Pavas Pathak Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

As a product and experience leader at Qalara, I am leading the product development and design of a unique cross-border B2B eCommerce platform. My role encompasses cross-functional team leadership, defining the overarching product vision and roadmap, implementing agile methodologies, leading growth hacking initiatives, optimizing business processes, and the design and development of differentiating products across business verticals.- Leading the design & and development of the platform that has supported deliveries to 55+ countries, connecting 500+ MSMEs and artisans with thousands of buyers across the globe- Built a unique service that can support online checkouts for 100+ countries while accurately predicting the freight, duties & taxes- Leading the growth hacking strategies to optimally target B2B buyer segments and scale the platform with an EBITDA profitable strategy- Led the design discussion and integration of a unique payment solution, enabling long-auth, for international buyers

Bengaluru Area, India

As the Head of Experience Strategy at AJIO, I led the vertical responsible for product and process interventions to ensure a frictionless customer experience across the order cycle. I managed the team responsible for wireframing and designing CRM, NPS, CSAT, and providing the business analysis across different experience management products and metrics. I implemented the roadmap to deliver a best-in-class post-sales experience, resulting in an improvement in NPS by more than 75%.- Led the experience strategy vertical responsible for product/ process interventions and experience analytics to ensure frictionless customer experience across the order cycle.- Implemented the roadmap to deliver best-in-class post-sales experience, resulting in an improvement in NPS by more than 75%.- Led the competitive analysis and launch of the exchange flow, resulting in migration of customers opting for exchange instead of refund in more than 15% of cases.- Led the development and implementation of immediate payment services and refund to bank account feature, reducing the refund time by 2 days.

Gurgaon, India

I led the operations excellence function and was leading the program management for all major consumer-facing high-impact projects. I designed and implemented innovative solutions such as an intelligent self-service mechanism and automated decision trees, resulting in faster resolution time and improved customer satisfaction.- Led the strategy and road map for frictionless user experience post-delivery of an order. - Led the design of an intelligent self-service mechanism to enable faster resolution time to customer issues, achieving a reduction in resolution time by 28%- Led the development, UAT and implementation of automated decision trees to guide the customer care representatives while handling a call, reducing the AHT by 15%- Conceptualized and managed the launch of the Problem Identification Engine to intelligently display issue categories and minimize customer effort in selecting the right issue categories, resulting in an overall resolution time decrease of 18 hours.

Bengaluru Area, India

At Flipkart, I was responsible for driving data analysis and customer insights, as well as designing, developing, and re-engineering processes to improve customer experience and delivery timelines. - Forecasted the contact volumes for different issue types and prioritized lean implementation and process improvements for these issue types thereby reducing handling time by 15% - Led the RCA team tasked with identifying critical journey gaps after the first big billion-day- In charge of end-to-end process development, process coordination and adherence to the processes.

Managed and maintained efficient operation of oil tankers as a dedicated marine engineer, ensuring optimal performance and adherence to safety standards during my tenure at sea. Executed critical maintenance tasks and contributed to the smooth functioning of marine systems.

Singapore

Assisted in the comprehensive training program as a dedicated Trainee Marine Engineer, actively participating in the upkeep of maritime systems and learning essential skills to support the seamless operation of vessels during my training stint onboard.

Master'S Degree, Business Administration

Activities and Societies: Operations Club Majors - Finance and Operations Management Consulting project for a Amazon Development Center.

Bachelor'S Degree, Marine Engineering

Activities and Societies: Cultural and Literary Committee