Sreesh G Balsa

As a seasoned operations and customer support leader, I bring over a decade of experience in managing high-performing teams and driving process improvements in fast-paced environments. My career has been marked by a consistent ability to enhance operational efficiency, improve customer satisfaction, and foster team growth.

In my role as Operations Lead at Thrive Now, I successfully reduced onboarding TAT from 7 days to 3 days and improved key support metrics, achieving a First Response Time of 2 minutes for live chats and 4 hours for email tickets. I also developed and maintained SOPs for department-wide processes and identified cross-functional improvements.

My professional journey includes leading diverse teams across various industries, from managing a team of 26 support members at Dunzo to spearheading growth strategies as a Business Development Manager at IntelleSecure Network Solutions. I am passionate about employee development and customer-first solutions, with a strong analytical skill set that enables me to implement process improvements to optimize team performance.