Vivek Sequeira

Improved customer experience by leading chatbot integration on Intercom for B2B and B2C. Built SOPs, trained intents, and enabled auto-refund/order lookup flows via API. Achieved 50–63% ticket deflection, reduced response time by 40%, boosted CSAT, and cut support costs by automating repetitive queries.

Managed B2B and B2C customer success at Gelato, improving CSAT and retention through automation and data insights. Launched AI chatbot deflecting 63% of queries, built refund/reorder workflows, and used tools like Intercom, Looker, and Tableau to analyze trends, optimize processes, and enhance customer experience.

Sourced and implemented a chatbot solution, improving customer satisfaction and deflection rates. Developed automated flows and conducted data analysis on customer interactions to optimize performance.

Supported onboarding of new customers and drove business outcomes to ensure customer success. Developed success plans and acted as a trusted advisor to customers.

Led customer success initiatives at Cashfree, scaling support operations during rapid growth. Built and managed support, risk, and operations teams from scratch. Implemented process automation, reduced resolution time, improved CSAT, and handled complex escalations across fintech products using tools like Zendesk and SQL.

Managed relationships with educators, developing strategies to increase engagement and retention while meeting performance targets.

Provided support to Amazon sellers, resolving account-related issues and ensuring prompt handling of inquiries.

Handled a high volume of escrow transactions, ensuring accuracy and efficiency while resolving issues and meeting performance targets.

Completed a Bachelor of Business Management, focusing on various aspects of business operations, management principles, and customer service strategies.