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The Story of Nilay Sule" – A Masterclass in Experience

The Story of Nilay Sule" – A Masterclass in Experience

"I've always believed that my career is not just a series of roles, but a story of building, scaling, and transforming customer experiences. Let me take you on that journey."

Chapter 1 – The Beginning: Foundations of Service Excellence

Back in 2003, I stepped into the world of operations at Sutherland Global as a young man, eager to understand the art of customer service at scale. Those were formative years where I learned to orchestrate complex operations across NAM, APAC, and EMEA.

I introduced update-dissemination processes that streamlined communication across regions, and I'm particularly proud of improving first-contact resolution by 28%. That experience taught me something fundamental that would guide my entire career: every customer interaction has the potential to either build or break trust. It was there that I began my lifelong mission of making every customer interaction count.

Chapter 2 – Crafting Growth Stories

By 2013, I had joined 1Point1, where I found myself managing 18 diverse clients spanning industries from airlines to government services. But here's the thing – I wasn't just managing these accounts. I was designing systems, strengthening SLAs, and turning operational efficiency into real business impact.

During this period, I generated INR 1 crore in monthly revenue for the company. This was when my reputation began to solidify as someone who could transform operations into genuine growth engines. I learned that great operations aren't just about keeping things running smoothly – they're about creating competitive advantages.

Chapter 3 – Building from Scratch

My passion for building from zero really emerged during my time at Zimmber and later at Swiggy. At Zimmber, I witnessed and drove what I consider one of my most stunning growth achievements – scaling from just 16 orders a day to 6,000 orders in six months. That's not just growth; that's transformation.

But Swiggy was where I truly learned to think at scale. I orchestrated the scaling of orders from 9,000 per day to 1.8 million per day. Let that sink in – we multiplied our daily capacity by 200 times. I was leading 850 employees and managing relationships with 17 outsourcing partners.

What I'm most proud of from those days wasn't just the scale, but how we maintained quality while growing. I reduced gratification costs by 33% and set up entirely new business arms like Supr Daily from the ground up. I wasn't just scaling operations – I was architecting customer experiences that could handle exponential growth without breaking.

Chapter 4 – Innovating for the Future

At BEYONDSKOOL and later at SIMPL in the FinTech space, I began combining technology with operations in ways I'd never done before. At SIMPL, I built and led a 250-member team, but more importantly, I crafted ML-driven collection models that improved same-day collection rates by 13%.

I also launched Simpl Assist – a revenue-making program for D2C brands that we scaled to $15K monthly recurring revenue. What excited me most about this phase was how I began merging data, technology, and customer empathy to drive measurable outcomes – improved NPS scores, higher CSAT ratings, and dramatically more efficient processes.

Chapter 5 – Leading at the Strategic Level

Today, as CX & Ops Head at ServiceGTD, I'm not just managing operations – I'm founding them. As part of the founding team, I'm shaping operational strategy from the ground up, integrating CRM systems, driving customer acquisition initiatives, building investor decks, and creating comprehensive financial models.

This role represents an evolution in my thinking. I'm no longer just executing someone else's vision; I'm designing the playbook itself. I'm creating the foundation upon which future scale will be built.

The Themes That Tie It All Together

Looking back across this journey, I see four consistent themes that define my approach:

Scaling and Transformation: From Zimmber to Swiggy to SIMPL, I've repeatedly proven I can scale operations by 10x or more while maintaining quality and customer satisfaction.

Technology-Led Innovation: Whether it's AI-driven audit tools, chatbots that reduced contact rates by 33%, or ML models for collections, I've consistently leveraged technology to solve operational challenges.

Customer-Centric Growth: I measure success by customer impact – improving Partner NPS from -20% to +12%, boosting CSAT scores from 45% to 63%. These aren't just numbers; they represent thousands of improved customer experiences.

Leadership at Scale: I've led teams of up to 1,100 FTE, shaped organizational OKRs, built Annual Operating Plans, and collaborated directly with CXOs to align operations with business strategy.

The Epilogue – What I Bring to Any Organization

"I'm here not just as an operator, but as a builder of stories – stories where operations, technology, and customer empathy converge to create lasting impact. I don't just run systems; I design journeys for customers, teams, and businesses.

Every role I've taken on has been an opportunity to prove that exceptional operations aren't just about efficiency – they're about creating experiences that customers remember, teams are proud to be part of, and businesses can build their future on.

That's the story of Nilay Sule. That's what I bring to the table." 

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