● Drove CSAT numbers and customer experiences by incorporating structured SOP’sbased on market study and sentiment towards the brand.● Experience-based (data-driven) customer retention programs were created.● Overseeing Quality control for the individual cloud units to ensure FSSAI guidelines were met.● Incorporated the IVR system of customer support operations which helped drivedown the customer wait time and operational cost.● Set up the B2B / Corporate sales team and created an additional revenue channel.● Oversaw the first offline store for Freshmenu at Bengaluru Airport for a period of 6months from inception to stability business● Implemented and managed Customer Relationship Management systems (CRMs) effectively, to optimize technology and support healthy clientcommunication.● Handled marketing for 3 quarters which included overseeing and planning day today offer plans/ banners and other properties● Setup workshops and meetings to create customer personas which helped us to recreate internal processes and changes to the menu.● Worked with agency partners to create and run radio and social media campaigns tomaximize interaction and reach.● Understanding customer trends by creating surveys and market studies with agencypartners

● Reporting Manager for 4 Assistant Managers with a total team strength of 325 members worldwide● The role included hiring, training, and going-live for the respective languages to provide Audits to the client on how they can improve the Mobile Responsiveness of Websites● Collaborated with stakeholders, set up and drove new initiatives such as integrating Google AdWords Remarketing code implementation and product listing ads ( aka. Google Shopping)with the existing processes, took ownership to fix issues, and deliver value to the business.● Project to improve the Mobile Responsiveness of Websites and Mobile Site Speed Optimization.● Understanding and creating process documents for all the different tasks performed by the team.● Prepare KRA's for all staff reporting to me in a way to get the best out of them without making them feel overworked.● Coached team members on productivity strategies, policy updates, and performanceimprovement plan to accomplish challenging goals.● Oversaw global product development and partner relationships, enabling footprint expansion into new markets.● Structured the RFP to acquire non-English speaking markets SPLATAM and APAC. Post the successful acquisition, we were able to bring in French, German, Italian and Dutch from the European markets● Spearheaded overhaul of company best practices, leading to significantly increasedstaff retention rates and top-ranking as an industry leader.

The detailed process of sourcing, promotion, and cataloging of all products and services.● Strategic analysis on business expansion and process mapping for operational efficiency.● Built and streamlined the Quality process based on the requirements from the founder.● Handled the Business plan that needs to be submitted to potential investors.● Played an important role in Financial Decisions within the Organization.● Planned and set up categories by determining the Margins and the ROI expected of each project that is executed.● Capitalized on industry and marketplace trends to strategize solutions and enhance business operations.● Established relationships with key decision-makers within customer's organization to promote growth and retention.

Reporting Manager for 3 Tutor Support Agents and 60 Tutor Agents.● Schedule maintenance based on the volume predicted and performance management.● In charge of Hiring, Training, and Development plans.● Conduct regular Review Meetings with Tutor Support Agents, build strategies and follow up by providing relevant feedback.● Report on team performance, customer feedback, and daily activities.● Liaise, coordinate and manage -relationships with other departments.● Training – Due to an immediate requirement, took care of recruitment and training of 100 employees.● Customer Relationship Management through Mailchimp by organizing email campaigns and improved sales by 7%.● Overlook the activities of the MIS team and responsible for the reports published.● Work Reports to be published on a daily basis.● Automate reports with the use of Excel extracted from SQL.● Publish Projections and Targets to different departments.● Directed training programs and development paths for outsourced vendors (AdityaBirla Minacs and 24/7).

● Handling mortgage accounts of individual customers based in the US.● Working closely with foreclosure customers and creating optimum plans keeping inmind the best interest of the customer.● Help collect outstanding amounts from defaulters by creating solutions to ensureeasiness of payments.