Beyond the Badge: An Interview with Kewal

At fielddrive, we believe that customers are the heart and soul of any business. That's why it is important for us to offer our clients enriching experiences that leave them wanting to work with us again. But making it happen is no easy task. Client experience needs to be fine-tuned in order to make it seamless and as frictionless as possible, which is easier said than done. 

That's why, at fielddrive we have a team of talented client experience specialists who work day and night to ensure that our clients get the best experience possible. 

This week for our Beyond the Badge series, I got the rare opportunity to sit down with Kewal Singh Chauhan, Client Experience Manager @ fielddrive, and learn from him what it takes to build a smooth customer journey. 

So sit back and enjoy the interview!

From Football Fields to Customer Success: Kewal’s Journey

Sawan: Thank you so much for doing this, Kewal. I really appreciate you taking the time.

Kewal: I’m happy to do it!

Sawan: Awesome. So let’s start with a simple one: What can you tell us about yourself, Kewal?

Kewal: Well, I’m just a regular guy. I’m from Uttarakhand, and I’ve always been passionate about sports. I played football at the district level and even for my university, the University of Delhi. After completing my education in Dehradun and then my graduation in Delhi, I joined IBM as a tech support executive. From there, I transitioned to an onboarding specialist at Adobe, and finally, I got the chance to work at Hubilo as a customer success manager before moving to fielddrive.

Bridging Teams and Ensuring Success

Sawan: What can you tell me about your role here at fielddrive? What does a typical day look like for you, and what are some of your responsibilities?

Kewal: My role and responsibilities are quite vast. Essentially, we work as a bridge between different teams. My team and I focus on enhancing the overall client journey. Our duties include overseeing product issues and feedback, conducting detailed testing to ensure high-quality outcomes, and maintaining the knowledge base that helps both the PMs and OPMs when they’re onsite. We also organize marketing events for fielddrive, manage backend activities, handle client inquiries through support mailboxes, and assist internal teams to ensure they aren’t stuck with any queries.

Sawan: That’s indeed vast, wow! So, clearly, there’s a lot that you and your team are responsible for. But out of all the activities, which one is your favorite? Or let me rephrase my question: What’s your favorite part of the job?

Kewal: My favorite part is collaborating with different teams. We work with the dev team, marketing team, product team, project managers, and also with outside project managers. It’s rewarding when we see positive outcomes from our efforts, whether through streamlined internal processes or client satisfaction. Hearing feedback that a client was really happy with a solution we provided feels great.

Memorable Moments and Personal Connections

Sawan: What’s your favorite fielddrive memory?

Kewal: My favorite memory has to be our team retreat in Goa. It was the first time I got to meet the entire team in person. Connecting virtually is one thing, but meeting in person is completely different. We had a lot of fun activities, and it was great getting to know everyone on a personal level. We’d stay up late, all in one room, just chatting—those moments were really special.

A Passion for Mountains and Family

Sawan: Are you a travel person in general?

Kewal: Yes, I’m definitely a travel person, especially when it comes to mountains. I’m from the upper Himalayan region, so every chance I get, I head to the mountains. These days, I travel with my family—my daughter loves the mountains too, and it’s amazing to see her happy when we travel.

Sawan: What’s your favorite place you’ve been to?

Kewal: My favorite place is my hometown near Munsiyari in Pithoragarh. It’s close to the Nepal and China borders. There are many unexplored places there, away from the usual tourist crowds. I love going to these quiet spots, either by myself or with my brothers, who are in the army. It’s just pure joy being in those serene environments.

Sawan: What are some of your hobbies?

Kewal: These days, I spend 99% of my time with my daughter. My hobbies now revolve around her. I love taking her to new places, and seeing the joy on her face when she explores something new is priceless.

Rapid-fire Round

Sawan: Next up, is a quick rapid-fire round! Are you a book person or a movie person?

Kewal: I’m a movie person.

Sawan: What’s your favorite movie and why?

Kewal: I love action and thrillers. Recently, I watched the Indian movie Kill. It had amazing action, and I’m a big fan of the actor who played the villain, as he’s from my region. But if I had to pick an all-time favorite, it’s Oldboy, a South Korean action thriller with a mind-blowing twist. There’s just nothing else like it!

Sawan: Are you into comic books or comic book movies?

Kewal: I’m more into movies with strong stories. I prefer DC over Marvel because they focus more on storytelling. But when it comes to comics, I used to love reading Indian comics when I was a kid.

Sawan: Me too! I used to love Chacha Chaudhary and Nagraaj growing up!

Kewal: Yeah, I loved those too!

Sawan: Who’s your favorite superhero?

Kewal: My favorite superhero is Batman, especially Christopher Nolan’s rendition in the Dark Knight trilogy.

Sawan: And who’s your favorite supervillain?

Kewal: It’s a tie between Joker and Bane. I’m a big fan of Tom Hardy, so Bane is definitely up there. But Joker, especially Heath Ledger’s portrayal, is iconic.

Sawan: Couldn’t agree more! Who’s your favorite sportsperson?

Kewal: Cristiano Ronaldo, without a doubt. He’s the GOAT for me. I admire his work ethic and attitude—he’s a machine on the football field.

Sawan: Are you a music person?

Kewal: Yes!

Sawan: And who’s your favorite musician?

Kewal: I’m more into local, Uttarakhandi music. There’s a local band called the Pandavas, and I’m not sure whether you’ve listened to them or not but they’re amazing. I’ve been to a few of their live shows, and they’re taking Uttarakhandi music to a whole new level!

Sawan: Wow, I’ll have to check them out!

Kewal: You should. They’re amazing!

Final Thoughts

Sawan: Alright, I have one more question for you Kewal and then you’re a free man again: If you could put out one message into the world, one thing that you could say to every single person on this planet, what would that be?

Kewal: I guess my message would be that we’re all part of the same family, despite our different cultures, beliefs, and experiences. And we should try to understand each other, show kindness, and work together to build a better, more peaceful place where future generations can thrive.

Sawan: That was beautiful Kewal! We could all use a little bit of understanding in our lives.

Kewal: Precisely.

Sawan: Alright, we’re done! Thank you again for doing this!

Kewal: Thank you again for having me; this was fun!

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