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Vaibhavi Rana

@vaibhavirana

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Customer Experience & Retention Manager at Autobrush who built AI support systems and raised CSAT from 4.2 to 4.6+.

United Arab Emirates

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At Autobrush, I own the support function and its contribution to retention. I built an AI audit system that reviews more than 400 social media tickets weekly, replacing sample-based quality checks with full coverage.

I also built a review intelligence system that turns customer feedback into structured insights for teams beyond CX. By identifying counterfeit confusion as a leading contact driver, I developed customer education and a comment-response playbook that reduced those contacts from 12.8% to 6% of total queries in one quarter.

At Shyft, I led a 45-person customer experience and operations team, with distinct workstreams across agents and team leads. I also served as the primary route for customer insight into product, marketing and operations.

At Airblack, I was part of the five-person founding core team and helped build the customer function as the business scaled. I improved retention and engagement by 70% and net revenue retention by 40% through in-app initiatives driven by customer feedback.

Experience

Work history, roles, and key accomplishments

Current

Retention & Customer Experience Manager

Current

Autobrush

May 2025 - Present (1 year 5 months)

Own the support function end to end, covering ticket quality, platform, team performance, and retention. Built automated review intelligence and AI audit systems, raised automation rate 18%, cut handling time 13%, and lifted CSAT from 4.2 to 4.6+.

Head of Customer Experience & Operations

Shyft

Jan 2023 - Oct 2024 (1 year 9 months)

Led a 45-person team of agents and team leads across customer experience and operations. Owned hiring, training, performance management, and staffing coverage, and acted as the primary route for customer insight into product, marketing, and operations.

Team Leadership Hiring Training Performance Management Staff Coverage KPI Reporting Customer Insights AI Tooling Budget Management Forecasting Resource Allocation

Customer Success Manager

Airblack

Jul 2019 - Jan 2023 (3 years 6 months)

Part of the five-person founding core team at a Series A business. Improved customer retention and engagement by 70% and net revenue retention by 40% through in-app initiatives, and sustained NPS above 70 across a 25,000+ monthly learner base.

Customer Retention Customer Engagement Net Revenue Retention In App Initiatives Onboarding Training Program Support NPS Salesforce Workflow Automation Reporting Remote Team Leadership Hiring Training Playbooks Customer Success Retention Engagement CRM Team Building

Founder & CEO

Doodle Dreams

Jan 2017 - Jul 2019 (2 years 6 months)

Built and ran the business end to end, owning the customer relationship directly across ecommerce and 70+ retail stockists. Reached INR 2 crore ARR within 14 months and launched 80+ SKUs in the first year, leading a team of 9.

Business Management Ecommerce Retail Customer Relationship Management entrepreneurship Business Operations Team Leadership Product Launch ARR Growth

Education

Degrees, certifications, and relevant coursework

Sushant University

Bachelor of Architecture, Architecture

2012 - 2017

Activities and societies: General Secretary and President, students' body.

Bachelor of Architecture degree from Sushant University, completed from 2012 to 2017. Recognized as a Dean's List and Merit Scholar, and received the Chancellor's Award.