1. Enhanced Customer Retention: Maintained a low customer churn rate of less than 2% by deliveringexceptional support and resolving customer issues promptly2. Technical Project Leadership: Led and executed complex onboarding projects involving API integration, automation, and CRM customization. Played a key role in responding to RFPs, ensuring accurate andtimely submissions 3. Cross-Functional Collaboration: Successfully collaborated with cross-functional teams to improve product offerings. Leveraged technical expertise to create engaging CRM product videos for Gartnerreviews

1. Ensuring the smooth on-boarding of customers by helping them add properties, tenants, setting up their payment and billing cycles2. Building an effective cadence to support their adoption to the solution3.Real-time conflict resolution on Freshchat and Freshdesk Ticketing System4. Deescalating critical concerns of customers, thereby guaranteeing a smooth brand experience5. Providing constant feedback to the product team, in order to improve the quality of the service rendered6. Reducing churn and providing personalised attention to each of the accountsKEY ACHIEVEMENT: Built an interactive FAQ database to help the customer understand the solution and conceptualized the process for customer success and effectively tested it. This new process has helped increase CSAT by 40% and receive more product reviews on G2 Crowd.

1. I was promoted to the role of Assistant Manager, Book Publishing Services where I honed by leadership skills2. I started by handling a team of 10 members and grew to currently handling a team of 25 members. In my new role the job profile can be spilt as follows:Pre- COVID:1. Strategising and planning the targets for each team-member2. Executing the plan formulated effectively with the team3. Achieving 80 – 95% of the team targets consistently on monthly basis3. Escalation Management and ensuring the team’s CSAT is maintained at 4.5 consistently4. Conducting daily review meetings to take account of roadblocks in the projects and effectively fixing them.Post-COVID: Working from Home was the new trend and I took over the additional role of managing the quality of work1. Formulating training plans for the new recruits2. Conducting online induction training for the new recruits. I had successfully on-boarded 34 employees during lockdown3. Ensuring the productivity of the team while working from home by conducting regular audits of projects and email inbox. 5. The new recruits performed 90% better than existing employees. Also, the audits were effective on the existing employees. This led to me receiving the ‘Game Changer’ Award for the year 20205. Post this, I also started conducting refresher training for existing employees 4. Digitising training material 5. Conducting team-building activities that augment the performance of the team6. Reviewing the working process and introducing new changes as per business needs7. Ensuring every team-member had a smooth transition to the new processKEY ACHIEVEMENT: 'Game Changer Award' for ensuring ease of business operations while working from home and creating the Standard Operating Procedure (SOP) for all the Service Delivery Teams and updating them based on business needs.

1. As a project manager, I was completing 90% of my targets with an average customer satisfaction score of 4.5. This led to my promotion as Senior Project Manager, Books2. In this new role, my targets of creating books reduced by 10% but I was given additional responsibility as a Subject Matter Expert3. I worked closely with my managers in reviewing and providing feedback to revise the process, based on the current market requirements4. Provided new-recruits with floor training to simulate and help them understand the environment and requirements of the new job 5. In case of customer escalations, I had to take supervisory calls for the concerned project manager and sort out the problem at hand.KEY ACHIEVEMENT: Maintaining CSAT at 4.5 out of 5 on an average. Identifying bottlenecks and improving the process-flow to offer better customer experience

1. This role challenged me with more diversity in terms of the book genres, I handled. This was ranging from Trade (Fiction and Non-Fiction) to Academic books2. I was the SPOC (Single Point of Contact) for an author and provided him with the expert advice required in publishing the book as per the international standards of publishing2. At any given time, I was handling an average of 15 to 20 authors from different walks of life. This was quite different from my previous role were my authors were restricted to less than 103. I spear-headed the complete creation process of the book that encompassed co-ordinating functions such as editing, cover designing, interior designing and marketingKEY ACHIEVEMENT: I acted as a bridge between the author and the organisation, creating close to 300 first time authors including best-sellers such as The Mask Behind the Face by Anil Pushkar Goel, Say Yes to Project Success by Karthik Ramamurthy and Sripriya amongst others

1. Handled a 2 member team and created their process-flow. This was specific to health science publishing2. Strategised and planned the monthly projections for the team and worked towards achieving them.KEY ACHIEVEMENT: Creating the Standard Operating Procedure (SOP) for Health Science Publishing at Straive (formerly known as SPi Global)

1. As an outsourced Project Editor for John Wiley & Sons, liaising with customers to collect the manuscripts, images, additional documents required to start a publishing process2. I specialised in Health Science books and so the authors I dealt with were all from the medical background 3. Experienced B2B communication as I had to clear permissions on behalf of my customers for the usage of copyrighted images in their to-be-published book(s).KEY ACHIEVEMENT: I consistently achieved 80% - 85% of my target and was promoted as Subject Matter Expert – Health Science Publishing

Topic of Research - Open Defecation and its impact on the urban society with special reference to Zone 9 of the Chennai Corporation

As an intern at PTI, my responsibilities were as follows: 1. Writing content on regional news, sent by reporters from across Tamil Nadu 2. Attending business conferences and reporting on the same 3. Checking and editing the coherence of content received and written by any freelancer reported

During my internship at the Trade and Development office of the British Deputy High Commission, my responsibilities were as follows:1. Organising and managing the database of the various trade sectors such as Healthcare, Automobiles, Textiles etc.2. Channelling business deals between India and U.K in varied sectors3. Organizing events