Ojas Rao

I joined DPDzero in early 2022, back when we were just an idea on a deck. Since then, I’ve been part of every turning point — from our first go-to-market push to the 700+ member operation we are today. Phase 1: Finding Product-Market Fit In the early days, I led GTM and business development — speaking to over 100 lenders, identifying market gaps, and converting our early pilots into paying customers. We faced deep resistance to SaaS adoption in collections, but it shaped our understanding of what the industry really needed. Phase 2: Pivoting to CAAS & Building Ops When we pivoted from SaaS to Collections-as-a-Service, I was — driving revenue, pricing strategy, and standing up operations in parallel. I scaled our telecalling unit and restructured ops end-to-end to meet delivery demands, while continuing to lead customer success and revenue growth. Phase 3: The Fixer Role (Founder’s Office) As we grew, I moved into the Founder’s Office — not with a fixed role, but with a fixed mandate: “Deploy wherever it’s burning.” From broken BD processes to inefficient digital ops, from high-attrition calling units to reactive data functions — I stepped in, built structure, set rhythm, and handed off sustainable systems with clear ownership. Phase 4: Leading AI Digital Collections Most recently, I’ve been building and running our AI Digital Collections unit — focused on early delinquency and digital-first recovery. I’ve: • Built the team structure across data, digital ops, and calling • Introduced strategy planning, targeting models, and tracking systems • Designed and Orchestrated QBRs and review cadences — resulting in consistent resolution improvements and a significant uplift in lender CSAT. • Improved performance metrics and lender confidence consistently over quarters Phase 5: Leading Enterprise Business from Aug 25' Whether it’s market discovery, firefighting, scaling, or transformation — I get deployed where things are unclear, critical, and high-impact.

Individual contributor role which is a combination of Customer Experience Management+Project Management + Product Expertise + CEM Guidance + Program Expansion + Upsell/Renewals in U.S Market

Individual contributor role which is a combination of Customer Experience Management+Project Management + Product Expertise + CEM Guidance + Program Expansion. * Organizational Engagement - Build Key Relationships, Client Education, Governance and Accountability. * Program Excellence - High Quality program design, Timely Implementation and Training, Best practice recommendations and Routing product feedback to relevant teams. * Scale & Expansion - Client on-boarding, Product & Feature Adoption, Discovering opportunities for Analysis & Program Advancement. * Driving Outcomes - CEM program maturity & evolution, Business/ROI Linkage, CX KPI improvement, Investment prioritization. * Renewals and Up-sells - Tracking client health and delivering value throughout the contract team, Structuring and facilitating renewals. Create product champions and guide sales on 'Right Fit Customers'. * Hands on experience with API integrations

* Building and maintaining healthy business relations with key decision makers and major corporate clients. * Management of sales cycle, coordinate post sales service delivery and ensuring positive ROI. * Delivering service, support and being the bridge between clients and the internal teams. * Mapping client requirements and handling end to end implementation of projects. * Ensuring maximum client satisfaction by achieving delivery and quality norms. * Upselling to the existing clients, renewals,delivering demos on product and generation of new leads via various channels and networks.

* Responsible for consumer durable loans approval. * Was part of the Logistics Management team and customer success team. * Handled a team of 6 for revenue recovery and successfully achieved a target of 93%. * Worked closely with founders and managers in setting SOP. * Talent Sourcing.

* Analyzing the credit worthiness of an individual by doing background verification, document verification and on call analysis. * Approving line of credit based on the credit risk analysis. * In-charge of training and on boarding the new hires.

Subject Matter Expert at Seller Central. *Handling Seller calls,mails and chats and responsible for seller's satisfaction with suitable solutions. *Team management and monitoring the metrices to ensure the company targets are achieved by following SOP's. *Key part of Mumbai Partner site launch where end to end training and implementation was conducted for the whole site. *Handled a team of 8 and was in-charge of training,implementation and outcome.