Started with a goal of improving customer experience on the platforms across geographies and business units (Bus, Rails, Activities). Supported expansion in to new business lines (Metro, Auto, Cabs) via ONDC to make redBus a unified app for ground transport needs. Now experimenting with interesting GenAI use cases at scale for CX & CRM

Built multiple futuristic post sale experience products from zero to one that ranges from - in-app vehicle diagnostics, - service / roadside assistance and - predictive maintenance for Ola scooter customers - technician app, - service execution system and - CRM system for the service / support agents.

- Built & managed an ecommerce aggregator marketplace (Super App Platform) to enhance digital payments within Kotak Bank's Mobile and Web Application. Managed 10+ categories (Flights, Bus, Hotel booking, Online Shopping, Cab booking etc.)- The strategy of the product was to increase the adoption of mobile app & ARPU by nudging usage of Kotak instruments, digital payments & cross-selling of banking products. - Initial 1 month, I did customer and market research to understand & prioritise the problems to be solved.- Next 6 months, we tracked various product metrics, revamped some of our existing flows to reduce the funnel drops, improved payment/refund experience and did adoption campaigns. The product metrics improved but adoption was still not up to the mark! Got insights about D2C campaigns & customer perception :)- Covid forced us to pivot from travel to e-commerce & pharma based categories. We built a unified payments page that improved our rate of onboarding merchants by 4X. The no. of transactions increased to ~5X of pre-covid level :)- Next 1 year, we targeted to improve our user retention. We revamped the landing page, built a Bank-wide Rewards Program; end-to-end Earn & Burn journeys to ensure stickiness & adoption of the App. We also started building Milestone Benefits & a Bank-wide Gamification Engine to ensure Retention & Engagement of users. I had to leave the organisation before going live with this :( However, by that time, we had already achieved 2x growth in our MoM repeat user % & also the no. of transactions per user w.r.t. pre-covid levels :)

• Reduced the payables to London market & standardized daily payments to the insurers by building a seamless system for coordination of 6+ Business Units• Felicitated with Best Intern Award by the Leadership Team in the Annual R&R of JLT

Developed systems to provide formalized IT solutions for the operational processes of data warehousing, Invoice Management and Customer Relation Management System (CRMS) to leading companies in Telecommunication domain.