Profile

Customer Operations leader with 20 years of global experience building, optimizing, and scaling customer-centric programs across in-house and outsourced environments. Experienced in operational strategy, people leadership, data-driven problem-solving, and cross-functional transformation to deliver frictionless, scalable customer experiences with measurable business results.

20+
Years in Customer Operations
250
Agents led at Venturia
+80%
SLA lift at foodora
+10%
CSAT lift at Uber

Experience

  1. Program Manager, Community Operations

    Apr 2021 – Jul 2026

    Uber · Toronto, Canada

    • Partnered with Product and Engineering to improve customer support experiences, using performance data to identify issues and guide solutions while balancing customer needs, technical constraints, and operational risks.
    • Supported the development of chat automation across global markets, aligning policies, processes, exceptions, and operational requirements while helping Product teams define practical, scalable technology solutions.
    • Coordinated product and tooling changes across Product teams and BPO operations, testing new functionality, identifying issues before launch, and adapting documentation to frontline operational needs.
    • Built custom SQL datasets and dashboards to identify operational trends, uncover issues, and inform product and support decisions using performance data.
    • Prepared executive and cross-functional updates on evolving project risks, dependencies, mitigation options, and trade-offs, helping leadership assess competing priorities and make decisions across complex initiatives.

    Reduced misrouted support calls by 20% by analyzing 20,000+ call transcripts with AI and redesigning the IVR to identify caller intent, reroute non-merchant callers, and restore Service Levels to target metrics.

    Increased CSAT by 10% and reduced refunds by 20% by launching a Live Chat support channel with image sharing for real-time order verification, achieving 80% customer adoption and reducing reliance on phone support.

  2. Senior Manager, Customer Care & Art Services

    Jun 2020 – Feb 2021

    StickerYou · Toronto, Canada

    • Led a team of 25 Customer Care and Art Services associates in a time-sensitive environment, balancing fluctuating service demands, team capacity, quality standards, and urgent customer issues while keeping daily operations on track.
    • Managed complex customer escalations that required investigation beyond Customer Care, working with Production to trace root causes and find workable solutions within technical and operational constraints.
    • Developed in-depth knowledge of customer care processes and systems to troubleshoot escalations and outliers, support agents when standard procedures fell short, and identify recurring problems that required better ways of working.
    • Led technology and automation initiatives to improve established workflows, reduce manual work, and ensure new solutions could be consistently supported in day-to-day operations.

    Replaced fragmented email, Google Chat, and SMS communication with Slack as a centralized channel, improving cross-functional communication and operational coordination across the organization.

    Cleared the holiday backlog within one week by joining cross-functional volunteers in queue coverage and simplifying refund policies and guidelines, reducing average handle time by 50%.

  3. Lead, Customer Service

    Dec 2018 – May 2020

    foodora · Toronto, Canada

    • Led and developed a team of 20 Customer Service and Partner Service Associates, setting priorities, addressing performance issues, and supporting the team through a fast-paced food delivery operation.
    • Designed agent-level KPIs, rewards, and a tiered pay structure to align individual performance and incentives with service quality and operational goals.
    • Partnered with Global and Local Operations teams to resolve service issues, balancing local market requirements with global operating practices without creating inconsistencies across operations.
    • Designed and published weekly performance reports, analyzing KPI patterns and emerging trends to distinguish isolated issues from recurring operational problems.

    Reduced chat abandonment from 50% to under 10% within six months by standardizing support processes, introducing a unified refund matrix, and shifting overflow volume to a specialized offshore vendor while adhering to the annual budget.

    Designed and implemented a comprehensive Quality Assurance framework, deploying a dedicated QA Analyst to evaluate customer interactions and deliver targeted coaching to frontline agents.

  4. Operations Manager, Customer Service

    Mar 2017 – Sep 2018

    Bella Vista Media · Alajuela, Costa Rica

    • Managed day-to-day customer service operations overseeing 150+ personnel, monitoring service delivery and team performance while adapting to evolving priorities across different campaigns.
    • Improved operating performance through structured performance reviews, capacity planning, and needs assessments, adjusting staffing plans to match projected service volumes.
    • Configured and managed IVR and contact queue systems, identifying customer entry points, defining routing, and optimizing workload distribution across teams.

    Offset 65% of contact center operating expenses by redesigning agent training to prioritize customer retention and value-based engagement over refund-driven resolutions.

    Grew operations from 10 to 150 personnel by establishing a multi-tier leadership structure and developing comprehensive hiring, training, and performance management workflows.

  5. Operations Manager, Customer Service

    Apr 2007 – Feb 2017

    Venturia · Dubai, UAE & Bogotá, Colombia

    • Managed customer service operations across teams in Dubai and Bogotá, coordinating service delivery, team performance, and operational priorities while supporting clients based in North America.
    • Trained agents and senior staff on new and revised processes, ensuring consistent understanding and application of operational requirements.
    • Reviewed and calibrated calls, chats, and emails against service standards, addressing gaps to maintain consistent service quality.

    Established and scaled multinational customer support operations across the US, India, the Philippines, Costa Rica and Colombia, overseeing BPO partnerships and leading teams from 5 to 250 agents.

    Represented the organization at international marketing and contact center industry conferences.

Education

Ira A. Fulton Schools of Engineering, Arizona State University logo

Lean Six Sigma Yellow Belt Certification Program

Ira A. Fulton Schools of Engineering, Arizona State University

May 2025 – Jun 2025
Symbiosis University, Pune logo

Postgraduate Diploma in Customer Relationship Management

Symbiosis University, Pune

Aug 2009 – Jun 2010
University of Mumbai logo

Bachelor of Science in Information Technology

University of Mumbai

Jun 2003 – May 2006

Technology & Tools

CRM & Support

SalesforceZendeskZopimIntercomNICESugarCRMCustom CRMs

Telephony & Payments

Five9GenesysIVR & Call RoutingAuthorize.netPayPalAdyen

Data & Automation

SQLTableauLookerGeminiChatGPTCopilot

Collaboration

JiraAsanaSlackZoomGoogle WorkspaceExcel