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Work Background
Falcon by Craft Beer Brewing SolutionsHead Of Business Development
May. 2023 - May. 2025IndiaOrchestrated end-to-end customer service operations, enhancing CX strategy, escalation management, and service delivery,
driving a 25% surge in CSAT scores.
• Championed digital transformation, integrating AI-driven automation, CRM solutions, and data analytics, reducing response
times by 40% and optimizing first-contact resolution.
• Pioneered high-impact revenue strategies, identifying new market opportunities and growth channels, leading to double-digit
business expansion.
• Fostered cross-functional collaboration, engaging C-suite executives, stakeholders, and clients, ensuring seamless execution of
customer-centric business initiatives.
• Designed and implemented leadership development programs, mentoring high-performing teams, boosting productivity and
cutting attrition by 30%.
• Elevated customer lifecycle management, launching retention, upselling, and loyalty programs, driving a 20% improvement in
NPS and repeat business.
• Leveraged data-driven insights and predictive analytics, refining customer engagement, operational efficiency, and strategic
decision-making to maximize business performance.
Theka BeveragesEntrepreneur In Chief
Sep. 2017 - Dec. 2022Malaysia, Kuala LumpurDrove customer engagement strategies, resulting in a 15% increase in retention and loyalty through personalized service
models and data-driven CX enhancements.
• Pioneered the revamp of customer service frameworks, identifying emerging trends and implementing AI-driven automation to
significantly reduce complaints and elevate satisfaction scores.
• Orchestrated and executed high-profile industry events, fostering Indo-Japan business collaborations and strengthening brand
positioning within the alcobev sector.
• Led innovative brand expansion initiatives, leveraging social media marketing and community engagement to cultivate a 5,000+
member craft beer enthusiast network and amplify global brand recall
VAN HospitalityBrand Head
Jan. 2013 - Jul. 2017India, BengaluruRevamped customer service operations, deploying data-driven CX strategies that cut complaints by 50% and significantly
boosted satisfaction metrics.
• Built and coached high-performing teams, aligning service excellence with customer-centric goals, driving measurable
improvements in NPS and CSAT.
• Conceptualized and hosted large-scale brand events, amplifying community engagement and brand equity by spotlighting local
talent and fostering customer loyalty.
• Pioneered new revenue streams, spearheading the launch of a cloud kitchen and food truck, delivering cost-effective solutions
and expanding market reach.
Ocwen Financial CorporationAssistant Manager - Home Retention
Jul. 2007 - Aug. 2012India, BengaluruLarge distributed Financial / Mortgage
call center management
Kahani World Inc.Business Development Executive
Sep. 2006 - Jun. 2007India, BengaluruBD / Sales
Cafe Coffee DayF&B Executive
Jun. 2005 - Aug. 2006India, BengaluruTraining / R&D for cafe products
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