As an Independent Consultant and Strategic Advisor, I advise SaaS founders, COOs, and executive teams on Customer Success, Technical Support, Professional Services, and Customer Experience. I design scalable operating models and build Global Capability Center operations to support customers across North America, EMEA, and APAC.
At Avankia Software, I directed global onboarding, implementation, support, and Customer Success teams. I improved NPS by 15%, increased CSAT by 25% through AI/ML-driven support automation, and reduced response times by 30%.
At Allscripts India LLP, I led 75+ global resources across support and service delivery, and established a knowledge base and self-service FAQ platform that reduced ticket volume by 22%. Earlier, at Symphony Services Corporation (I) Pvt. Ltd., I transitioned support and QA projects from the US to India and set up a 24/7 operating model.
