Customer Experience (CX) Leader with 18+ years of expertise designing end-to-end customer journeys, scaling client retention frameworks, and architecting modern CX/CRM technology ecosystems (Zendesk, CRM integrations, omni-channel workflows). Proven track record leading distributed cross-functional teams, standardizing Voice-of-the-Customer (VoC) feedback loops, and optimizing service operations to increase conversion by 2.5x and improve portfolio profitability by 10%. Highly experienced in executive stakeholder management, Tier 1 escalation resolution, and collaborating seamlessly across global time zones (US/EMEA) in high-growth, remote-first environments. 

Key Highlights:

• Scaled Client Conversion and Commercial Profitability

  • Overhauled end-to-end customer onboarding and touchpoint communications at Anushvi Constructions, driving a 2.5x increase in conversion rates and boosting net profit per project account by 10%. 

• Built and Scaled Enterprise Zendesk & CX Practices

  • Led business operations and customer success at Dazeworks and Altudo, standardizing customer lifecycle frameworks, onboarding workflows, and service delivery across global accounts.

• Delivered High-Impact Global Consulting & Partner Deployments

  • Advised international startups and partnered with premier ecosystems to audit, deploy, and optimize scalable multi-channel support infrastructures and SLA governance models.

• Institutionalized Voice of Customer (VoC) and CSAT Systems

  • Established listening points and feedback loops across multiple organizations—including Kore.ai and Anushvi Constructions—using CSAT analytics and customer insights to eliminate recurring product friction and reduce inbound ticket volume.

• Extensive Global Operations and Escalation Leadership

  • Built an 18+ year track record directing distributed technical and customer-facing teams, resolving high-stakes Tier 3 escalations, and managing complex multi-stakeholder relationships across international time zones.