Experience
Where I’ve worked.
18 years bridging business need and system delivery spanning IT operations, product architecture, and regulatory compliance for a global direct-selling organization.
Selected Achievements
- Principal architect and designer of the company's ERP system, e-commerce site, and mobile app — built on Angular and .NET
- Solely coordinated the full server migration for the ERP and e-commerce platforms, maintaining data integrity with almost zero downtime
- Designed and deployed a data platform on the erpflpindia SQL Server environment, cutting manual ERP reporting effort substantially, and moved the UAT environment to SQL Server Developer Edition to cut licensing spend
- Designed, built, and launched a Grievance Redressal System from the ground up — now the system of record for regulatory complaint handling under the Consumer Protection (Direct Selling) Rules, 2021
- Built an order management system from scratch in 2017, before the company had an ERP, to auto-trigger SMS/email order notifications — cutting related customer service calls by 80%
Professional Experience
2020 - Present
Senior Manager — IT & Compliance
Forever Living Products (India)
- Own end-to-end delivery of internal digital products, from discovery through rollout and adoption
- Lead server, software and infrastructure modernization; solely coordinated the ERP and e-commerce server migration with almost zero downtime
- Administer production databases (MSSQL) and servers; own IT security posture and regulatory compliance
- Designed and built the Central Information System (CIS), now the org-wide fallback source of record
- Designated Data Protection Officer and Grievance Redressal Officer for two entities; built and lead a 6-person compliance team
- Final escalation point for compliance-related matters before COO-level involvement
2018 - 2020
Senior Manager — Customer Support
Forever Living Products (India)
- Led customer support operations across phone, email, and social media
- Resolved complex, escalated issues by identifying root causes and partnering cross-functionally
- Owned online reputation management across Google Business Profiles and digital platforms
- Planned and executed national customer engagement events and training programs
2008 - 2018
Marketing Coordinator | Manager
Forever Living Products (India)
- Owned website content, UX, SEO, and digital content strategy across corporate and e-commerce platforms
- Planned integrated marketing campaigns across email, mobile, print, and BTL channels nationally
- Built an order management system in 2017, ahead of the company’s ERP rollout, cutting related customer service calls by 80%
- Ensured marketing collateral complied with FSSAI, Legal Metrology, and Drugs & Cosmetics regulations
Ongoing
Independent Web & Product Consulting
rouell.com
- Operate an independent consulting practice delivering custom web platforms for small business clients
- Clients include Zido Salon, Art Trippin, Nexifyr, and TenderWisdom
- Full-stack ownership from architecture through launch - custom Bootstrap/PHP builds and WordPress
Core Strengths
Certifications & Education
Certified Ethical Hacker (CEH)
EC-Council
Marketing Communications
LinkedIn Learning
Bachelor of Computer Applications
YCMOU