- Part of the leadership team of Melorra. - Responsible for the design, supply chain and customer experience functions.- Handling 9 fulfilment centres across India. Setup and commenced operations in 6 fulfilment centres to scale operations. - Setup the international operations and successfully delivered in the US, Canada, EU and the Middle East.- Presently working on a transfer pricing model to set up a subsidiary network in the US. - In charge of international partnership… Show more - Part of the leadership team of Melorra. - Responsible for the design, supply chain and customer experience functions.- Handling 9 fulfilment centres across India. Setup and commenced operations in 6 fulfilment centres to scale operations. - Setup the international operations and successfully delivered in the US, Canada, EU and the Middle East.- Presently working on a transfer pricing model to set up a subsidiary network in the US. - In charge of international partnership tie-ups and marketplace operations.- Developed and implemented a new operations strategy that aligned with business goals and objectives, resulting in a 5X increase in efficiency with the same operating costs.- Consistently delivered an NPS score of 50 + both for online and retail channels.- Created annual operating and capital expenditure budgets and managed performance to budget.- Improved assisted conversions from 28% to >65% without increase in marketing expenditure.- Led the organization to ramp up capacity to support an 18% growth in demand fueled by new products, improved quality and on-time delivery performance. Show less

- Part of the leadership team reporting to the COO. - End to end ownership of 15000 vehicles across multiple cities. Team size of 2200 fleet executives at peak.- Responsibilities include NPS, Asset management, rebalancing, logistics, servicing and maintenance of the fleet, Customer support, supply chain, fraud detection and bottom-line growth. - Scaled up the fleet size from ~4000 vehicles in March 2019 to 15000 vehicles by September 2019. - Scaled up operations supporting 10k… Show more - Part of the leadership team reporting to the COO. - End to end ownership of 15000 vehicles across multiple cities. Team size of 2200 fleet executives at peak.- Responsibilities include NPS, Asset management, rebalancing, logistics, servicing and maintenance of the fleet, Customer support, supply chain, fraud detection and bottom-line growth. - Scaled up the fleet size from ~4000 vehicles in March 2019 to 15000 vehicles by September 2019. - Scaled up operations supporting 10k rides in March 2019 to over a million rides by July 2019. Show less

- Part of the core leadership team that raised series B, C and D. - Set up and commenced operations (Property Management) of the company in Bangalore, Hyderabad, Mumbai, Pune and Delhi NCR. - Built process designs for various important, business augmenting processes including the property management structure, property onboarding and off-boarding, tenant moving in and moving out, AOP for business and growth and new business policies for CX.- Conceptualized innovative and… Show more - Part of the core leadership team that raised series B, C and D. - Set up and commenced operations (Property Management) of the company in Bangalore, Hyderabad, Mumbai, Pune and Delhi NCR. - Built process designs for various important, business augmenting processes including the property management structure, property onboarding and off-boarding, tenant moving in and moving out, AOP for business and growth and new business policies for CX.- Conceptualized innovative and affordable features such as “Smart Homes” and “self-check-in” in Nestaway homes, which resulted in smoother and more cost effective operations.- Effectively facilitated the transition from offline standard agreements to online digitized agreements leading to efficient, faster and more effective implementation of processes while hedging the company’s legal liability. - Optimized headcount and reduced S&M expenses, thereby, improving bottom line of cities. - Successfully collaborated with cross functional teams to build process flows on Salesforce and improve back-end apps and web systems. Worked in conjunction with the legal and compliance team to effectively roll out critical processes such as Arbitration, digitization of agreements and vendor due diligence. - Successfully assisted towards the organizational goal of improving NPS to +ve scores. - End to End support in Onboarding third party vendors to solve issues at scale including onoarding of vendors, negotiating commercials and successfully managing day to day issues as well as disputes. - Have a good grasp and understanding of P&L – Drove business as per AOP, managed gaps and intervened for business success. Deliverables include Conversion, Revenue, churn and NPS. Show less

- Setup the contact center operations for the Company (including back-end ticketing system), and Telephony services in compliance with the rules and regulations of TRAI. - Facilitated and helmed the migration from Cloud telephony to ACD systems. - Developed AOP and Capacity Plan for Care. - Defined cross functional process aimed at Contact Reduction.

- Managed a team of front line managers and oversaw a team size of ~500 employees.- Returns Policy and Experience - sign-off on returns policies for new verticals/product launches. Change management for policy/process redesign. Create and drive the perfect returns experience charter.- Facilated contact reduction through automation and self-serve projects. - Effectively undertook and oversaw cross functional change management and process initiatives to drive NPS. - Supply Chain… Show more - Managed a team of front line managers and oversaw a team size of ~500 employees.- Returns Policy and Experience - sign-off on returns policies for new verticals/product launches. Change management for policy/process redesign. Create and drive the perfect returns experience charter.- Facilated contact reduction through automation and self-serve projects. - Effectively undertook and oversaw cross functional change management and process initiatives to drive NPS. - Supply Chain Controls: drove reverse supply chain initiatives for reducing losses including fraud mitigation and recon measures.- Identified and drove initiatives leading to returns control/reduction by co-creating solutions within ecosystem.- Automated returns process, thereby, increasing self-serve penetration and approval rules. - Took initiatives to reduce the overall TAT with IVR personalization and returns personalization score for customers. - Introduced segmented approach for approval rules. - Undertook initiatives to personalize experience for customers. Show less

- Built v1 customer support function for flipkart.com (including Inbound, Outbound and Email queues).- Initiated and pioneered outsourcing in Fipkart,. Actively involved in partner evaluation, finalization and transition of []. - Lead the service delivery of three customer experience verticals including voice and non-voice.- Evaluation of CRMs and telephony services. - Escalated the process from a 28-member team in January’ 11 to over 400 in 10 months. - Successfully managed… Show more - Built v1 customer support function for flipkart.com (including Inbound, Outbound and Email queues).- Initiated and pioneered outsourcing in Fipkart,. Actively involved in partner evaluation, finalization and transition of []. - Lead the service delivery of three customer experience verticals including voice and non-voice.- Evaluation of CRMs and telephony services. - Escalated the process from a 28-member team in January’ 11 to over 400 in 10 months. - Successfully managed the complaints management and timely resolution on all social media networks such as Twitter, Facebook, Mouthshut.com etc. Show less