1) Primary owner of the customer post-shopping journey, prioritizing exemplary customer experience, cost optimization, & brand value.2) Led cross-functional teams of 10+ members, to a successful implementation of 15+ small to medium projects. 3) Spearheaded the concept-to-launch of initiatives aimed at addressing customer grievances, achieving a target of less than 5% monthly orders with issues & ensuring refunds worth < 1.5% of total sales value.KEY PROJECTS Recycling Initiative (Delivery Bags & Tetra Paks) 1) Spearheaded the end-to-end development & launch of Industry’s 1st recycling feature on an e-commerce platform, enabling users to raise a request to pick-up unused Delivery Bags/Tetra Paks for recycling.2) Successfully eliminated 75+ monthly social media escalations, while gaining 15+ organic shoutouts from satisfied customers & gained media coverage through 10+ media outlets.3) Currently receiving ~20,000 monthly requests resulting in ~4200 kgs/month of plastic recycled, without any logistical costs. Additionally received appreciation on social media from the CEO of the firm. Customer Issue Management System - CIMS (In-house CRM tool)1) Conceptualized a CRM tool from scratch to be used by 350+ internal users, aimed at a ~25% reduction in customer issue resolution time.2) Designed & created over 25 wireframes & 25 data flow diagrams to visualize the system's structure & functionality. Delivered the same in 10 comprehensive PRD’s to the tech team.Miscellaneous 1) Integrated MB systems with Clevertap, enabling business teams to run 100+ monthly offers on dynamically changing customer cohorts. Cutting down manual effort of ~80 man-hours/month.2) Saved user effort of ~412 man-hours monthly by curating logic which led to 52% of overall order related customer tickets getting auto-resolved. 3) Re-worked the user education journey for the non-contactable reverse logistics, improving successful reverse-pickup of products by 18%

Volunteer for the LinkedIn Marketing team. Curated & coordinated 10+ posts related to employee branding which brought in 1000+ impressions, along with 5000+ views

Responsibilities and related impacts1) Owner of the end-to-end customer transaction journey including price acceptance, customer payments to ownership transference. Primarily working towards exemplary customer experience, revenue generation and cost optimization.2) Managed teams of 5+ development, engineering, design and business stakeholders in all phases of custom product solutions delivery (from requirements gathering through build, test phases, QA, launch and support) .3) Contributed in business growth to 3X value (5k to 15k monthly C2B procurements) during the tenure by driving customer experience initiatives for PAN India transactions yielding an ~38% improvement of NPS score.4) Managed concept-to-launch of initiatives solving customer grievances, reducing customer grievances by ~53% in 18 months ( pre-covid ) and again by ~70% in 9 months ( post-covid ).[% = base of monthly cars procured]*Key Projects : 1) Devised & deployed the post-negotiation customer journey for Doorstep Car Procurement from scratch. Contributed ~38% of monthly cars bought by Cars24. (June’21)2) Conceptualized & launched the Instant-Payment feature, enabling customer payments concurrent to car pickup by working in collaboration with Locus & DriveU generating ~3% of monthly revenue.(June’21) 3) Working in synergy with Equifax, created the Early Warning System(EWS), a feature to flag cars with linked loans. It enabled accurate evaluation of cars bailing out business losses of ~35 lakhs per month.4) Designed to disburse Automatic Customer payments driven by system intelligence, partnered with Kotak Mahindra bank & Yes Bank using penny drop method. Resulting in ~3 secs of average payment TAT.Resource cost was reduced to 1/4th of the pre-feature value achieved by eliminating manual effort of ~432 weekly man-hours, enabled by 93% adoption rate by the customers.

Primarily working towards providing seamless customer experience to car sellers. Simultaneously worked on revenue generation and cost optimization. Also owned processed that involved improving operational efficiency, accuracy of quality check assurance, swift hassle free payments.Managed a team of 5+ engineers, handling the development of core internal products like “Admin Panel” and “DMS app” reducing the customer's document verification journey by ~27%1) Uphold customer experience by enabling relevant customer communications on SMS, Email and Whatsapp during transaction journey of the customer

Worked on products, given as projects by the firm which Applied the concepts of IoT to develop "Smarter every-day Objects"Description 1) Hands on, product based experience on using micro-controllers (arduino, Node MCU) and sensors (IR, UV, LDR Bluetooth sensor etc) including ideation, conceptualisation, development and delopyement.2)Hands on, product based experience on programming micro-controllers using Embedded C.3) Hands on experience in developing small scale mobile applications, using MIT App Inventor. 4) Experience in creating Technical Reports of the projectsTechnologies Used : Embedded C, MQTT, AMPQ, Port Forwarding, Sensors and Micro-controllers