Frank D'Souza Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

+ Worked closely with the Development Team to implement Scrum methodologies effectively, leading Sprint Planning, Daily Standup, Sprint Review, and Sprint Retrospective sessions to optimize project workflows and enhance team collaboration+ Collaborating with Product Managers and Business Teams to document and prioritize task requirements for the tech team's product backlog+ Collaborated with cross-functional teams to execute various activities for the Content To Commerce Vertical. + Managed all updates and enhancements for the Content and Community activities across multiple Brands including Scoopwhoop.com, missmalini.com among others.+ Successfully managed replatforming projects to internal tech stack for new acquisitions while also implementing enhancements to improve customer acquisition.+ Worked with partner vendors to implement tech solutions including AI/ML solutions across our brands and platforms.+ Worked with partner vendors for marketplace integration of various in-house ecommerce brands and products

+ Led Customer Experience teams for Operations and Customer Support.+ Established monitoring systems, guidelines, standardized processes, and targets to enhance customer support efficiency, leading to improved First Contact Resolution (FCR) and Net Promoter Score (NPS).+ Implemented improvements in physical touchpoints to elevate overall user satisfaction.

Mumbai Area, India

+ Led the successful creation and integration of a new category (Grocery) in the Scootsy ecosystem in a month from first brief to go live. This required close coordination and setting up of process guidelines with various team including Tech, Finance, Catalogue, Operations and Marketing+ Currently managing an exclusive partnership with Foodhall, a premium lifestyle food superstore, part of Future Group which now contributes ~10% of Scootsy’s orders and ~12% of Scootsy’s GMV+ End to end ownership from initial integration discussion and activities, data structuring, regular interaction with business and operation teams, monitoring and coordinating operations in order to optimize productivity+ Worked with the product & tech team to prepare the product roadmap and requirements for the initial launch and transition of the product’s pilot website (MealsonWheels.in) to Scootsy.com and grew the contact centre from 3 CS resources processing 30 OPD to 60 executives processing 2500 OPD+ Instrumental in creating all operational processes and building up and managing the customer support and catalogue team. Managed responses and resolved business partner / client / customer escalations+ Worked closely and co-ordinated with various functions across Supply, Tech Development, Data Aggregation, Contact Centre Operations and Logistics + Worked closely with the product team to launch new operational areas as well as multiple categories for services while also handling priority clients on behalf of the Supply Team

Mumbai Area, India

+ Managed various facets of daily operations for burrp.com+ Conducted daily stand-up/Scrums with the various stakeholders across the team and ensured that Product Team requirements were communicated to the various functional teams+ Follow up and co-ordinated with teams to ensure that weekly tasks and activities were being completed and enabling solutions in case of blockers/delays, thus enabling successful Sprints+ Owner of all data aggregation processes including all listings, events and TV schedules

+ Instrumental in building the Digital Content Group from the ground up into one of the organization’s Key Core Business Units+ Heading overall Project and Delivery Management for multiple offshore clients with peak team size of 70+ members+ End to end ownership of existing projects and communication with prospective offshore clients, understanding their needs and then planning and executing live pilots followed by full scale project implementation

Team management, Strategic resource allocation, client coordination.

Quality control, data verification, team motivation & feedback.