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- The first team assigned was from the Inbound & Outbound LOB. It was the SWAT team that was the front face for Wakefit in Customer Support. Scaled the team's utilization to 73% and Quality & Performance to 94%. The same sustained for 4 months and the highest ever amongst other teams. - Organized Process Knowledge Tests for the entire Customer Support Team to upscale their knowledge. - Trained the complete Customer Support on Soft Skills and Communication- Won the Above the Cut award for being the only Team Lead in Inbound/Outbound to show exceptional performance.- Moved to Review to handle 3 different teams which includes SWAT, Accessories and Mattresses. SWAT being the front line team for Wakefit. Scaled the conversion percentage from 35% to 82% by simple means of communication and interpersonal training.

(Covid Impact: Lay Off)Managing the Customer Support and Marketing Team - Day-to-Day operations including managing scheduling, attendance, workflow management and delegation of responsibilities- Tied up with multiple vendors like Freshchat, Freshdesk, Zoho for support and marketing- Identify business opportunities and develop strategies for achieving business objectives- Ran Email and Push Notification campaigns on a day-to-day basis- Effective Management (and resolution) of escalations from the team- Creative thinking on ways to continually improve our service delivery - Oversaw and coordinated with team from home during Pandemic

Covid Impact : (Lay Off)A 3 months engagement with CabDost to streamline City Wide Operation. - Was Hired to streamline operations for the startup. A two months engagement - Monitor Employees productivity and optimize procedures to reduce cost - Increased productivity by 20% whilst simultaneously reducing headcount by 10% - Held weekly employee meetings to give information, take feedback, and provide updated training. - Partner Management: OLA, UBER, ZOMATO - Part of the core team and working directly with the founders and investors. - Oversaw the development and launch of 65+ cities. - Handling accounts for 14 cities on a day to day basis.

Managed the day to day queries via Ticketing and Calls. This entails: - Answering all customer queries regarding product and service - Meeting a set target of the day since the date of joining - Coordinating with the team to handle escalations and priority cases. - Testing and creating a new tool for the CS Team. - CSAT/DSAT survey check on a day to day basis. - Part of the core team for 3 verticals at Cure,fit

Ran tasks raised by users on Dunzo, end-to-end. This entailed: - Researching and identifying which merchant is best suited to the given task - Coordinating with delivery executives to ensure the task is run while disturbing the user as little as possible - Handling tasks that have gone wrong and finding quick resolutions. - Identified ongoing and potential fraud activities. Implemented methods to prevent the same and increase task efficiency. - Identified users with bad experience on the platform and strategies to retain them on the platform.