Ruchi Vora Email & Phone Number

Bengaluru, Karnataka, India

- Built logistics network dependent on 3P solutions to scale order volume by 15% M-o-M servicing 5k+ daily orders- Drove the switch from reverse to forwards logistics improving performance by 8% and improving CM1 by ~30%- Built COD payment mode resulting in a 18% improvement of first time buyer conversion and a 20% increase in AOV- Reduced RTO from 30 to 18% by - limits on repeat, friction on checkout journey, dynamic fee & multiple confirmation- Developed in-house chat bot layer connected with CRM to offer effective real time resolution to users. Reduced Wait Time to <1 minute, chat volume from 120% to 45% and reducing manpower cost by 40%- Introduced auto-closure of disputes basis user history & order value and pushed adoption of partial refund leading to a ~30% reduction in resolution time and a saving of 8% per order in dispute costs- Increased CSAT by 22% by improving team efficiency, optimizing logistics, payments & refund processes and implementing a performance management program for support teams- Led the logistics and contact centre teams (chat, email, dispute handling & voice) comprising of 60+ members

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

- Set up and led the community operations team of 10 members across 3 countries, comprising community managers, category managers and operations specialists to drive platform engagement for 50k+ users from across 150 countries- Conceptualized and managed categories like clubs, contests, live online workshops leading to an M-o-M improvement of 7% in Daily Active Users in terms of community engagement at an NPS score of 38% attaining an ARR of USD 1.5mn- Owned the weekly and monthly engagement dashboard in terms of generating, assessing & reporting actionable insights and incorporating the same to improve the product offering in collaboration with key stakeholders- Drove the customer success vertical including customer support (Zendesk & Intercom), feedback management and process improvement securing an NPS score of 32% and a CSAT score of 73%

Bengaluru, Karnataka, India

- Founding team member at Kyt, led revenue operations and set up processes to facilitate live classes across 5 categories and scaled them to service 4 geographies attaining an ARR of USD 1mn- Responsible for end-to-end post trial user lifecycle including conversion, on-boarding, feedback, graduation, retention- Scored an NPS of 43% through continuous product improvement basis user feedback in collaboration with the product and curriculum teams

Bengaluru, Karnataka, India

- Led a team of 4 to optimize user experience resulting in a contact ratio reduction of 7% and an FCR of >80%- Designed and introduced Bill of Rights to provide for a conducive working environment for 2500+ fitness trainers and centre managers resulting in a 7% increase in eNPS and reduced delinquency to <1 - Developed the blueprint for an ideal Cult centre in compliance with the 6S principles of workplace organization- Led digital transformation initiative to pivot from offline to online methodology for up-skilling 2,500+ trainers during COVID with an engagement rate of 80%

Mumbai, Maharashtra, India

New Initiatives- Designed and launched a Test Drive ecosystem for leading automobile manufacturers in India- Validated the concept and steered the product design process for subscription-based car rentals - Engaged in budgeting, target setting, P & L management to drive growth of these new products Business Growth- Delivered a 100% Y-o-Y revenue growth for the MyChoize vertical in a sustainable manner through a balanced mix of continuous product enhancement, competitive pricing and excellent customer service delivery- Drove expansion via franchisee route to increase business reach and brand awareness pan –India- Identified acquisition drivers & bestsellers to create dedicated widgets / carousels leading to a 15% increase in conversions- Created a value-based pricing and discounting model yielding a 20% improvement in fleet utilization and a 40% increase in bookings

Mumbai, Maharashtra, India

Operations Optimization- Conceptualized and prepared BRD to facilitate technology development in line with business requirements- Set up the MyChoize – Quick Response Team for ensuring round the clock safety and security of the fleet pan-India- Worked actively on call centre improvement in terms of increasing caller gratification and customer relationship management- Curated the Standard Operating Procedure for MyChoize and ensured its thorough implementation- Improved fleet utilisation at the parent company level by cross-utilizing the fleet between MyChoize (B2C) and other B2B businessesBrand Building- Ideated, planned and executed publicity events pan-India- Designed and launched a marketing case study competition for B-schools

Navi Mumbai, Maharashtra, India

Mumbai

Masters Of Business Administration, Marketing

Bachelors Of Engineering, Computer Science