Rebuilt the Market Research Business for the company from the scratch.Responsibilities included recruiting a new team, upskilling the existing team, technology upgradation. Business development in new geographies and acquiring new clients. Responsible for the generating the business volumes and the P/L for the market research department. Achieved 10 X Growth for the company within a year.Published the MIS dashboard for the clients based on the research outcomes. Part of the ideating committee to develop a fintech product.

o Managed the full project lifecycle: Strategy, design, development, testing and implementation for Stylori.com online jewellery portal. o Responsible for setting up the operational team, customer service and backend processes for Stylori.com. o Worked closely with the operations, marketing and customer service teams to deliver continuous value in various aspects such as cost, lead time reduction, quality, range of products. o Coordination with the supply chain vendors and managing a healthy vendor relationship to ensure smooth functioning of the operations. o Managed the product portfolio on the website by actively engaging with the internal and external merchandising teams.o Published the MIS Dashboard for the website visits, marketing, leads, sales and customer service for the management.o Worked with the technical team for developing support systems for e-commerce functions like product upload, pricing module. o Managed the strategic site redesign to improve brand messaging, user engagement and improve conversion. 10X Growth in sales in a year. o Driving the revamped go-to-market digital marketing strategies to improve sales. Improved the ROAS by 5X between Aug 2016 & Aug 2017.

o Worked as the operational head to manage the after sales and customer service (Order Fulfillment) for India’s trusted online jewellery portal CaratLane.com. Direct reporting to VP – Customer Relations. o Started when CaratLane.com had no after sales process and then designed and implemented the entire order fulfillment process.o Ramped up the same to process 2000 orders a month by automating the same working with the technical team.o Provided strategic solutions to enhance overall customer experience on the website by creating product requirement documentation, user acceptance testing and closely working with the technical team.o Continually improved the order fulfillment process by doing a before and after comparison of the process.o Forecasting, Planning & Coordinating to maintain capacity & infrastructure for the organisation to meet business objective.o Set-up benchmarks into measure efficiency of order fulfillment process & customer service and publish daily, weekly and monthly reports to the higher management.o Created logistics framework both internal and framework to ensure seamless delivery experience.o Responsible for creation of training module and knowledge base for customer queries to train the team. Areas such as product knowledge and soft skills have also been covered under the said module.o Primary point of escalation for any customer service queries.

o Promoted as an Assistant Manager in Feb 2008 to centrally manage customer grievances pertinent to Debt Management. o Supervise staff of 5 employees responsible for handling complaints, requests and correspondences received by the Debt Management team – Pan India across multiple products (Mortgage loans, Credit card, Personal Loan, Auto Loan, Consumer Finance Loan)o Handle sensitive & urgent complaints addressed to the Senior Management of the Bank and the Regulatory. o Designed and created the desk instruction manual and also devised the capacity utilization model for the team. Maintain & publish the roster system for the team. o Maintain & publish MIS & Analysis for the complaints handled and highlight grey areas and recommendations to the operations team.o Worked as Senior Officer – Customer Service “HSBC Operations India Ltd”, Chennai (Jan 2007– Feb 2008)o Responsible for handling critical escalations to the Banking Ombudsman & other regulatory across various banking products (Mortgage loans, Credit card, Personal Loan, Auto Loan, Consumer Finance Loan, Liability accounts).o Handled escalations addressed to the Senior Management of the Bank like the Department Heads, CEO, DCEO & Global Heads. o Responsible for handling escalations addressed to Nodal Officer of the Bank. o Actively involved in liaisons with various departments of the Bank while resolving customer grievance.o Identify process gaps and suggest improvements to the operations team.