With over 10 years of experience across multiple organizations and verticals, I am a CX leader who drives customer-centric vision and strategy for Infra.Market, a leading B2B marketplace for construction materials. I have a strong background in marketing and operations management, with an MBA from MDI Gurgaon and a B.Tech in Electrical Engineering from KNIT. As the Head of CX, Product Support & Inside Sales, I created the CX roadmap, built multiple verticals within CX, and hired, trained, and led a team of 24 members. I devised customer experience journey, processes, and onboarded technology to scale the function from 0 to 1. I also defined CX function’s business processes through the People > Process > Product stages and built a CX Centric Competency Framework to enable growth of teams as we scale. I manage the P&L for the function with a focus on optimizing ROI across verticals and locations. Previously, I delivered customer experience across customer interaction channels at Swiggy and airtel, where I drove process improvements, operational excellence, and customer satisfaction through analytical and agile approaches. I am passionate about solving customer problems, enabling customer delight, and delivering business value through CX innovation and excellence.