Masai 

Director

PagarBook

Operations and Account Management
● Set up and scaled customer support and success models for SaaS and Financial Services business
● Manage renewal revenue of 50,000$ MoM, with improvement of SaaS yearly renewals from 28% to 54%
● Manage a team of 25 customer support and success specialists with Customer NPA of 4.4 (out of 5.0)
● Conduct product training across functions for newly launched features which enable sales.

Sales and Revenue
● Led Sales for new cities of Delhi and Jaipur, and scaled them to 10,000$+ monthly business teams
● Manage a team of 6 account managers to ensure enterprise clients issues are resolved and achieve a 85%+ renewal.

Talent and People
● Managed, developed and retained the support and success teams, with less than 5% attrition
● Received e-NPS for manager of 4.5/5.0+ over the last 18 months; highest at PagarBook for any manager

Associate Director

Senior Manager

Bounce

Demand Generation:
● Grew the B2C rentals business of Bounce 20% month-on-month over June to August 2020
● Rentals revenue contributed to 95% of Bounce revenue in FY 21-22
● Made rentals business profitable by September 2020, with 4% contribution margin

New product and business development:
● Launched Bounce taxi in 5 Tier-2 cities, and scaled to 50,000+ rides a day, before handing over to BAU team
● Launched Bounce Auto in 3 cities, and scaled to 20,000+ rides a day, before handing over to BAU team
● Launched Bounce Hitch - a car and bike pooling concept in Bangalore in September 2020
● Worked on strategy and expansion of Bounce EV and Battery swapping, paving way to today’s Bounce infinity
Operations management:
● Reduced out-of-warehouse costs for bike rentals, by 30% over a period of 6 months in FY 20-21
● Improved renewals and reduced maintenance of bikes on rentals contributing to 8% savings for per bike per month
● Increase reliability of bikes, by ensuring all parameters of bikes are First-time-right on delivery to customer

Taplio

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Shashank Surana

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