Vikas C. Email & Phone Number

Delhi, India

Managing Buncha’s Product, Design, QA, and Data Analytics from IndiaResponsible for conceptualizing and building New features for customers and shoppers Revamped Buyer application and added new features:• Improved the overall application performance by almost 70%, and now all the APIs responses are less than 3sec.• Revamped checkout page and reduced the steps from 8 to 3, reduced funnel order time.• Revamped Order Summary page (post order), add items increased from single digit to double - ~8% to 23%• Favorite items helped to increase the AOV by 13%• Apple Pay/Google Pay integration (contributing about 15% and reduced funnel time by ~2.3 minutes) • Recommendation engine helped to increase the average cart value by 15%New features: Smart cart, Payment hold, and release feature, Proactive substitute, multicart, Feedback modal, Tip, promo code, and Omni-searchGuest user flow: Allowing users to enter funnel without registering increased first transaction by 34%Referral and Earn: in-house solution ( 200+users joined, 500+orders received from the referral users)Built Delivery App, Merchant Portal, and Admin portal from scratch• Delivery App (Shopper): Shopper can do the shopping and coordinate with customers in case of items are out of stock for substitution via self-serve flow • Delivery App (Driver): Driver can see and navigate to the location for delivery and take the picture as POD (Proof of delivery)• Merchant Portal: Allow merchants to manage their orders, see the catalog, shop, and deliver the order from the merchant tool• Admin Portal: customer support: ticketing tool, Dispatcher management, catalog management, and tools for Marketing team (Setup billboard, create promo code for marketing or create new location/zones for delivery and marketing)Responsible for competitive landscaping and benchmarking, recommending best features to management

Gurugram, Haryana, India

Managing 6x2 Line of business for the both the brands (Goibibo and MakeMyTrip)• Managing and Building better customer experience for all GT LOBs• Built new features and automated customer self-serve flows: Reduced CR by approx 60%• Built agent facing flows to improve FCR and SLA; reduced the ACD (avg. call duration)• Built growth and revenue driven projects to increase the funnel mouth and improve UX• Focus on GT core LOBs (Bus, Cab and Trains)• Built MyTrip section for all core LOBs along with forward flows on app, PWA and Desktop• Cabs Smart IVR, Chat with Driver, Cab Ride tracking, Modification and Self-serve flows(complaint management); Reduced CR by 80% with these projects• Trains Real-time PNR status, Live tracking, Submit TDR, Smart IVR flows, periodic PNRupdates to reduce anxiety; Current CR is < 0.5% (reduced connect by 85%)• Bus Smart IVR, Real-time bus location tracker, Self- serve flows to resolve bus andoperator related complaints, Claim flows: Reduce cancellations by operator call driver• 10+ Programme launches Trip Guarantee, Travel Pass etc; improved mouth of funnel• Industry first ticketing system for Hyderabad: Touch and Go (QR code scan functionality)

Gurgaon, India

Worked on multiple projects in Postsales charter for Flights, Hotels, Acme, Holidays, VISA• Built MyTrip section for various LOBs with online forward flows: Cancellation, FAQ,Modification and modular components• Built Survey Management System in-house system with flexible question levels and types• Leveraged for NPS, CTAs, Booking and Cancellation experience related surveys• Real-time sync of data points and reduced cost of survey with 0 third party dependency• Industry first features WhatsApp as communication channel, Instant refund, Chat withHost, Flights claims flow (flight cancelled/ other issues); Improved UX and NPS by 2X• Unification: Goibibo Migration Migrated 8 GI Postsales LOBs in MMT ecosystem• Close collaboration with 5+ teams in each LOB to deliver the project in record time• Integrated agents’ CRM and reduced agents’ bandwidth requirement by 50%• 10+ Other Projects Myra (Chat-bot), Mydesk (agents),Refunds, Disruption system, GSTIntegration, Finance system revamp; Helped to reduce CR by 30-40% and improve NPS

Gurgaon, India

• Built NPS and feedback collection system derived demand and supply orieted actionables• Call Center improvement Defined and setup KPIs; Established processes for its tracking• Multiple key projects to improve customer experience, selection, build trust and reliability• Smart IVR system Intent and booking status based routing to agent: reduced TAT and CR• MMT Assured NPS and feedback analysis to reduce DSAT, improve service quality• Launched signature MMT Loyalty Program MMT Black and MMT Double Black• Increased platform stickiness and gamified levels to unlock additional benefits• My Promise Query resolution within TAT- reduced repeat calls, improved CCG efficiency

New Delhi Area, India

Multiple data-driven projects Reducing IPB, Return%; improve NPS, UX and ratings• Presented insight and recommendation to management after data analysis and reporting• Built new systems Survey Management to collect NPS; Seller and product rating calculator

Gurgaon, India

Gurgaon, India

• Managed WFM and MIS teams, Client Performance Reports, RCAs and Dashboards• Performance optimization of team for higher efficiency, meet individual & group targets.• Built in-house Case management tool and established process improvement measures

New Delhi Area, India

• Responsible for Data-driven projects and Managed Skip tracing team of 5 members• Presented insight and recommendation to management after data analysis and reporting

Bca, Bca

BCA - Computers

10+2, Commerce