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Roohi Nawaz

@roohinawaz

I build customer operations that scale revenue, improve CSAT, and turn complex service journeys into measurable business outcomes.

India

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What I'm looking for

I’m looking to lead customer and business operations where I can scale teams, improve customer journeys, use data to drive decisions, and build efficient, compliant processes that deliver measurable growth.

At Angel One, I lead customer success operations across a $30M budget and 900+ team members, scaling five concurrent client-services processes by 500% in eight months. I’ve helped organically increase customer acquisition by 400% through targeted promotions, retention strategies, and referral incentives.

I focus on fixing the customer journey at its root. By integrating services, analyzing customer insights, and improving processes, I reduced complaints by 98%, increased CSAT by 39% to 85%, and brought resolution time for 99% of customer queries down to 24 hours.

I’ve built stronger teams and systems through training, quality operations, CRM transformation, and automation. Moving from Help Scout to Salesforce improved real-time Tableau dashboard data accuracy by 97%, while training and development reduced incorrect resolutions by 92%.

Previously at Zomato and Policy Bazaar, I improved ARPU, retention, service speed, sales performance, and global support operations. I bring hands-on operational leadership across customer experience, compliance, vendor management, budgeting, performance management, and cross-functional product collaboration.

Experience

Work history, roles, and key accomplishments

Current

Chief Operations Officer COO

Current

Angel One

Oct 2021 - Present (4 years 11 months)

Executive leadership with financial acumen streamlined operations, boosted customer acquisition organically by 400%, and achieved 500% process expansion in 8 months. Reduced customer complaints by 98% and increased CSAT to 85%.

Strategic Management Leadership Stakeholder Management process excellence Business Operations Retention Performance Management NPS Management Customer Engagement CRM Management Data Analysis Tableau Salesforce AI Tools Process Automation vendor negotiation Budgeting Compliance Risk Mitigation

Assistant Manager Sales & Customer Service Operations

Zomato

Dec 2018 - Oct 2021 (2 years 10 months)

Strong project management developed high financial performance culture in startup environment of telesales unit, skyrocketed ARPU by 1200% and increased ARR by 331%. Managed operations for 28 countries and trained global teams.

Project Management Sales Operations Customer Service ARPU Process Improvement Data Analysis SLA Management Team Leadership

Assistant Manager - Sales Operations

Policy Bazaar

Jun 2016 - May 2018 (1 year 11 months)

Setup real-time Tableau dashboards, scaled up hourly system occupancy by 40% and utilization by 38%, raising sales by 125%. Managed a financial services portfolio with 98% customer satisfaction.

Tableau Sales Operations Data Analysis Process Improvement Team Management Cost Optimization Microsoft Office Professional Services