Dimple Jhabak

• Founding team member driving early-stage strategy, product development, and go-to-market execution in a fast-paced, ambiguous environment. Built foundational processes while collaborating closely with C-suites to turn vision into traction. Thrived in a zero-to-one setup, taking ownership across functions to support growth, adaptability, and long-term scale. Building teams for all verticals and managing their KRAs and performance metrics. Coordinated and managed operations activities to ensure all processes ran smoothly. Developed long-term strategies for improving operational efficiency while maintaining high quality service levels.
• Established partnerships with external organizations such as customers or vendors for mutual benefit.
• Managed budgets for operations departments and ensured cost-effectiveness.
• Recruited, hired, trained, coached, evaluated, and terminated personnel as necessary.
• Led cross-functional teams in the development of new products and services.
• Conducted regular meetings with department heads to review progress towards operational goals.
• Established quality assurance standards across all departments within the organization.
• Provided leadership, mentorship, and guidance to team members in order to foster a collaborative work environment.
• Collaborated with senior management on strategic planning initiatives.
• Customer Success: Conducting QBRs, customer retention, taking feedback through surveys, cross/up-selling by understanding the merchant's product roadmap, their flows, building business cases, and projection of revenue.
• Customer Support: Established a customer support team to ensure seamless coverage across AU, SG, and Indian time zones. Built operational playbooks and workflows to drive consistency, reduce response times, and enhance the customer experience. Defined key SLAs, support metrics, and escalation paths to align with service standards, and business expectations. Fostered a culture of ownership and empathy, enabling the team to scale with agility and customer-first thinking.
• Finance Operations: Setting up teams and processes for reconciliation, settlement, invoice collection, migration of banking partners, compliance, regulatory reporting, EOD balances, and liquidity management.
• Product operations: Publishing FAQs, helper libraries, documentation online. Integrating marketplace apps like Slack, HubSpot, Freshworks, and Zapier.
• Fraud Disputes Management: Established and led the dispute management function, building scalable processes, and setting up a high-performing team. Worked cross-functionally with product to automate manual workflows, reducing turnaround time, which enabled richer data for reporting and analytics by improving system integrations and process traceability, enhancing overall team efficiency.

• Cultivated strong relationships with customer accounts, generating annual revenue of $200,000 and increasing monthly contributions from $13,000 to $16,000 by year-end.
• Secured five new clients within one year across APAC and EMEA regions.
• Qualified and closed leads for NetSfere Omnichannel and NetSfere Enterprise solutions.

Achieved margin targets consistently set at beginning of each year.

• Executed carrier migration project and analyzed invoice disputes, achieving 10% margin improvement and saving 8,500 USD monthly during COVID-19 crisis.
• Managed strategic client accounts, fostering growth through regular interactions and incident resolution.
• Promoted business expansion in various regions by facilitating Sender ID registration.
• Collaborated with vendors to optimize service delivery and enhance profit margins.

• Awarded as the top performer and cash price of 3000 rupee in the team with respect to productivity and quality [2016]
• Worked on the Lexicon project to create a database for Alexa-India device and met targets well before the launch