Open to opportunities

Rati Kale

@ratikale

Message

I improve operations, customer journeys, and scalable workflows through business transformation, AI, and automation.

India

Message

What I'm looking for

I'm looking to improve operations, customer experiences, and scalable service delivery through cross-functional transformation, practical AI adoption, automation, and process improvement.

I've helped founders, SMEs, and global teams improve business operations, customer journeys, and cross-functional execution through practical AI-powered workflows, automation, SOPs, and operating playbooks.

At Adventus.io, I led a global Customer Success and Training team, reducing onboarding and service-delivery turnaround time by 30% and improving operational efficiency by 25%. At ApplyBoard, I led onboarding and enablement across South Asia, built playbooks and Salesforce processes, and improved regional team performance by 20%.

My work spans SaaS, education, government, and healthcare, including process mapping for Nurse Maude's SharePoint transformation and supporting Inland Revenue New Zealand's digital-services rollout. I'm passionate about making AI practical, having built workflow prototypes and mini applications with Codex, Claude, ChatGPT, and Replit, and published AI for Everyday Life.

Experience

Work history, roles, and key accomplishments

Current

Business Consultant – Business Operations & AI

Current

Self Employed

Apr 2025 - Present (1 year 4 months)

Partner with founders and SMEs to improve business operations, customer journeys, and cross-functional execution. Design AI-powered workflows and automations to reduce manual effort and improve efficiency.

AI Process Automation Business Operations Customer Experience SOP Development Workflow Automation

Senior ACC Administrator (North & South Island)

Nurse Maude

Nov 2023 - Sep 2024 (10 months)

Managed complex operational cases, collaborating with internal stakeholders to ensure timely, accurate, and compliant outcomes. Rebuilt and standardised SOP documentation and led the restructuring of a legacy SharePoint knowledge repository.

SharePoint SOP Development Process Mapping Miro Stakeholder Management

Enablement Specialist (South Asia)

ApplyBoard

May 2023 - Nov 2023 (6 months)

Led product onboarding and enablement initiatives across South Asia, improving product adoption and supporting successful customer outcomes. Configured, tested, and validated Salesforce processes in sandbox environments.

Salesforce Product Onboarding Enablement Process Improvement SOP Development

Manager – Customer Success & Training (Global)

Adventus.io

May 2021 - Dec 2022 (1 year 7 months)

Led a global Customer Success and Training team, managing performance and coaching individuals. Improved customer onboarding and service delivery processes, reducing turnaround time by 30% and increasing operational efficiency by 25%.

Customer Success Training Team Management Process Improvement Salesforce Stakeholder Management

Customer Service Officer

Inland Revenue

Jul 2018 - Apr 2021 (2 years 9 months)

Supported the Go-Live rollout of new digital services during a large-scale transformation, helping customers and colleagues adopt new processes. Managed complex customer cases and consistently maintained 90%+ performance across quality and productivity metrics.

Customer Service Digital Transformation Case Management

Programme Support

University of Canterbury

May 2017 - Jun 2018 (1 year 1 month)

Worked across multiple university departments, supporting student engagement, programme delivery, and operational initiatives. Delivered a conversion management project for the International Relations Office.

Stakeholder Management Data Analysis Process Improvement

Operations and Sales Manager (West India)

Miles CPA Review Pvt Ltd

Feb 2015 - Dec 2016 (1 year 10 months)

Advised prospective students on the CPA certification journey through consultations and product demonstrations. Managed regional sales and business operations across Western India, improving coordination between sales, operations, and international teams.

Sales Operations Management Customer Relationship Management Market Expansion

Apple Solutions Consultant

Apple India Pvt Ltd

Jan 2012 - Jun 2014 (2 years 5 months)

Delivered personalised product consultations, helping customers identify the right solutions through demonstrations and technical guidance. Recognised as the top-performing Apple Specialist in Maharashtra for consistently achieving the highest sales performance.

Sales Customer Service Product Knowledge Technical Support