# Mukul Arora

Mukul Arora is a remote worker on Himalayas, CX Operations Lead at Blue Raven, based in Canada.

Source: https://himalayas.app/@mukularora

```text
Customer Success Leader at MedTravel.AI who built the sales pipeline and customer success function from zero.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Canada |
| Authorized to work in | Canada |
| Salary expectations | 120k+ CAD |
| Job categories | Customer Success Manager, Sales Manager, Customer Experience Manager |
| Skills | Customer Success, Customer Experience Operations, Sales Management, Customer Retention, Churn Prevention, Revenue Growth, Upselling, Consultative Selling, Customer Lifecycle Management, Customer Onboarding, Customer Health Monitoring, Escalation Management, Sales Pipeline Development, Go To Market Strategy, Hiring |
| LinkedIn | https://linkedin.com/in/mukul233 |

## About

```text
At MedTravel.AI, I built the sales pipeline and customer success function from zero, including the initial client base, playbooks, and workflows. I own the customer lifecycle from onboarding through retention and expansion, and connect customer feedback with product priorities.

At Blue Raven, I lead customer experience operations and rebuilt the escalation path, reducing average resolution time from 4.5 to 2.8 days. I also created a weekly Freshdesk dashboard and standardized workflows; repeat contacts and missed follow-ups fell by 18%, while customer satisfaction rose from 4.2 to 4.6.
```

## Experience

### CX Operations Lead (current)

Blue Raven. Mar 2026 - Present

```text
Lead customer experience operations for a team of 6 agents, handling about 350 interactions weekly. Rebuilt escalation paths, cutting resolution time from 4.5 to 2.8 days, and raised CSAT from 4.2 to 4.6.
```

Skills: Freshdesk, Performance-Dashboards, Escalation-Management, Workflow-Standardization, Customer-Satisfaction, Team-Leadership

### Co-Founder and Head of Customer Success (current)

MedTravel.AI. Sep 2025 - Present

```text
Built the sales and customer success functions from zero, including go-to-market, sales pipeline, and initial client base. Own the full customer lifecycle and set up cross-functional feedback loops.
```

Skills: Sales-Pipeline, Customer-Success, Go-To-Market, Playbooks, Customer-Lifecycle, Start-up-Leadership

### Sales and Customer Success Manager

GLENTEL Inc.. Feb 2023 - Jan 2026

```text
Hired, coached, and managed sales associates across multiple retail locations. Ranked #1 province-wide among 200+ managers and won the Smasher of Records award for retention and revenue growth.
```

Skills: Sales-Management, Coaching, Performance-Management, Retention, Revenue-Growth, Training-Programs, Selling-To-Customer-Needs

### Customer Success Team Lead

Thrillophilia.com. May 2020 - Jan 2023

```text
Led up to 20 customer success representatives on a high-volume B2C and B2B platform. Managed key B2B accounts and received the Exceptional Performance Award in 2022.
```

Skills: Team-Leadership, Customer-Success, B2B-Account-Management, Escalation-Management, Workflow-Development, NPS, Retention

## Education

### University Canada West

MBA, Business Administration

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MBA degree from University Canada West, completed in 2024.
```

### Lovely Professional University

Bachelor of Science, Business Administration

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Bachelor of Science in Business Administration from Lovely Professional University, completed in 2018.
```

### Western Sydney University

Diploma of Business Studies, Business

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Diploma of Business Studies from Western Sydney University, completed in 2016.
```

### Gainsight

Gainsight Customer Success Manager Certified Professional, Level 1, Customer Success

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Certified as a Gainsight Customer Success Manager Professional, Level 1.
```

### SuccessCOACHING

Certified Customer Success Manager (CCSM), Level 1, Customer Success

```text
Certified as a Customer Success Manager (CCSM), Level 1.
```

## Tech stack

- Salesforce
- FreshDesk
- Gainsight
- Power BI
- Claude

To contact Mukul, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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