As the VP of Customer Success at LEXI, I am passionate to deliver exceptional client outcomes and fostering long-term partnerships with our enterprise customers. With a strong background in scaling customer success operations, I lead teams to deliver tangible value, elevate satisfaction levels, and drive revenue growth. My expertise spans the SaaS and technology industries, where I excel in fostering customer-centric cultures and optimizing strategies for mutual success and retention.

Created and managing the entire customer experience fabric for Lexi's Gen 1 products, integrating multiple systems and departments to create a seamless flow of information. As we move from B2C onto B2B2C, donning multiple hats and gearing up the team for Gen 3 launch. With our world-class futuristic IoT products constantly evolving as per the market needs, ensuring we source the best talent and deliver top class customer and product experience across all platforms to our valued customers… Show more Created and managing the entire customer experience fabric for Lexi's Gen 1 products, integrating multiple systems and departments to create a seamless flow of information. As we move from B2C onto B2B2C, donning multiple hats and gearing up the team for Gen 3 launch. With our world-class futuristic IoT products constantly evolving as per the market needs, ensuring we source the best talent and deliver top class customer and product experience across all platforms to our valued customers worldwide! Show less

Managing multiple clients from different parts of the world, absorbing their requirements and helping them enhance their existing support services.

TaskPro Services is proud to be associated with Hermes Apps Ltd. I have been working on enhancing CX procedures, adding new customer interaction systems and streamlining the entire customer experience. Overseeing the CS team for interaction management, back-end QA testing for new features (on staging and core platforms), brain-storming with the development, marketing and management teams to make Beezer one of the top companies in PWAs industry worldwide.

Handled entire CXM team and Backend data management for Optiweb Pty Ltd for its online retail brand "iframes", which included its website, multiple marketplace presence (Lazada, TradeMe, eBay, Amazon, Catch, Kogan) and brand reputation & ratings on multiple review forums.

When Evolve Entertainment approached TaskPro Services with an urgent need to setup and run their technical and customer support operations, got a team on floor within 2 weeks. TPS handled CX and technical support for their brands VideoEzy and Blockbuster, making sure their customer support as well as kiosks run smoothly 24/7.

Managed entire customer service department (spread across NZ, China, India) for their multinational online retail brand "WOW HD" with a customer base spanning 14 countries worldwide. Took care of customer relationship management, data management, team management, customer retention & satisfaction, drop-shipper and vendor coordination, affiliate management.

Handled CXM (Email and Chat) for 3 brands (EzyFlix, Video Ezy On Demand and ShopMyDisney) of ADE with a customer base spread across Australia and New Zealand. Created customer experience policies and procedures and ensured all stake holders (including Walt Disney) stay satisfied with the brand performance.

Customer Service Manager for a Multinational Online Entertainment Company selling CDs, DVDs, Games and other stuff.Managing a team of customer support agents spread across three locations worldwide and ensuring optimum customer retention and satisfaction index. Working closely with all internal and external stakeholders to ensure smooth flow of interactions and dispatches.

Providing Web based support about travel reservations to customers. On-boarding and training junior staff members. Brainstorming with various stake holders on monthly basis on improvising customer satisfaction and retention index.

Provide Web based Technical support (Hardware and Software) via e-mail to customers. As a Team Coach, coordinating with team members for evolving strategies for improving the Customer Loyalty Index (CLI).