Awarded with the ‘You Rock’ Award for Nov ‘22 by Airtel Digital for the immense contribution towards artist delight and creating an above and beyond experience for Wynk Artists.Implemented a smoother operation process that helped with building a cleaner, error free metadata ingestion flow and in parallel, worked closely with the product team to create a product that is regarded by more than 1300+ ArtistsLooked after Community Onboarding (gathering artist information, image assets) for more than 470 Artists.Played an important role (from April to October) in executing the release calendar, handle Artist Relations and also took key decisions that helped product improve in the longer run.Facilitated a smooth song release cycle (across all platforms) for more than 3000+ Wyndie Releases (right from approving the tracks to pitching it for editorial playlists).

Led the Community Operations end to end during my tenure as a Community AssociateResponsible for setting the tone for overall cultural practices at ApnaKlub which involved engaging in new initiatives, undertake possible PR tie-ups and set up processes. Spearheaded the changes across all the support channels (Chat, E-mail, Social Media) and streamlined complete communication to drive sales, resolution, trend forecasts.Helped scale Customer Operations which saw an increase in ticket resolution. More than 90 tickets were resolved each day in comparison to 20-25 tickets resolved each day.Automated Chat Support Flows were also worked upon during my tenure and new flows were drafted too.

(Previously, Kyt)Facilitating close to 150+ Classroom sessions daily, making sure the whole cycle takes place perfectly - right from dialling pre-session.Reminder calls to making sure sessions take place seamlessly (assisting technical/non-technical).Review, report customer complaints, and concerns in order to seek improvement for all aspects of the customer experience with the technical team.Maintain a detailed understanding of core values and services, assist customers with questions and suggest the best solutions for their issues.

Daily Operations: Providing support to existing partners and getting new partners on-boarded.Customer Obsession Project: Enhanced Onboarding & Inquiry flow, spearheaded Kiosk-support model to facilitate ease of support.Customer Satisfaction (CSAT): Boosted CSAT ratings of the city from 4.1 to 4.45 (Out of 5) via the implementation of an improved Customer Support Process.Escalations Handling: POC for payments and driver account related escalations.

Part of the logistics team that successfully launched 2 cities in the Gujarat cluster.Launched operations from scratch by lead sourcing, BTL activities and word of mouth.Managed partner relations and resolved issues for more than 150+ delivery partners in a professional and timely manner.Created ground-level strategies and presentations to ensure partner loyalty and work efficiency for Zomato.