Summary
Overview
Work History
Education
Skills
Clients Handled
Websites
Timeline
Generic

BHARATH SHETTY

Indiranagar

Summary

Versatile and results-oriented professional with eight years of experience across Customer Experience, Customer Success, Project Management, and Account Management. Currently serving as a Customer Experience Manager at a leading fintech neobank, driving user-centric strategies, and digital-first service improvements. Proven ability to foster client loyalty, streamline processes, and lead cross-functional teams to deliver measurable impact. Seeking to contribute to an innovative organization where I can apply my diverse expertise, scale customer-centric initiatives, and support sustainable growth.

Overview

10
10
years of professional experience

Work History

Customer Experience Manager

Revolut
06.2024 - Current
  • Led CX strategy and operations for the Payments vertical, including Transfers, Cards, and Card Payments, ensuring a seamless and customer-first experience across all touchpoints.
  • Designed and implemented scalable processes for new feature launches, aligning customer onboarding and support readiness for smooth rollouts.
  • Investigated recurring customer issues, collaborated with Product and Engineering to drive resolutions, and enhanced journey touchpoints to reduce friction.
  • Championed efforts to reduce Customer Response Time (CRT), resulting in improved SLA adherence and increased customer satisfaction scores.
  • Overhauled and expanded the customer knowledge base, improving content quality, structure, and discoverability to empower self-service.
  • Standardized internal workflows through documentation and process mapping, increasing operational efficiency and cross-team alignment.
  • Contributed to the enhancement of LLM-based support tools (e.g., AI chatbots), refining training data and improving model accuracy for Payments-related queries.
  • Acted as a voice of the customer, delivering actionable insights to influence product development and CX strategy.

Team Lead - Customer Success

ConvertCart
09.2022 - 05.2024
  • Led a team of five Customer Success Managers, supporting a portfolio of over 100 customer accounts.
  • Oversaw the execution of key customer journey milestones, including onboarding, business reviews, renewals, upsells, and opportunity identification.
  • Collaborated closely with cross-functional teams to maintain alignment, and ensure visibility across departments.
  • Managed escalations and provided strategic oversight on customer support issues to drive resolution and satisfaction.
  • Contributed to team development through hiring, onboarding, coaching, performance management, and career growth initiatives.
  • Coordinated with the development team on quality assurance efforts, and kept customers informed on product updates and new feature releases.
  • Partnered with the Product team to prioritize customer feedback and feature requests to improve overall product value and experience.

Customer Success Manager

ConvertCart
08.2021 - 09.2022
  • Managed a portfolio of 20+ international accounts across North America and Europe.
  • Served as the primary point of contact for clients, collaborating to develop strategies that enhance conversion rates, and address challenges using the ConvertCart platform.
  • Defined critical goals and key performance indicators, supporting customers in achieving their business objectives.
  • Presented A/B test results to evaluate the impact on conversion and ROI, and delivered periodic (monthly/quarterly) performance reports with detailed analysis and actionable recommendations.
  • Collaborated with cross-functional teams—including Product, Engineering, and Development—to ensure timely launch of experiments and new features.
  • Proactively identified opportunities to cross-sell additional ConvertCart services, and generate customer referrals.
  • Selected to join the Onboarding Team, responsible for guiding new clients through initial setup and feature deployment.
  • Recognized with the “Rising Star” award for outstanding performance in the Customer Success department.

Account Manager

Network 8 Pvt Ltd
09.2018 - 07.2021
  • Spearheaded multiple projects aligned with key milestones to ensure timely delivery of client commitments.
  • Led cross-functional teams comprising content writers, designers, developers, and manufacturers to manage end-to-end project execution, including requirements gathering, asset reviews at each stage, and coordination of events and promotions.
  • Conceptualized, planned, and delivered diverse marketing assets for leading multinational corporations.
  • Managed and executed year-round promotions and events for Pernod Ricard India, supporting their national and key domestic accounts across Karnataka.
  • Boosted inquiries from existing accounts through strategic upselling, strengthening client relationships, and proactively pitching innovative business ideas.
  • Skilled in recruiting top talent, mentoring team members, and empowering executives for enhanced performance.
  • Contributed to over 25% of the organization's revenue across two quarters through successful upselling and generating new referrals.

Client Servicing Executive

Pink Lemonade Communications Pvt. Ltd
02.2017 - 06.2018
  • Served as single point of contact for client, vendors, and internal teams regarding deliverables.
  • Managed execution of diverse digital marketing assets and social media campaigns for top MNCs.
  • Gained hands-on experience in video production, photo shoots, website development, and print media.
  • Prepared pitch presentations for new business initiatives and social media campaign concepts.
  • Advised stakeholders on functional issues to enhance business engagement visibility.
  • Conducted monthly financial analysis meetings and adjusted budgets based on forecasts.

Intern

CITIZENS BANK
Cambridge
05.2016 - 07.2016
  • Consumer Lending (Referral Partnership) - Develop a model for successful partner evaluation to increase consumer loan volume, and identify new target segments to increase Citizens Bank's unsecured loan portion in the consumer lending space.

Project Management Intern

Oracle Financial Services Software LTD
01.2015 - 05.2015
  • Collaborated within project management team for Software Configuration Management, linking core software development teams.
  • Analyzed central management system efficiency to enhance software delivery to banks in Africa.
  • Researched operational factors impacting efficiency and developed interim report for organization.
  • Supported senior project managers throughout project lifecycle from presales to closure.
  • Conducted risk and gap analysis, recommending appropriate mitigation and contingency plans.

Education

MASTER OF INTERNATIONAL BUSINESS - International Finance

Hult International Business School
Boston, Massachusetts, USA
01.2016

BACHELOR IN BUSINESS MANAGEMENT - Financial Markets

Manipal University
Manipal, India
01.2015

Skills

  • Customer Experience Management
  • Customer Success Management
  • Product Management
  • Vendor Management & Negotiation
  • Recruitment & Training
  • Process Design & Documentation
  • Financial Analysis & Budgeting
  • Cross sell & Upsell
  • LLM & AI Support Tool Training
  • Escalation Handling
  • SLA Management
  • Salesforce / HubSpot / CRM Platforms
  • Notion / Confluence / HelpDocs
  • Jira / Asana / Trello
  • Looker & Power BI
  • G Suite & Office 365
  • Adobe Photoshop & Illustrator
  • Pipedrive & Kissflow
  • Tableau / Looker / Google Data Studio

Clients Handled

  • Fintech
  • IT & BPO
  • FMCG
  • Healthcare
  • Gaming & Video production
  • Real Estate
  • Beverage
  • SaaS

Timeline

Customer Experience Manager

Revolut
06.2024 - Current

Team Lead - Customer Success

ConvertCart
09.2022 - 05.2024

Customer Success Manager

ConvertCart
08.2021 - 09.2022

Account Manager

Network 8 Pvt Ltd
09.2018 - 07.2021

Client Servicing Executive

Pink Lemonade Communications Pvt. Ltd
02.2017 - 06.2018

Intern

CITIZENS BANK
05.2016 - 07.2016

Project Management Intern

Oracle Financial Services Software LTD
01.2015 - 05.2015

MASTER OF INTERNATIONAL BUSINESS - International Finance

Hult International Business School

BACHELOR IN BUSINESS MANAGEMENT - Financial Markets

Manipal University

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