Nishchal Shetty
Account Manager — VIP Strategy | Customer Operations & Revenue Growth
Mangalore
Summary
Results-driven Account Management professional with 5+ years of experience across high-growth gaming and e-commerce environments. Specialist in VIP player lifecycle management, retention strategy, and revenue optimization. Proven track record of scaling Direct-to-Consumer (D2C) revenue channels from 0% to 30%+ and managing high-value portfolios of 2,000+ players. Recognized for exceeding KPIs and enabling operational scaling through cross-functional leadership.
Overview
5
5
years of professional experience
4
4
Languages
3
3
years of post-secondary education
Work History
Specialist – VIP Account Manager
Intouch CX
2024.11 - Current
- Revenue Leadership: Scaled D2C revenue contribution from 0% to 30%+ within one year; currently ranked as the highest revenue contributor at the studio level.
- Portfolio Management: Oversee a high-LTV portfolio of approximately 2,000 players, consistently exceeding benchmarks for retention and revenue growth.
- Strategic Reactivation: Led dormancy and dormant payer reactivation initiatives, recovering lost revenue streams through targeted behavioral incentives.
- Operational Scaling: Enabled team expansion from 8 to 20+ members by establishing high-performance standards, and fostering client trust.
- Multi-Channel Engagement: Managed VIP-focused social media and communication channels, introducing strategies to improve player responsiveness.
Senior Consultant
Intouch CX
2023.01 - 2024.11
- Resolved complex player issues across multiple channels, maintaining elite-tier performance across SLAs, and quality metrics.
- Proactively engaged with high-volume player segments to improve retention, and reduce churn.
AMAZON Seller Support Associate
Amazon
2021.08 - 2022.11
- Managed high-volume case queues, supporting sellers with account health, payments, and operational hurdles within strict SLA timelines.
- Maintained 100% compliance with Amazon's operational standards and quality benchmarks.
Education
Bachelor Of Science - Food Science
St. Aloysius College Autonomus
Mangalore, India 2017.06 - 2020.06
Skills
VBA Automation
Data Analysis
Advanced Microsoft Excel
Report Automation
Process Improvement
Problem Solving
Operations Management
Client Relationship Management
Leadership
Time Management
Adaptability
Collaboration
Project Management
CORE COMPETENCIES
- Strategic Growth: VIP Account Management, Revenue Generation, D2C Optimization.
- Retention & Engagement: Churn Reduction, Reactivation Programs, Lifecycle Marketing.
- Leadership & Operations: Team Scaling (8 to 20+ members), Stakeholder Management, SLA/KPI Compliance.
- Technical Proficiencies: CRM Platforms, Data Analysis (MS Excel), Multi-channel Communication.
LEADERSHIP & PERSONAL VENTURES
- Team Lead | Tulunad Amigos, Biking Brotherhood, & Mototribe Riding Club: Lead and coordinate operations for prominent riding clubs, managing member engagement and event logistics.
- Founder | Smoke Prophet: Managed an entrepreneurial clothing brand, overseeing design, digital marketing, and customer acquisition.
- Manager | Kudla Warriors: Lead operations for a local cricket team, demonstrating leadership and community coordination.
Timeline
Specialist – VIP Account Manager
Intouch CX
2024.11 - Current
Senior Consultant
Intouch CX
2023.01 - 2024.11
AMAZON Seller Support Associate
Amazon
2021.08 - 2022.11
Bachelor Of Science - Food Science
St. Aloysius College Autonomus
2017.06 - 2020.06