I am a Cluster Head at IndiaMART InterMESH Limited, India's largest online B2B marketplace, with over six years of experience in sales and customer success. I lead and manage the business delivery team, ensuring the delivery of high-quality services and solutions to our clients across various segments and geographies. I also optimize the operational processes and performance of our team, aligning them with the company's vision and goals. My core competencies include strategic operations management, process optimization, team leadership, customer success, B2B commerce, and customer relationship management (CRM). I am passionate about creating a customer-centric culture across the organization, and driving business value based on customer delight. In my previous role as a Senior Manager - Customer Experience and Retention at ACT FIBERNET, I implemented various customer retention strategies and quality guidelines, resulting in a consistent churn rate below 2% month on month. I hold an MBA in Marketing from Great Lakes Institute of Management, and a L.L.M (Professional) from National Law University, Delhi. I am also a certified People Manager and an Engagement Champion, with a keen interest in diversity and inclusion.