- Managed the complete Customer Life Cycle and Account Management, including Business Development (BD) and Sales Handover responsibilities
- Managed a dynamic team comprising over 50 AI Scientists, Business Development Managers (BDMs), Data Analysts, Product Managers, Automation Engineers, and Customer Success Managers
- Developed documentation of practices for all customer interactions to understand customer challenges, expectations, and success measures
- Collaborated with customer stakeholders to analyze and prioritize defects and enhancements to position timing expectations for correction or new process rollouts
- Directed customer product and service adoption to deepen customer utilization and identify new opportunities

- Developed and implemented comprehensive strategies to monitor, analyze, and manage online reputation across various digital platforms
- Utilized advanced tools and techniques to track brand sentiment, identify potential issues, and proactively address them to safeguard brand reputation
- Established protocols and procedures for effectively managing crisis situations and mitigating reputational damage
- Acted as a key spokesperson and liaison during crisis events, communicating transparently with stakeholders and implementing strategic responses to minimize negative impact
- Ensured that Customer Success initiatives were closely aligned with the goals and objectives of Product, Marketing, Payments, Lending, and Operations, fostering a unified approach to enhancing customer satisfaction and loyalty
- Spearheaded the development of comprehensive SOPs tailored to the needs of a diverse team of 100+ professionals encompassing Customer Success functions such as Customer Service, Online Reputation Management (ORM), Escalations, Business Development (BD), Sales, and Consumer Insights

- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business targets and Customer Satisfaction goals
- Managed service escalation by identifying issues, containing impact on clients, and addressing issues until brought to resolution
- Identified opportunities for improvement through documentation, training, or procedural changes to coordinate solution execution
- Directed projects and kept teams updated on how assignments were progressing to encourage team involvement in solution development

- Successfully managed projects for three prominent gaming companies: Supercell, Scopely, and Social Point
- Provided strategic and technical support to online gamers, addressing their queries through email, social media channels, and online reputation management tools

- Provided prompt and professional resolution to customer inquiries, ensuring high satisfaction and loyalty through effective communication and problem-solving to U
- K customers for HSBC Direct
- Contributed to achieving business targets by identifying opportunities for enhanced call center contributions

- Training clients on using the Trading Platform
- Conducting Workshops/Seminars/Business development workshops
- Training new employees for Lead generation, Sales, and Marketing
- After Sales/ Customer Service
- Back Office management