Open to opportunities

keerthy reddy

@keerthyreddy

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Customer Experience leader driving retention, billing excellence, and high-performing support teams.

India

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What I'm looking for

I seek a role where I can lead customer-facing teams, reduce churn, optimize billing and onboarding, and collaborate cross-functionally to improve product and operations.

I am a customer experience leader with 6+ years across wellness tech, SaaS, and financial services, focused on aligning customer needs with business goals. I have a strong track record leading teams, resolving complex billing cases, and improving CSAT through process optimization.

At Nutrisense I led billing support, created SOPs and internal tools, and coached agents to deliver empathetic, accurate responses while handling escalations and tracking CSAT/DSAT trends. Previously, I built and managed online reputation and support teams at BYJU'S, drove community engagement, and executed brand activations.

I bring a data-informed, empathy-driven approach to support and success: mentoring new hires, reducing churn through targeted retention strategies, and collaborating cross-functionally to remove recurring friction and improve product and operational outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Team Lead

Current

Nutrisense

Apr 2025 - Present (9 months)

Lead the billing support team, handled complex escalations (refunds, cancellations), and implemented coaching, SOPs, and tooling to improve CSAT and reduce recurring billing issues.

Billing Support CSAT Coaching SOPs Escalation Management Process Improvement Cross Functional Collaboration Zendesk

Customer Success Specialist

Nutrisense

Nov 2023 - Mar 2025 (1 year 4 months)

Maintained a 92.39% CSAT and resolved over 10,000 tickets while reducing churn through targeted retention strategies and cross-functional advocacy for product improvements.

& Customer Success Ticket Resolution CSAT Churn Prevention Data Analysis Cross Functional Collaboration Mentoring

Lead, Online Reputation

BYJU'S

Aug 2022 - Nov 2023 (1 year 3 months)

Built and led a support team handling 50+ daily issues, managed online reputation across Quora and LinkedIn, and orchestrated 50+ brand activations with a 100+ volunteer network.

Team Leadership Community Management Content Strategy Crisis Response Social Media

Senior Associate

BYJU'S

Mar 2022 - Sep 2022 (6 months)

Enhanced Quora community engagement and brand recognition by developing content strategies and training team members to maintain brand consistency and address negative feedback.

Community Engagement Content Strategy Training Brand Management

Marketing Associate

BYJU'S

Aug 2020 - Apr 2022 (1 year 8 months)

Built and led an ORM team, crafted targeted social copy to improve brand voice, and streamlined support processes to accelerate response times and consistency across platforms.

Process Optimization Content Management Team Building Twitter LinkedIn Customer Support