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I am a customer-focused Project and Customer Success Manager with over 7 years of experience in customer engagement, project leadership, and process optimization. I am passionate about helping businesses strengthen relationships, drive retention, and maximize product adoption, ensuring customers achieve real and measurable success. I thrive in roles that require collaboration, problem-solving, and a proactive approach to customer success. My certifications in PRINCE2 Agile and PMP allow me to seamlessly bridge the gap between technical execution and business needs, helping to deliver projects on time while keeping customer goals front and center.…I am a customer-focused Project and Customer Success Manager with over 7 years of experience in customer engagement, project leadership, and process optimization. I am passionate about helping businesses strengthen relationships, drive retention, and maximize product adoption, ensuring customers achieve real and measurable success. I thrive in roles that require collaboration, problem-solving, and a proactive approach to customer success. My certifications in PRINCE2 Agile and PMP allow me to seamlessly bridge the gap between technical execution and business needs, helping to deliver projects on time while keeping customer goals front and center.

Virag Fulzele

Project Manager, AI Strategy Consultant, Data Scientist, +2

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I am a customer-focused Project and Customer Success Manager with over 7 years of experience in customer engagement, project leadership, and process optimization. I am passionate about helping businesses strengthen relationships, drive retention, and maximize product adoption, ensuring customers achieve real and measurable success. I thrive in roles that require collaboration, problem-solving, and a proactive approach to customer success. My certifications in PRINCE2 Agile and PMP allow me to seamlessly bridge the gap between technical execution and business needs, helping to deliver projects on time while keeping customer goals front and center.…I am a customer-focused Project and Customer Success Manager with over 7 years of experience in customer engagement, project leadership, and process optimization. I am passionate about helping businesses strengthen relationships, drive retention, and maximize product adoption, ensuring customers achieve real and measurable success. I thrive in roles that require collaboration, problem-solving, and a proactive approach to customer success. My certifications in PRINCE2 Agile and PMP allow me to seamlessly bridge the gap between technical execution and business needs, helping to deliver projects on time while keeping customer goals front and center.

Available to hire

I am a customer-focused Project and Customer Success Manager with over 7 years of experience in customer engagement, project leadership, and process optimization. I am passionate about helping businesses strengthen relationships, drive retention, and maximize product adoption, ensuring customers achieve real and measurable success.

I thrive in roles that require collaboration, problem-solving, and a proactive approach to customer success. My certifications in PRINCE2 Agile and PMP allow me to seamlessly bridge the gap between technical execution and business needs, helping to deliver projects on time while keeping customer goals front and center.

Skills

CRM

SaaS

Data Science

Experience Level

CRM

Expert

SaaS

Intermediate

Data Science

Intermediate

Work Experience

Project Manager at Xpandretail powered by Savant Data System

August 1, 2022 - Present

Build and maintain long-term relationships with key enterprise clients, acting as a trusted advisor. Created structured onboarding and training programs that helped customers achieve 30% higher adoption rates. Designed customer health scoring models to identify pain points before they became churn risks. Led business reviews and quarterly business reviews, translating data into actionable insights aligned with customer goals. Spearheaded deployment of over 500 People Counting & IoT analytics systems ensuring minimal disruptions and 98% on-time completion. Worked with technical teams and vendors to integrate AI-powered analytics into existing infrastructures. Managed escalations and issue resolution, reducing support response time by 72 hours. Provided tailored business insights to optimize store layouts and conversion rates. Designed custom dashboards and reports for executives to make faster data-driven decisions. Created automation in reporting, reducing manual efforts and increasing

Project Manager at Innobayt Innovative Solutions

May 31, 2022 - July 31, 2025

Partnered with clients to define project scopes aligned with business objectives. Managed end-to-end project execution ensuring on-time, within-budget delivery. Conducted risk assessments and mitigation planning reducing potential delays by 60%. Facilitated seamless collaboration between technical teams, vendors, and end-users. Initiated post-project evaluations identifying lessons learned and areas for improvement. Increased customer satisfaction by 40% through tailored project execution strategies. Developed process improvements boosting efficiency by 25%.

Senior Process Analyst at Tata Consultancy Services

October 31, 2021 - July 31, 2025

Led business process transitions for enterprise clients ensuring 100% operational continuity. Developed and conducted customer training programs increasing end-user efficiency. Managed large-scale Agile transformation initiatives accelerating project delivery cycles. Designed standardized workflows and automation strategies improving operational efficiency by 40%. Introduced data-driven decision-making frameworks enhancing reporting accuracy by 50%. Acted as liaison between technical teams and clients ensuring alignment on requirements and deliverables. Mentored and trained a team of 10+ specialists fostering professional growth. Spearheaded cost-saving initiatives reducing operational expenses while maintaining service quality. Reduced process inefficiencies by 50%, saving time and costs. Developed SOPs that cut new employee training time by 30%.

Quality Analyst at Teleperformance

December 31, 2013 - July 31, 2025

Monitored and evaluated customer interactions ensuring service quality met company standards. Provided real-time coaching and feedback to agents improving customer satisfaction across multiple teams. Identified recurring customer pain points and collaborated with leadership on process improvements. Assisted in developing training materials to enhance support effectiveness. Worked directly with customers on high-priority escalations turning negatives into positive resolutions.

Customer Service Representative at Wipro BPO

May 31, 2011 - July 31, 2025

Handled high-volume customer queries ensuring fast and efficient resolution with a first-call resolution rate over 85%. Built strong customer relationships through active listening and problem-solving enhancing overall experience. Assisted in troubleshooting technical and account issues ensuring seamless service delivery. Maintained high Customer Satisfaction scores consistently ranking among top-performing agents. Collaborated with cross-functional teams to streamline support workflows reducing resolution times and improving efficiency.