Pragya P

Building WoodenScale AI | Business & Startup Ops · Gurgaon, Haryana, India

As a Founding Partner, I thrive on the autonomous challenge of building and scaling startups, driven by a determined ambition to achieve tangible results. My pragmatic approach ensures I'm always resourceful in optimizing business processes and customer support systems, holding myself accountable for every outcome.

Experience

Founding Partner

WoodenScale AI · Apr 2025 – Present

Not yet confirmed

• Ops | Startup Scouting | GTM

Senior Business Specialist

Wati · Sep 2023 – Apr 2025

Not yet confirmed

• Customer Success & Support Operations | Automation | AI Enablement
• • Owned and executed end-to-end Customer Support & Success operations across tools, workflows, and team processes
• • Designed and implemented SOPs and automation systems independently, enabling the team to handle 7,000+ monthly tickets at scale
• • Engineered advanced ticket routing workflows in Freshdesk using scripts and automation—dynamically assigning tickets based on geography, language, shift timing, and customer tier
• • Optimized support operations, reducing First Response Time (FRT) from 12 hours to 5 hours through automation and process redesign
• • Built and scaled chat operations from scratch using Zoho SalesIQ, achieving ~3-minute FRT with structured routing and response systems
• • Developed and deployed AI-powered chatbots independently, reducing manual workload across support, sales, and customer success teams
• • Leveraged automation tools like Zapier and Pabbly to create smart workflows and self-serve systems
• • Spearheaded Intercom implementation and full migration as the primary owner, consolidating all communication into a single scalable platform
• • Managed ticket assignment logic, escalation workflows, and SLA tracking for a team of 20+ agents handling high-volume support operations
• • Built a custom support interface integrated with Intercom to streamline internal communication and workflows
• • Created and scaled a 3,000+ article knowledge base, enabling strong customer self-serve and reducing inbound queries
• • Designed and delivered reports and dashboards for leadership, enabling data-driven decision-making across departments
• • Developed AI-driven self-serve journeys, contributing to an 83% Net Promoter Score (NPS)
• • Acted as the primary escalation owner, resolving critical issues while continuously improving systems and processes

Business Operations Manager

CollegeDekho · Apr 2022 – Sep 2023

Not yet confirmed

• • Worked with PrepBytes (acquired by CollegeDekho), collaborating with leadership to strategize and execute key operational initiatives
• • Driving business operations by designing scalable processes, defining goals, and enabling teams to achieve core metrics and targets
• • Built and implemented Standard Operating Procedures (SOPs) to streamline workflows, improve efficiency, and ensure consistency across teams
• • Maintained a strong Net Promoter Score (NPS), contributing to improved customer satisfaction and brand loyalty
• • Led Online Reputation Management (ORM), sustaining a 4.8 Google rating across 1,500+ reviews
• • Scaled community-led growth: 1,000+ Campus Ambassadors, 100K+ Instagram community, and 20K+ YouTube audience through organic strategies
• • Managed 100K+ customer queries and significantly reduced response and resolution times by implementing Freshdesk, Freshchat, and structured support SOPs
• • Enhanced customer experience by optimizing escalation handling, query resolution workflows, and support automation
• • Led placements for 60+ students per batch, ensuring consistent hiring outcomes and strong recruiter satisfaction
• • Managed end-to-end operations with a 70%+ success rate across program execution and placement cycles
• • Serving as Corporate Relations lead for Elevation Academy, building partnerships with 200+ companies and enabling large-scale candidate placements
• • Strengthened industry network and positioned the organization as a reliable talent partner through consistent employer engagement

Business Manager

PrepBytes · May 2021 – Jun 2022

Not yet confirmed

• • Worked directly with founders as a generalist, driving 0→1 and scale initiatives across operations, growth, revenue, and customer experience
• • Acted as an execution partner to leadership—translating ambiguous problem statements into structured plans, rapid experiments, and measurable outcomes
• • Built and launched key programs (including Elevation Academy) end-to-end—owning GTM, pricing, funnel design, and execution; achieved 75%+ course completion rates
• • Designed and scaled a nationwide Campus Ambassador (CBM) program to 20K+ active ambassadors—building a strong bottom-up acquisition and brand engine
• • Owned early-stage revenue and distribution—closed ₹3L+ in direct sales (₹10K ticket size) and built repeatable sales + conversion playbooks
• • Built and scaled affiliate-led growth channels (Instagram, Telegram), generating ₹2L+ in revenue and creating consistent inbound demand
• • Set up and optimized core business processes (SOPs, reporting, execution cadences) to bring structure and scalability across teams
• • Hired, onboarded, and managed 30+ instructors, mentors, and contributors—ensuring quality delivery and strong learner outcomes
• • Operated across functions—marketing, sales, operations, and support—stepping in wherever needed to unblock teams and maintain execution velocity
• • Built feedback loops from customers and internal teams, converting insights into product, growth, and experience improvements
• • Led high-priority, time-sensitive initiatives and firefighting situations, ensuring business continuity and quick resolution of critical issues
• • Drove experimentation across acquisition, engagement, and retention—rapidly testing channels, messaging, and funnels to identify high-ROI levers
• • Created dashboards and reporting systems for founders, enabling visibility into key metrics, bottlenecks, and decision-making

Associate Business Manager

PrepBytes · Jun 2019 – May 2021

Not yet confirmed

• As an Associate Business Manager at PrepBytes, I was responsible for driving sales and marketing initiatives for various programs offered by the company.
• My work revolved around generating leads through effective paid marketing campaigns on social media platforms like Instagram, Facebook, and YouTube.With this, I got a strong understanding of SEO,Tag Management, and Webengage tools.
• I also explored and implemented new channels to generate revenue and expand our customer base.
• In addition to my sales and marketing responsibilities, I worked on creating and executing processes to solve day-to-day problems faced by our customers.
• This involved collaborating with cross-functional teams to ensure seamless execution of customer support and satisfaction.
• With my strong expertise in sales and marketing, along with my problem-solving skills, I helped PrepBytes grow its business and achieve its goals.

Marketing Advertising Specialist

airtel · Apr 2015 – Jul 2015

Not yet confirmed

What drives their work

The Builder

Builds foundational systems and processes to drive tangible growth.

Pragya's superpower

You excel at constructing and optimizing operational frameworks that deliver significant, measurable results.

How Pragya works

You thrive in dynamic environments where you can build and optimize systems to drive measurable business outcomes.