• Managing business operational metrics for Ahmedabad & Gandhinagar i.e. Customer acquisition & retention, Offline marketing (ATL & BTL), Supply & Demand management.• Identified new resource of revenue and introduced last mile delivery in Ahmedabad & Gandhinagar.• Launched 1 expansion city in Gujarat (Gandhinagar) in charge of growth strategy formulation, setting up on the ground operations and standardizing process.• Performed deep dived quantitative analysis for Supply mismatch to understand user demographics and contribution; formulated insights.• Formulated growth strategy and streamlined cross functional process for Ahmedabad & Gandhinagar, resulted in income increase of partner by 7%.• Achieved operational profitability by number of rides trending at 2X.• Successfully taken over projects for positive ecosystem for acquisition & retention of supply and demand.• Defining & tracking metrics which help evaluate the health of the business.• Mapping training process & managing team of 12; developing strategies for improving & to enhance their operational efficiency leading to increased productivity.

• Optimized support team processes to ensure a high level of customer experience.• Effective management (and resolution) of escalations from the team• Safeguarded warehouse operations and mitigated liability by establishing and implementing employee training on company SOPs.• Handled day to day shipping and receiving overseeing more than 10000 packages per day.• Recorded information on shipping, shortage, discrepancies to keep record current and accurate.• Identified risk/fraud of transaction done by customer to avoid fraud activity. Verifying customer for transaction by collecting documents from payee. Sending to concern risk team or payment gateway.• Handled courier management for deliveries against non-delivery reasons.• Managing KAM for corporate client with bulk delivery to be done on different address and assistance on complain for the product under criteria of agreement and company policies.• Product price management where competitor portal selling product with more discount. Also need to check with team if we can offer the same or not.• Maintain competitor pricing and suggesting concerned team to work on discounting on similar grounds to help us reduce customer churn and increase WOW retention. • Sending daily MIS to corporate clients with the status of their orders and providing justification of not shipped / undelivered orders.• Drive performance & time optimization through process and product improvements and being responsible to define, prioritize and develop new features in the product. • Worked closely with the Business Development team to drive business to high margin products.

• Supervising calling and correspondence process and managing a team of 35 combined for both department.• POC for all high priority escalations and settling issues for customers wanting to go for Legal procedure. • Provide product training and demonstration (functionally) to the team, also on-going support to ensure their success with the team.• Managed KRA on grounds of login time & calls per agent, reduced talk time per call, reduced escalation per n number of calls, improving average rating by nurturing executives with regular training sessions.• Creating a work environment and atmosphere that engages and delights both team and customers• Creative thinking on ways to continually improve our service delivery• Effective adaptation of working in line with corporate objectives and fast changing customer situations and priorities• Lead, motivate, and develop team within a time-sensitive and demanding environment to deliver on operational KPIs• Maintaining floor discipline in adherence with the organization policy document.• Preparing weekly shift wise roaster.

• Work on technical and non –technical customer queries on call.• Preparing daily MIS of for ‘queries resolved vs open’ and SLA• Resolving escalations for billing related queries.• Worked with the training department to streamline the on boarding process of new executives.