Expanded scope to AI monetisation, revenue ownership, and go-to-market. – Created AI pricing (seed + usage-based) that converts at 40% free-to-paid with 2.5x revenue growth — $300K ARR, 25+ paying enterprise customers. 10% churn on AI customers vs 18% overall — AI is the retention moat. – Grew total Service CRM ARR to $1.3M across 80+ customers including international accounts in US, Singapore, and Middle East. – Positioned product as AI-First Service CRM and drove measurable outcomes: Agent TAT 66hrs → 20hrs (↓70%), NPS 17 → 31 (↑82%), CSAT 3.6 → 4.5 (↑25%), support tickets/month 227 → 68 (↓70%). – Enabled Sales motion by positioning Compliance-First Service CRM for BFSI and Mobile-First use cases for Emerging Verticals. Pipeline grew $500K → $1.5M, conversion 5% → 6%. – Cut churn from 30% to 18% — built customer health signals for roadmap intelligence; same data enabled CSMs to identify at-risk accounts and intervene proactively. – Created Internal Chatbot for Support/PS/CSM — saved 60% bandwidth.

Built LeadSquared's Service CRM from scratch, leading a team of 40. – Architected the full product — Core Ticketing Platform, Omnichannel Communication Layer, Customer 360, AI Suite, Knowledge Base, and Dashboards. – Shipped through beta rollouts with control groups before scaling to GA. – Scaled platform from zero to 50+ enterprise customers across BFSI, EdTech, D2C, Healthcare, and Manufacturing. – Embedded in implementation for top 20 accounts (45% of revenue) to understand ground reality — insights directly shaped the product. – Trained PS, CSM, and Presales to scale independently — CSM ramp time reduced from unstructured to 3 weeks.

– Launched Automation Module from scratch — 75% client adoption (600/800). Introduced Webhook Node that became the key differentiator for closing enterprise deals. – Cut PS implementation effort by 80% by shipping pre-built Automation and Landing Page Galleries for common use cases. – Drove Object-Type Platform Absorption — opened the product for the EdTech vertical, increasing target customer base by 3x.

– Improved communication reliability: DLT failures 25% → 2%, SMS errors ↓90% by introducing template approval workflow. – Collapsed integration timelines: WhatsApp template creation 3 weeks → 30 min via API (Kaleyra/Karix), telephony vendor onboarding 3 weeks → 1 day through IVR automation.

– Owned Product Newsletter for org-wide stakeholder communication — aligned Sales, PS, CSM, and leadership on product direction and releases. – Identified DLT compliance gaps in SMS delivery that became the foundation for the reliability overhaul in the next role.

– Designed monetization strategy for luxury car segment — identified 3 revenue streams worth ₹2.5Cr in potential annual revenue. – Shipped user review feature to production for the editorial section — page engagement up 25%, avg. time-on-site up 18%. – Increased used car enquiries by 30% by displaying targeted content to the right user segments across 15K+ daily visitors.

o Worked on multiple projects based on the SAP ABAP programming o Application performance Test for potential bottlenecks and identification of possible solutions o Custom script writing to increase system efficiency and lower human intervention o Maintenance, security, backup and redundancy strategies

o Trained in Python, Relational Database Management System o Implementation of banking system using Python o Stream training in SAP-ABAP o Implementation of product management system based on SAP-ABAP, Web Dynpro and Smart forms

o Family-run multi-generation business in textile trading and wholesaling based in Burra Bazaar, one of the biggest and oldest market hubs in Kolkata and East India. o Understanding customer needs and production of new products based on their requirements o Maintenance of inventory to meet business requirements o Proactive Engagement with staff members to address their problems and to maintain work positivity