ORO Labs

Customer Success Manager

Metaphy Labs

A generalist at heart and craft 🤺

At Metaphy Labs, I took care of many projects right from ideation to execution. Here are a few areas I work on: 
1. Product: I worked on Metaphy's new product offering, ToMoBo, a revenue intelligence platform. Imagine, as a salesperson, you had your own J.A.R.V.I.S. to help you across various sales pipeline stages. I helped in the ideation, building a clear product roadmap, copy of the entire platform, assisting the product designer with branding and design, building out growth experiments, and many more. 

2. Customer Success: Built a solid process that ensures all our end users never face a hiccup while using the product. Being a user-centric organization, my role was to build a support ethos that forever keeps the customer at the center of any decision ❤️

3. Culture: Building a solid foundation of culture here at Metaphy Labs which makes our company the most sought-after brand to work with. My role focused on fostering a solid employee experience and of course, maintaining a high employee retention. I also created the company ethos, its initial culture documentation and chalked out a list of perks and benefits that would create a one-in-a-million employer brand. 👾

Apart from these, I took care of a ton of tiny things such as copywriting, documentation, onboarding teardowns, market research, etc that came my way.

Generalist (Product, Growth, Customer Success and People)

Cutshort

TL;DR: My entry to loving how SAAS companies work and how critical hiring the right people at the right time can compound the growth of companies. 

🦸Superpowers built: Product thinking, strategic hiring, Employee experience

Most of my work involved: 
1. Consult founders, and CHROs to understand their current hiring gaps 🔬
2. Enabling companies to build hiring strategies that reduce the time & cost to hire ⌛💰
3. Helping companies build a self-sustainable employer brand 🛞

Apart from this, here are a few projects I worked on at Cutshort
1. Boost the employee experience at Cutshort via Subcultures. The Memes subculture had taken off helping everyone at work unwind during the day. 
2. Handling the sales hiring process end-to-end. Building a hiring experience for candidates rather than offering them "just another interview". Achieved a 95% acceptance ratio for every offer rolled out. 
3. Built a base framework for partnerships at Cutshort that helped us crack a solid revenue partnership deal with WeWork helping create a baseline of sales opportunities worth 25L+ in the first month.

Revenue & Partnerships

Awfis Space Solutions Private Limited

TL;DR: The biggest bet that I took with my career which also took me through one of the toughest times in my career (Covid) building some agile muscle 💪🏼

Superpowers built: Agility, Resilience, and Stakeholder Management

Context: Awfis Space Solutions is one of the largest co-working space provider competing with brands like Smartworks, WeWork, Regus, etc.   

Role: I started as an Assistant Manager - Sales and eventually moved on to a pre-opening specialist of new markets for Awfis. This was my first stint outside of hospitality

Success stories - 
👉🏼 Successfully closed two deals which helped the organization with INR 1.17 CR revenue during peak Covid (took a lot of relationship building for both of them)
👉🏼 Successfully pre-opened the city of Ahmedabad and onboarded channel partners that ensured an in-flow of revenue worth 5+ CR in LTV

Assistant Manager - Sales

Hyatt Regency Pune

TL;DR: Probably the role that was closest to my heart. A role that shaped my career and personality. Thank you, Hyatt ❤️

Superpowers built: Business Development, Time Management & Multi-tasking seamlessly

Context: Hyatt Regency Pune is a 5-star hotel and apartment property in Pune that offers one of the best places to work. 

Role: I started as an Event Sales Coordinator, and I was promoted to Event Sales Executive within 9 months. I handled catering sales (banquet sales) as my primary KRA and international business as my secondary KRA. 

Success stories - 
👉🏼 Secured a booking for PEN International that brought in 1.59 CR worth of revenue in a short span of 10 days
👉🏼 Handled the top 20 accounts for the hotel and over-achieved my target by 195% for 2018
👉🏼 Created a new revenue stream in international business that brought an LTV of 5+ CR for the hotel
👉🏼 Successfully helped the team in transitioning from Salesforce to Hyatt's internal CRM, Envision (For Hyatt Regency Pune, only)

Event Sales Executive

Event Sales Coordinator

Taj Hotels Resorts and Palaces

TL;DR: First real job that pushed limits in me and taught me a ton of stuff! ✨

Superpowers built: Empathy, people skills, polished communication ✨

Context: Taj Gateway was a 4-star property managed by the Taj group in the humble city of Hubli (essentially where my parents lived, hence the choice of Hubli)

