Freshworks
CUSTOMER SERVICE
Sentiment Analysis
We taught Freshdesk to feel, so angry customers don’t slip through
Traditional SLAs missed the emotional pulse. With sentiment-aware prioritization, we’re helping support teams spot frustration early and take action before customers churn.
Freshworks
CUSTOMER SERVICE
Simplifying Agent Availability
We let go of the status toggle so agents never get misrouted tickets again
Managing availability across channels was chaos. Our redesign replaces manual toggles with a unified status system built to reduce ticket misrouting by up to 90%.
Freshworks
CUSTOMER SERVICE
Optimizing Ticket Routing
From two fragmented brains to one, Freshdesk finally routes with clarity
Routing was earlier split across products, forcing admins to manage two fragmented systems. We unified it into a single brain with smarter routing controls so work now flows fairly and predictably.
Hello!
If you’ve landed here, I’m guessing you’re curious to know a little more about me.
So here we go. No fluff, just my story.
What I Do Now
Product Designer at Freshworks (2022 - Present)
I design the admin experience for Freshdesk, working as part of the team that shapes how SMB to enterprise customers manage their support operations. Simplified admin experience creates a ripple effect: less time on system management means more time on customer care.
The Journey Here
UX Designer at QBurst Technologies (2016 - 2021)
Started here fresh out of college as a wide-eyed design mentee. Over 5 years, I grew from learning the ropes to mentoring junior designers. Collaborated with different clients, shaping their vision into design concepts that resonated with their target audience.
UX Researcher at Lollypop UX/UI Design Studio (2021 - 2022)
Led research for brands like Docquity, Swiggy Instamart, and Udaan. This is where I learned that understanding people's workflows deeply is half the battle won.
My Approach
I believe good design listens first and solves second. Whether I'm researching user behavior or crafting interfaces, I focus on finding joy in simplifying complexity. Because at the end of the day, design should feel effortless for the people using it.
What Drives Me
I'm here because I genuinely enjoy the puzzle of making complex systems feel simple. There's something satisfying about turning a frustrating experience into an "aha!" moment for users.