Jan 2023 – Oct 2023 · 9 mos · On-site

• Co-led growth strategy to grow monthly disbursals 2x to 600+ crore
• New Channel Development:
• Scaled Balance Transfer Channel from scratch to 50 crores monthly disbursals
• Setup entire charter - ideation, hiring, setting targets, defining KPIs, and execution
• Affiliate Partnerships: Onboarded 7 BFSI affiliates to generate 5 lakh monthly leads contributing to 70 crores of disbursals
• Productivity maximization: Boosted agent productivity by 4x to 40 lakhs/agent through Data Science models to filter top 10% leads
• P&L improvement: Revamped pricing strategy along with category to reduce monthly burn by 60% basis market insights

Sep 2021 – Dec 2022 · 1 yr 3 mos · On-site

• Led the post disbursement org of 50 people to improve average tenor by 20% to 170 days
• Retention: Setup a retention desk that reduced monthly closures by 50 crores (25% of closures)
• Repeat & Loyalty: Improved repeat rate and loyalty to 75% through PN, schemes and retargetting by field teams
• Renewals: Scaled monthly renewal from 130 crores(45%) to 300 crores(55%) with zero human touch scaleup
• Auction and Collections: Implemented industry best practices to improve conversions in bucket 1 and 2 to reduce NPA from 2.5% to 1.5%

Jul 2020 – Sep 2021 · 1 yr 2 mos · Bengaluru, Karnataka, India · On-site

• Revenue Growth:
• Improved margin by 200 basis points through pricing guardrails, SKU mix and control on low-margin SKUs
• Inventory Control:
• Curated top 600 SKUs from 3000 SKUs via Nielsen data to control inventory & improve assortment Setup liquidation process to sell aging inventory at discounted rates
• Organic Growth:
• Improved organic order share and AOV by 10% through midnight bazaar, bundling, & cross-selling Enhanced the funnel by 20% across different stages through better search, indexing, & navigation

May 2019 – Jul 2020 · 1 yr 2 mos · Bengaluru, Karnataka, India

• Growth & Business Strategy
• Designed and implemented RFM marketing strategies from scratch to achieve 15% MOM growth from November to January through better retention and reactivation
• Developed a long – term plan for growth team to improve on each levels of demand generation, conversion and other strategic initiatives
• Designed customer journey flows to improve conversion % for new user acquisition by 20%
• Pilot different business models like rentals, public parking and pricing strategies basis competition to improve CM and fuel growth
• Finalized offers and marketing strategies to increase rides with low burn basis learning from different campaigns
• Ops,Growth Planning & Roadmap
• Operations Planning: Defined and tracked operational cost and fleet availability targets for all 8 categories in Operations to achieve operational level profitability (CM +ve)
• Growth Planning: Defined acquisition, retention channels to optimize CAC and burn per order, improve network density through launch of new stations to increase topline / revenue
• AOP Planning : Designed QOQ and AOP planning for both Ops and Growth for year 2020
• Defined process initiatives & product roadmap for next quarter to achieve targets
• Investor Relations & Reporting
• Liaison with OLA Fleet team to provide weekly data, RCAs & ensure asset health of entire 6k OLA fleet
• Report operations level data and initiatives planned to VCs for investor’s pitch and weekly reporting
• Operational / Process Excellence
• Head 4 categories to ensure asset health of all 13k scooters, improve fleet availability % from 85% to 92% and reduce operations cost / km
• Design and launch strategies to reduce fuel fraud by 20 ps / Km to save 20lakh monthly through customer refueling, fuel handover, limit setting and audit process
• Piloted with different vendors like ReadyAssist, Awign, others for overall fleet management

Jan 2019 – May 2019 · 4 mos · Greater Bengaluru Area

• Investor's pitch and reporting
• Prepared investor’s deck about idea, problem, solution, market size, unit economics and growth projections used for investor’s meeting to raise Series A funding
• Prepared a 3-year financial model with growth projections, direct and indirect costs to calculate CM, burn rate, EBITDA for funding required YOY
• Category and Product Management
• Followed 5-day design sprint process used by Google Ventures to finalize category offering, pricing
• Launched a pilot for housekeeping and food category across 100 houses as a proof of concept
• Prepared user stories and wireframe for customer, vendor and internal users
• Improved PnL to add monthly revenue of 5 lakhs and reduce operational cost through tech changes in ongoing Assured subscription and adhoc maintenance requests for Nestaway
• Market Research
• Conducted telephonic, f2f customer survey to understand customer pain points in current market & affinity to use different services
• Researched online to refine idea basis successful business model from services companies in US and China