Role: I started out my role as a "receptionist" but was more than just a receptionist. I handled everything from guest relations, reception operations, telephone operations, tour operator relations, concierge, guest satisfaction manager, and auditor. Yup, that's a lot 😬

Success stories - 
👉🏼 Enabled the team in increasing the Front Office NPS from 6.5 to 8.8. 
👉🏼 Upsold rooms + services worth INR 2 Million during the short tenure 
👉🏼 Ensured 100% accuracy in night audits for the hotel
👉🏼 Created a quick-check in experience for groups reducing their check-in time to a rapid 10 minutes from 30 minutes

Service Associate - Front Office & Guest Relations

JW Marriott

TL;DR: A short stint that helped me with a few interesting stories 📜

Superpowers built: Handling angry (drunk) clients 😬

Context: J.W. Marriott is a luxury hotel brand that offers internships with a slice of some mind-blowing ice cream at their restaurant 🤌🏼

Role: A guest relations intern who worked across their AYS (At Your Service) team and Reception assistance team 🛎️

Learnings: Learnt - 
👉🏼 How handling difficult guests can go wrong when empathy is shown the wrong way
👉🏼 How communication is absolutely crucial in difficult situations
👉🏼 How to never ask a chef their secret recipe for their ice cream
👉🏼 How a simple smile can work while speaking over the phone (I honestly want you to try it if you are reading this) 

🤔 How did I land this role? Cold-called the hotel. Asked if they were taking applications for interns, interviewed on Skype, and bam! I was interning there. 🚀

Intern - Guest Relations

Four Seasons Hotels and Resorts

TL;DR: Honestly, one of the best learning experiences of my life. Taught me the most important life skill, empathy. 

Superpowers built: Empathy and humility ✨

Context: Four Seasons Hotel is a luxury hotel brand that offers a learning experience for its interns rather than onboarding interns as free labor ❤️

Role: An operations intern who worked in the four core departments of a hotel: Guest relations, Rooms management, Kitchen, and F&B 🛎️🛌🏼🔪🍷

Learnings: Learnt - 
👉🏼 What true luxury really is
👉🏼 How making a connection with a hotel guest enhances their experience 
👉🏼 Handling difficult guests with pure empathy
👉🏼 How important it is for an entire team to be successful to ensure every single guest has a seamless stay experience. 
👉🏼 What true humility is and how difficult it is to accept humility in its utter most raw form. 

🤔 How did I land this role? Cold-called the hotel. Asked if they were taking applications for interns, flew to Mumbai, and gave three rounds of interviews. 🚀

Intern - Hotel Operations

Caperberry Restaurant

TL;DR: My first role in a professional kitchen taught me the hardships of a chef's life 👨🏼‍🍳

Superpowers built: None 😬

Context: Caperberry is a fine-dine restaurant in Bangalore, well known for its experiments with molecular gastronomy. ⚗️

Role: A junior chocolatier helping Caperberry meet their demands during the festive season 🎇

Learnings: Learnt: 
👉🏼 How important the role of temperature is when it comes to chocolate
👉🏼 Why tempered chocolate just hits the nail 🤌🏼
👉🏼 Why water is a major enemy of chocolate 
👉🏼 Why I absolutely hate white chocolate 🙃

🤔 How did I land this role? Networking with the head chef/owner of this restaurant during an event at my college. This was a part-time role that required me to attend college full-time and work in the evenings.

Junior Chocolatier

I've had an interesting journey to reach wherever I currently have. For PR reasons, I say I've had a non-linear career; but honestly, I have just been figuring out what I love to do. 

It all started in 2013 when I started working as a Chocolatier at a restaurant in Bangalore. 🍫
Realised how much I dislike the smell of chocolates, and being a chef isn't my thing. That's where I dabbled through different roles across Operations, Sales, and ultimately as a generalist to figure out where my passion lies. 

Now, I work at ORO Labs as a part of their Customer Success Team enabling procurement teams globally to change the ballgame and humanise their processes. 

Sounds like an interesting story? It definitely was! Hence the self-proclaimed tag of being a Swiss Knife with skill.

Outside of work, I enjoy: 
🍔Food
Started cooking at the age of 6, and never looked back. I am currently writing my cookbook. Apart from cooking my food, I love eating out and experimenting with my palette. 

🏎️Formula 1 
Obsessed with the sport. I once bet on a race and got a tattoo (that obsessed) 

♥️ Mental Health advocate
I suffered through chronic depression across various stages of my life. Therapy helped me, and honestly saved me. Forever advocate of mental health > physical health. Need some insights into my experience with therapy? Hit me up!

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