Worked on GTM projects in the Beauty, Health food, and online learning sector

In addition to the CX role, given the additional responsibility of Heading Services Operations nationally. Responsible and accountable for Customer Experience and Services Operations Pan India. A total team of 400+. Direct reports are AVP’s, Process managers and Central Ops Manager. Largely Responsible for stakeholder management (Work in alignment with the Founders, Central team, investors representative at the office), Annual cap plan and budgeting, Team leading and People management, Team Morale, Efficiency, Cost control and Quality of service, Product Prioritisation during sprint meeting, setting up and Adherence to Input-output Metrics.Responsible for Services delivery to the internal and external customers at optimum costs. Lead improvement projects to enhance utilization and efficiency.• Total Team: 250+ team size. 200+ Multi Skill Technicians, 40+ Agents,AVP and Process Managers• Direct reports – AVP, Central Process Manager, Centrals Ops Managero Responsibilitieso Department charter as per RACIo FSL introduction and adoptiono Setting up Centralized servicing team o Purchase, warehousing, and Supply Managemento VAS o Vendor sourcing and Relationshipo Procurement Pan Material with refreshed negotiated Price List• Efficiency: Set and deliver on service delivery metrics, Slot adherence, Utilization and Capacity, Daily Dashboarding of key metrics of all execution teams,o Cross-functional Responsibilities and Tasks: City Activation, Reduction in Volumes: (Operations), Billing: (Sales, Ops and Finance), Reduce TAT Delays in house going live (City Heads, Sales, Ops), Quality during Move-in (Operations), Standardization of Vendor Agreements - (Legal), Vendor Billing Compliance and payments- (Legal and Finance), Services Inspection (Sales & Ops) o Cost Reductiono Better Qualityo Reward and Recognition for Technicians

Responsible and accountable for driving the performance of the business by gathering customer insights and lead improvement projects to enhance the customer experience• Total Team: 140 + of which 130+ FTEs, Direct reporting: AVP and Process Managers• Responsibilities :o Department charter RACIo Central Escalation desk o Centralized Desk for 24 hrs Safety and Securityo Telephony Infrastructure Upgrade / BCPo CRM Transition o Restructuring process for faster TAT o Introduction of Efficiency metricso Defect reductiono Outsourcing/ Headcount reductiono Quality: Introduction of live Audits, Mystery calling, Pre move in cleaning at T-2o Reward and Recognition: Set budgets and ensured it was done monthly and quarterlyo Cross-Functional Responsibilities and tasks - Improving Sales SAV Efficiency, NPS calling, Churn reduction (Sales), Owner complaints during offboarding (Sales & Ops), Automated refunds (Products & Ops), Candidate screening tests (HR), Reducing Call and Ticket Volumes- (central team, Sales), Spike Management: (Product and finance), Candidate screening (HR),o Quality Auditso Agent Reward and Recognition Program

• Demand side: Hunted & farmed corporates to make Nestaway their official Partner in the Induction sessions for new joiners• Supply Side: Bulk Property Acquisition with Builders, AMC’ Marketing: BTL activities at Tech parks, sms, mailers campaigns• Team Management: AVP and Managers • Brand Ambassador program in colleges. Built a BD kit with complete sales kit for entire BD SPANCO

Digital Marketing-SEO, SEM, FB- Lead Gen, budgets and engagement • BTL and Merchandising – design and source Packing material, stickers Communication- Responsible for content management• Escalation Desk Set up CEO and Digital Channel Desks to manage and resolve customer complaints, set up Billing and collection desk- Payment reminders and collectionCC Outbound desk accountability for outbound sales, escalations, inbound- category fulfillment, quality/training

• Team: 120+ FTEs• Set and deliver on service delivery metrics• Sourcing Vendors and thereof appointment and functioning • Billing: B2B customer billing and Vendor Billing • Hiring & Training: Interviewing to training new joiners• Project: Sourced, negotiated and then set up the telephony infra• Project: Integration with B2B customer - Nestaway • Cross-Functional Project: launched 30 Mins for Plumbing, Electrician category

• Demand Side: customer acquisition and growth • Brand and Marketing Budget preparation and control • Team Management: Lead a team comprising of a designer, SEO and AdWords Specialist, Brand/Campaign Manager Brand Campaigns: Radio campaign, BTL• Cross-Functional Project: Set up Multi City Call centers and trained agents on systems and helped in the contact center optimizationStakeholder management: Worked closely with the Founder & Investors

• Responsible for Build and launch the Corporate Platinum program, a new vertical for sales to SME and MSME salesStakeholder management: Work closely with the Central teams - Mktg, Product, HR, Tech Ops, Support • Ops: Billing and collections, Payment aging, Credit ControlMarketing: BTL activities Prospecting and Selling through Industry Associations, Develop Sales Collateral, Sales and training collateral for training all agents and salesperson as skill sets were very different

AVP / Head – Fuel| Apr 2010 – May 2011• • Stake holder management: Work closely with (Client & Internal) Central marketing team, city Marketing teams, Regional Sales officer and PAN India cities • Billing and collections payments collection aging management• Responsible for Doubling the active bunks by 2x in 6 months• Marketing & Cross Sell partners through ATL and BTL at outlets• Operations: Ensure all pumps are visited once in 15 days’ Sales: Deploy trained FOS for Carding new customers

• Stake holder management: Work closely with the Central, Regional Marketing teams, Store operations staff centrally and at cities • Marketing and Cross Sell through ATL and BTL at partner outlets during sale periods• Train the Store staff on the loyalty program, Carding new customers• Billing and collections- Collections and payments agingB2B R&R Prospecting, acquiring and operating rewards and recognition programs at Infosys, Fidelity

• Key Account Management: Work closely with the project managers in charge of large projects which involved setting up Contact centres in companies like CISCO, IBM, HP, Bank of Rajasthan,BRAC bank• Business Ops: Respond to the RFP floated till order closure• Billing and Payments collection of projects closed AMC’s renewals• Project Management: Project Deliverable and schedules till sign off Procurement/ Negotiation/Purchase: H/w and S/w servers and Headsets, S/w Licences

• Team Management: Lead a large direct sales team comprising of Area Managers, Branch Associates, FOS• Key Account Management: Relationship management with large key accounts like Manipal Group, IISc, BMRTL, LRDE, WIPRO PF, large family trusts, Tribunals, Clubs like KGA• Cross Sell of Life and Non-Life Insurance, Gold, MF’s, Asset Product-Car loans, Personal Loans

• Team Management: Lead a direct sales team. • Acquisition and growth: Acquire Corporates and SME customers largely through cold prospecting• Key Account Management: Relationship management with large key accounts like Intel, DTDC, Galileo (Travel Agents), ISRO• Billing and Payments collection from large key accounts

• City expansion: Started branches in Ahmedabad and Bangalore• Procurement: Source Telecom materials from mfgrs/Suppliers in Mumbai and Bangalore• Channel Sales: Directly sold through DID operators• Billing: Credit and recovery

• Sales: Channels sales through newspaper vendors• Billing: Credit and recovery of vendors• Build Relationship: Vendor Union management • Direct Sales: Increasing sales in area though sales campaign using direct sales team