Apr 2018 – May 2019 · 1 yr 1 mo · Bangalore · On-site

• Customer Experience and Customer Care Process Enhancement
• Cost Optimization and Product Management
• Launched Automated Dispute Resolution to auto -resolve 1K monthly tickets (5%) real time
• Improved ticket handling process through Auto First Response and Auto Work Orders to save 2000 man-hours per month (10% reduction in functional cost)
• Revamped communication templates sent to customer, internal processes to reduce tickets/tenant by 15%
• Transformation and Operations Excellence
• Introduced prioritization score and auto work orders to improve average resolution TAT from 8 days in April to 2 days in September
• Improved % of tickets resolved within 30 minutes from 2% in April to 30% in September through better manpower planning and ticket assignment
• Team Management
• Led team of 3 interns to deploy Agent Knowledge Bank of standard SOPs to follow for 200 issue types
• Devised new metrics and created a single – view dashboard across levels to track and drive performance

Jul 2016 – Mar 2018 · 1 yr 8 mos · Bangalore

• Customer Experience Enhancement Program (Jul’16-Feb’17)
• Designed and Implemented Driver Performance Management System across PAN INDIA working with city quality managers and reduced customer complaints by 40% in 2 quarters
• Used FMEA approach to identify 8 high impactful attributes from 28 different pain areas of customer basis RPN
• Designed partner scorecard and decision matrices for SMS alerts, counselling, penalty ,training videos sent to drivers based
• on severity and occurrence of offences
• Eliminated the occurrence of fraud rides by implementing OTP solution to start ride
• Led team of 15 tele-callers for exhaustive training of drivers to improve their performance basis customer feedback
• Railways and Airports Launch Playbook (Sep’17-Nov’17)
• Developed user-friendly playbook for easy launch with checklist of 36 items in chronological order from launch date along
• with process owners, duration of activity and CFTs involved
• Designed Do’s & Don’ts list to avoid commonly occurring errors basis experiential learning from live station
• Spearheaded successful launch of 2 railway stations and deployed launch playbook over 100+ cities for launch of over 200 railway stations over next year
• Outages Incident Management (Dec’17-Mar’18)
• Developed playbook for remediation actions and communication templates for communications to customers / partners for 30 potential outages to minimize impact
• Developed a trigger mechanism and thresholds for dispositions at Customer & Partner Care for faster detection of outages

Feb 2016 – Feb 2016 · 0 mo · IIT Kanpur

Mar 2015 – Jul 2015 · 4 mos · Greater Bengaluru Area

• Analytics
• Prepared a list of laundromats priority-wise for business expansion using Google maps, voter’s data and CCD data.
• Used Google Analytics to improve the marketing strategy for customer acquisition.
• Marketing
• Publicized the product on social media using Google Adwords and Promote Call to Action on facebook.
• Initiated various discounts and offers for customer acquisition after analyzing competitor’s strategy.
• Learned about the conversions from marketing approaches like Refer a friend, Coupon marketing, Twitter campaigns, pamphlet marketing.
• Business Development
• Collabrated with 5 laundromats and delivery service to start operations in Bangalore.
• Handled customer support to answer the queries of customers and explain business model to laundromats.
• Coordinated with 5 membered team to help them to build company’s website and mobile application.

Jan 2015 – Dec 2015 · 11 mos · Greater Lucknow Area · On-site

• Leadership:
• Spearheaded 300+ students to organize 50th edition with ₹1 crore budget, attended by 40000 people
• Teamwork: Managed 40 lacs budget by coordinating with 50 vendors and 500 workers

Apr 2013 – Mar 2014 · 11 mos · Greater Lucknow Area · On-site

• Co-led 500 students to win General Championship Trophy for the first time in inter-hostel events
• Co - led 500 students to win inter hostel cultural event Galaxy by biggest margin for 4th consecutive year