Payal Gulia

About Payal Gulia

Customer Support, Experience and Support Quality executive with 15+ years of experience scaling global SaaS/XaaS organizations across the US, EMEA, APAC, Mexico, and ROSA. Proven success building high-performing support and onboarding teams, driving adoption, retention, and customer satisfaction through both digital-first and high-touch engagement models including AI/ML decisioning technology.Expert at reducing costs while improving KPIs including CSAT, FCR, MTTR, GRR, activation, and adoption metrics. Skilled in executive escalations, lifecycle alignment, GTM strategy, and cross-functional collaboration with Product, Sales, Engineering, and Marketing.Recognized for building inclusive, scalable support organizations that deliver customer value, accelerate time-to-adoption, and foster long-term loyalty. Passionate about enabling customer success at scale.Core Strengths: Customer Support & Experience Leadership Global Team Building & Escalations Onboarding & Adoption Strategy SaaS / XaaS Operational Excellence Digital Engagement & Self-Service Enablement Forecasting, Budgeting & Vendor Management

Experience

1. Sr Director, Customer Support

   NantHealth

   Mar 2022 — Present · US

   Reporting directly to the Chief Operating Officer, I am currently responsible for customer support organization for on and off-shore handling of cases per year for two products Eviti and NaviNet- Overachieved the targeted 85% for a KPI-First Contact Resolution (FCR) rate- Promoted lower-cost online support channels such as web forms and Pendo guides to decrease call call center volume- Reduced abandonment rate from 5.14% to 2.5%- Improved C-SATs highest score rating from 60% to 75%- Consistently maintained Mean-Time-To-Resolution (MTTR) to less than a day- Implemented a quality management program called MaestroQA- Achieved operational readiness by participating in the RFP process and forecasting support volumes- Led an effective transition by implementing cross-training efforts to handle incoming volume during product releases, reducing the need for additional headcount- Established skills-based routing and workflows for new product features- Enhanced vendor relationships to achieve business continuity- Improved service quality and reduced costs by negotiating contracts with vendors- Spearheaded Knowledge-Centered Service (KCS) methodology, to drive knowledge sharing, transfer of cross-functional work with other teams, and improve operational efficiency and customer satisfaction- Achieved a 23% increase in productivity by ramping up OJT for new hires- Promoted self-service for end users by publishing 20% of help articles on the Help Center aiding in case deflection- Navigated complex regulatory environments to ensure compliance- Managed risk effectively by identifying potential threats, developing contingency plans, and implementing mitigation strategies aligning with overall business objectives- Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures- Fostered a culture of collaboration and inclusion to increase morale and reduce turnover.

Education

• Indira Gandhi National Open University

  Certificate Course in Disaster Management, Managing epidemics, natural and man made disasters.

  1999 — 1999

• Kulachi Hansraj Model School

  High School, Business Studies, Economics, Mathematics, Accounting and English

  1995

• Delhi University

  Bachelor of Arts, Bachelor of Arts

  1995 — 1999

• Software Technology Group

  Diploma, Computer Science

  1995 — 1999

• Indira Gandhi National Open University

  Post Graduate Diploma in Rural Development, Rural Development (Planning and Execution)'

  2000 — 2001

Skills

• Business Process Improvement
• Recruiting
• Staff Development
• Event Planning
• Analysis
• Social Networking
• Integration
• Training
• Leadership
• Event Management
• Project Management
• Customer Service
• Strategy
• Program Management
• Public Speaking
• Fundraising
• Marketing Strategy
• Powerpoint
• Microsoft Excel
• Process Improvement
• Strategic Partnerships
• Networking
• Product Management
• Leadership Development
• Crm
• Email Marketing
• Marketing
• Account Management
• Change Management
• Team Leadership
• Strategic Planning
• Research
• Digital Media
• Microsoft Office
• Social Media
• Analytical Skills
• Data Analysis
• Team Building
• Management