● As a Staff Technical Project Manager, I have indirectly managed 5 engineeringsquads with more than 50 developers, QAs and ML-Engineers for project delivery.● Management of programs under the Knowledge and Platform team responsible for all internal & expert facing tools, quality platforms, content automation and AI model creation & integration.● Driving cross team collaboration and dependency management for the projectsthrough Jira and Jira Align● Partnering with Product Owners and Engineering leaders to align with vision.● Facilitating executive-level escalations, change management and risk management.● Monitoring program delivery health by building Jira dashboards and communicatingstatus effectively through various channels.● Identifying and resolving program-level roadblocks for successful execution.● Managing all scrum ceremonies as a Scrum Master for 5 squads.

As a Senior Project Manager at Chegg Inc, I work with the Knowledge and Platform Team, ensuring the successful planning and execution of tech projects at scale.

● As a Lead of Program Management, I managed a team of 6 Program Managers whocoordinated with all the other teams such as Admissions, Curriculum, andPartnerships.● Setting up policies and SOPs for Programs and standardizing 70% of the processes.● Managed Mentor Experience and Student Experience on the platform. With CSAT of85% for Mentors and Students separately.● Hired New Mentors and developed performance scores for mentors based on variousbenchmarks required during the program.● Managed student’s Onboarding Process leading to activation of 90% students andsetting up Graduation Process with a graduation rate (retention rate) of 85%.● Managed and created the program schedule and kept track that all sessions are beingconducted● Kept track of the Student Engagement Report. Driving reviews and referrals.● Community Management for students and mentors. Retaining high performingmentors and students throughout the program.

● Setting up a global support team of 12 agents spread across 3 geographies.● Successfully piloting chat support and then adopting the same as full time support channel.● Restructuring support team on the concept of hybrid swarm approach leading to significant improvement in support metrics.● Lead to 80% improvement in First Response Time and 77% improvement in Resolution time, when compared to Q1 2020 v/s Q4 2020.● Also increased the CSAT by 7% when compared to Q1 2020 v/s Q4 2020.● Responsible for training all new joiners and making sure they are ramped up at the earliest.● Implement staggered shifts for agents to have 24/7 coverage and also ensured that we have enough coverage on weekends.● Taking up all escalations at different levels and ensuring student issues are solved. Handling BBB escalations, Bad ratings follow-ups for both website and CSAT.

• Managing a operations team of 12 executives and 2 Team Leads.• Responsible for managing 2 product lines that comprises of 9 products.• Maintain the happiness/satisfaction index of merchants during client on boarding.• Reducing First Response time along with the Resolution Time.• Setting up quality analysis framework and trouble shooting framework for technical issues.• Define processes and checkpoints for end-end product delivery for merchant.• Working closely with product team to continuously enhance product for unique use-cases.• Responsible for driving CSAT, NPS and reducing churn by increasing product adoption.

Currently working on all operational aspects of Zomato Base (An Advance Android Based POS).This role actively involves end to end operations management including strategy, process formulation, process improvement, project management, deployment, customer support and lead generation.Few things I take care off:Setup- Take ownership in setting up backend content for the restaurant.- Setting up data for inventory management for a merchant.- Interacting with merchants to setup data points and facilitate a seamless transition to Base POSConsultant- Work closely with the clients as a consultant for hardware requirements and setup.- Understanding their restaurant's operations and suggesting the hardware setup.- Optimizing the operational flow to iron out inefficiencies.Deployment- Visiting restaurants and deploying the hardware.- Setting up Zomato Base on the devices and making sure physical setup is done as per restaurant’s requirement.Training- Training merchant’s (restaurant and corporate) staff on the use of Base.- Query Handling- Identifying the training gaps and making sure staff is comfortable using the new system.Support-Having conversations with merchants to help them solve problems, trouble shoot the system and identify the root cause of the issue.- Escalation of problems to various teams.- Provide support on different channels to resolve blocking issues.- Collating feedback about feature requests.- Supporting tech team in testing, identifying issues and designing of front end & back end tools.

At Zomato, a Senior Content Associate is an integral part of ensuring a kickass Zomato experience - spearheading the collection, organization, publication and moderation of data available to the users of Zomato. This role actively involves strategy, project planning, customer service and lead generation.A Senior Content Associate at Zomato is all about being obsessed with quality and accuracy of data.Responsibilities:• Organize and publish compelling content for users to build a call-to-action platform. Focus on data accuracy, eliminate variability.• Coordinate with internal teams to ensure data submissions are compliant with internal requirements.• Ensure health and quality of data published across Zomato.• Collaborate with internal teams to troubleshoot, identify data quality and process improvement opportunities. • Plan, schedule and implement data cleanups to ensure top quality content is published and available to users. Prepare and maintain accurate documentation of processes and procedures.• Plan and execute mass updates. Troubleshoot errors or issues in processing, if applicable.• Prioritize work area and work on tactical initiatives relating to item records, inter-departmental processes and customer related projects.• Engage with customers and create new sales leads through Client Interaction.• Tap into the restaurant industry trends to offer relevant data based on new development.• Be knowledgeable on all other operational departments and their general roles and responsibilities to ensure the ability to facilitate issues which may require engaging other department.

Being a part of the core team that makes Zomato's product kickass by sourcing, curating and updating accurate restaurant related data on the website & generate leads for the sales team.Responsibilities:*Collect, curate and update information about restaurants and build a strong product-base for Zomato*Quality check the data on the website to ensure that information is accurate*Look out for new restaurants in the city and keep the website updated*Required to collect comprehensive information including menus and photos by visiting restaurants, as and when required*Interact with restaurant managers/owners and generate sales leads for the sales team*Part of the Content Associate’s role is to make sure that all the information a user requires to make a decision about their restaurant preference is available to them

Focus on revenue generation & meet targets by selling online recruitment solutions to the new and existing corporate clients and maintaining relationships effectively.Key Responsibility Areas:* B2B Solution Selling .* New Business s Development*Prospecting/Providing standard and customized solutions to Clients across domains/segments.*Handling tough negotiations/closing deals*Setting and Managing client expectations*Managing Client relationships