Ankur Roy
Bangalore
Summary
Dynamic professional with 6+ years of experience in Customer Success, Product Operations, and Business Strategy. Proven expertise in improving customer experience, driving cross-functional collaboration, and optimizing processes through data-driven insights.
Experienced with optimizing operational workflows to improve efficiency. Utilizes strong analytical skills to identify and resolve issues promptly. Track record of leveraging communication and teamwork for successful project execution.
Overview
6
6
years of professional experience
Work History
Product Operations Associate
Shopflo
10.2022 - 10.2025
- Led weekly customer feedback sessions to identify pain points and influence product roadmap decisions
- Collaborated with product and engineering teams to improve merchant onboarding and feature adoption
- Led 3 teams: Support, Solutions, and Onboarding managing 13 members across functions
- Implemented Intercom AI system to improve first-response time and ticket accuracy
- Collected and analyzed customer feedback to propose product enhancements and improve retention
- Implemented Chatbot automation to reduce incoming support tickets by 25%
- Created SOPs and training material for new feature rollouts to improve CSAT and reduce handling time
Senior Associate Customer Success
Cashfree Payments
12.2021 - 10.2022
- Managed 30 key merchant accounts ensuring smooth integration and resolution of CRM queries
- Partnered with the product team to communicate customer insights into actionable development plans.
- Collected and analyzed customer feedback to propose product enhancements and improve retention.
Senior Business Operations Associate
Milaap Social Venture Ltd.
06.2019 - 09.2021
- Improved process workflows and reduced turnaround times by 15%
- Managed trust and verification operations for domestic and international payments
- Conducted cross-functional coordination between compliance, product, and customer support
Education
B.Tech - Electronics and Communication Engineering
National Institute of Technology
Sikkim06.2019
Skills
- SQL
- Google Analytics
- CRM Tools
- Excel
- PowerPoint
- UI/UX
- Product Documentation
- Jira
- Confluence
- Customer service
- Deadline management
- Verbal and written communication
- Interpersonal and written communication
- Project management
- Relationship building
- Stakeholder management
Personal Information
Title: Customer Success Manager | Product Operations Specialist
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Nepali
Advanced (C1)
Assamease
Bilingual or Proficient (C2)
Bodo
Intermediate (B1)
Bengali
Bilingual or Proficient (C2)
Timeline
Product Operations Associate
Shopflo
10.2022 - 10.2025
Senior Associate Customer Success
Cashfree Payments
12.2021 - 10.2022
Senior Business Operations Associate
Milaap Social Venture Ltd.
06.2019 - 09.2021
B.Tech - Electronics and Communication Engineering
National Institute of Technology