.✪ Managed business development initiatives, increased market share, developed internal teams/skills across different functions to enhance customer satisfaction across key industry verticals.𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:✪ Achieved 120% growth in 12 months through innovative solutions & business transformation services leveraging IBM assets, products and output-based offerings.✪ Extended service establishments in new markets such as Africa, South America, the Middle East, and Malaysia.

𝐇𝐚𝐧𝐝𝐥𝐞𝐝 𝐆𝐥𝐨𝐛𝐚𝐥 𝐂𝐑𝐌 𝐈𝐓 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐟𝐨𝐫 𝐈𝐁𝐌 𝐆𝐥𝐨𝐛𝐚𝐥 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐚𝐜𝐫𝐨𝐬𝐬 𝟒𝟏 𝐈𝐁𝐌 𝐂𝐨𝐧𝐭𝐚𝐜𝐭 𝐂𝐞𝐧𝐭𝐞𝐫𝐬 𝐠𝐥𝐨𝐛𝐚𝐥𝐥𝐲 𝐢𝐧 𝟐𝟑 𝐜𝐨𝐮𝐧𝐭𝐫𝐢𝐞𝐬, 𝐭𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐢𝐧𝐠 𝐆𝐥𝐨𝐛𝐚𝐥 𝐏𝐫𝐨𝐜𝐞𝐬𝐬𝐢𝐧𝐠 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐟𝐫𝐨𝐦 𝐚 𝐥𝐚𝐛𝐨𝐫- 𝐢𝐧𝐭𝐞𝐧𝐬𝐢𝐯𝐞 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐭𝐨 𝐭𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲-𝐛𝐚𝐬𝐞𝐝 𝐦𝐮𝐥𝐭𝐢-𝐜𝐡𝐚𝐧𝐧𝐞𝐥 𝐚𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 𝐟𝐨𝐜𝐮𝐬𝐞𝐝 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬.𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:✪ Managed a strategic development team to incorporate contact center technology for large enterprises to achieve significant business benefits, including call deflections and increased customer satisfaction.✪ Chaired the CRM Governance Committee for the Innovation and Smarter Commerce Program and for the establishment of criteria and processes for regional and global contact centers.✪ Led Pre Sales, Solutions and Delivery of Contact Center Technologies including CRM Desktop Integration, Network, Hosted Contact Center Infrastructure, Multi-Channel Routing, IVR Self Service, Knowledge Management, Work Flow Engine, Work Force Management and Quality Management.𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:✪ Established collaboration with CRM Vendors – SFDC, SugarCRM, EGAIN, SIEBEL, Network Providers – Avaya, Cisco, Genesys, ASPECT, Voice Portals – Nuance, VoxGEN and IBM Research and IBM Software Group to develop new service offerings and products.

𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐞𝐝 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐭𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲 𝐫𝐨𝐚𝐝𝐦𝐚𝐩𝐬 𝐟𝐨𝐫 𝐕𝐞𝐫𝐢𝐳𝐨𝐧'𝐬 𝐞𝐧𝐡𝐚𝐧𝐜𝐞𝐝 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐯𝐢𝐬𝐢𝐨𝐧, 𝐢𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐞𝐝 𝐢𝐧 𝐚 𝐠𝐥𝐨𝐛𝐚𝐥 𝐝𝐞𝐥𝐢𝐯𝐞𝐫𝐲 𝐦𝐨𝐝𝐞𝐥, 𝐚𝐧𝐝 𝐜𝐨𝐨𝐫𝐝𝐢𝐧𝐚𝐭𝐞𝐝 𝐬𝐞𝐯𝐞𝐫𝐚𝐥 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐢𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧𝐬 𝐰𝐢𝐭𝐡 𝐚𝐧 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐧𝐠 𝐛𝐮𝐝𝐠𝐞𝐭 𝐨𝐟 𝐚𝐩𝐩𝐫𝐨𝐱𝐢𝐦𝐚𝐭𝐞𝐥𝐲 $𝟓𝐌/𝐲𝐞𝐚𝐫.𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:✪ Redesigned Verizon's Virtual Contact Center Call Routing to best meet company and consumer expectations; offered technology and product training for business and contact center sales teams.✪ Reduced deployment lifecycle for new call center implementations from 3 months to 4 weeks by leading efforts to streamline the development and deployment process.✪ Managed a team of developers, architects, designers, testers and project managers spread across five locations, including two offshore sites in Chennai and Hyderabad, India.✪ Successfully managed and integrated on-shore and off-shore resources and deliverables; developed innovative ideas and granted US PTO patents.𝐀𝐜𝐡𝐢𝐞𝐯𝐞𝐦𝐞𝐧𝐭𝐬:✪ Designed an enterprise-class, massively scalable Genesys CTI national platform, recruited top-notch talent, developed an end-to-end CTI engineering process and developed a cross-functional working environment between systems and operations.✪ Conceptualized, successfully developed and implemented the CTI interface for Verizon's first-ever speech (natural language) portal, the world's largest customer contact speech channel, across 5 data centers in US and supported 19,000+ IVR ports.✪ Managed the development of a regional CTI Network that manages more than 50 million calls a month and provides business benefits in excess of $10 million a year.

𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:✪ Developed and implemented Sales Force Automation software & applications including remote desktops and handheld Palm Pilot for e-commerce using IBM Net. -Commerce for a retail chain of stores.✪ Designed inventory and time tracking modules as part of a 25-store supermarket laundry chain intranet initiative.