vivek903

• Won the Microsoft MBA Tech Lab challenge by proposing a multi-agent, AI-powered process optimization tool for early-stage fundraising • Demonstrated value-add to Microsoft Spain leadership by reducing fundraising effort and time by 50% through AI agents

• Led operational improvement initiatives across global validator networks including Polygon, Cosmos, Tezos, and Solana • Partnered with product and engineering to streamline workflows, reducing resolution time by 77% and improving CSAT > 89%

• Scaled CX operations for an 8-member startup to a 250-member service team in 3 years, handling 8,000+ daily tickets at peak • Executed outsourcing strategy to align with rapid user growth - onboarded four agencies to handle 3M tickets annually • Implemented data-driven reporting frameworks and KPI dashboards, improving SLA and quality (CSAT from 68% to 91%) • Partnered with the growth team to improve user experience, contributing to rapid acquisition (20M+ users, largest in India)

• Managed multicultural teams and process adherence across 20+ global ports, ensuring operational excellence and safety