Oct 2020 – Mar 2023 · 2 yrs 5 mos · Delhi, India · Hybrid

• Krishnayan is reviving the traditional arts of India and is giving them a new lease on life in todays’ contemporary context. Our goal is to bring the craftsmen back into the mainstream of Indian life and raise their status from community artisans to national artists.

Jan 2020 – Apr 2020 · 3 mos · Noida, Uttar Pradesh

• 1. Redefining processes to remove NVAs
• 2. Standardizing dashboards
• 3. Setting up processes for gathering feedback to improve performance
• 4. Streamlining daily operations

Jun 2018 – Jul 2019 · 1 yr 1 mo · New Delhi Area, India

• We help businesses enable and execute strategies for long-term market impact.
• Worked actively with OYO to spread their footprint across India through strategic tie-ups with Builders
• Consulted Drivezy, on site, to set-up their Customer Service team and improve monetization (run rate of 1Cr achieved within 4 months)
• Worked with Shuttl to set-up their enterprise sales process
• Consulted OLX in developing their real-estate arm

Oct 2016 – Oct 2017 · 1 yr · Gurugram, Haryana, India · On-site

• Franchisee Owner

Feb 2014 – Oct 2016 · 2 yrs 8 mos

• Set-up the information quality team of 100 FTE
• Responsible for the accuracy of content that is uploaded on the website
• Improved the productivity of the operations team by 3 times within 4 months of joining
• Operationalized a process for improving the listing quality
• Enhanced the quality score from 85% to 95%
• Strategized and implemented outsourcing of society page creation to be able to hit a number target with 95% quality score
• Streamlined process for sourcing of projects so that all the popular projects are available on 99acres within 24 hours
• Responsible for training the entire operations team on soft skills and processes
• Responsible for the property posting form on 99acres. This entails tracking drop-outs, reducing the time taken to post a property, accuracy of information

Oct 2012 – Jan 2014 · 1 yr 3 mos

• Responsible for conceptualization of new Products and Processes, gathering requirement from different stakeholders and conducting CBA
• Responsible for maintaining and managing internal and external partnerships, requirement analysis, prioritization and negotiations of terms with the technology team
• Evaluation of business partners for B2B and B2C business – understand the feasibility of partnering with vendors for various product solutions

Jan 2011 – Oct 2012 · 1 yr 9 mos

• Minimizing product related complaints – Gathering insights from customers post launch of a product and incorporating changes, if any are needed
• Implemented a sales CRM which increased the coverage of leads by 6 times and conversion by 7 times.
• Put in systems in place to reduce customer spam and improve user experience
• Revamped the online experience of users to increase the number of leads by 300%
• Launched a product for the Gulf market which gave business worth 1.5 crores in the 1st year

Oct 2009 – Dec 2010 · 1 yr 2 mos

• Developed a CRM for smooth working of the sales force and rolled in out PAN INDIA
• Conducted training sessions for the team for launch of new products
• Conceptualized and implemented quality parameters to bring down the fatal errors (mis-selling) from 16% to 2%.
• Built a separate team for lead management so that the revenue generated from the various lead sources could be measured. This increased the revenue by 200%.
• Responsible for timely and accurate emailer to be sent out to the candidate’s database

Jun 2006 – Oct 2009 · 3 yrs 4 mos

• Heading the Telecalling unit for Naukri.com and Client Servicing for Jeevansathi.com. This entails sale of Resume Services to the database of Naukri.com and Membership to the registered clients of Jeevansathi.com. Reporting to VP.
• Managing a team of 6 Managers for both the processes with a total team size of 130 FTE.
• Set up the telesales unit for Naukri.com at Noida and implemented calling through dialler. The process was centralised in the month of July’ 07, increasing the revenue from 2.53 Cr in financial year (2006-07) to 10.2 Cr in the financial year (2009-10), an increase of more than 4 times
• Launched the process for selling over phone to the database of NaukriGulf.com, billing a sale amount of 38lakhs within 10 months of calling.
• Streamlined the processes for Jeevansathi.com increasing the revenue by 45% from financial year (2006-07) to in the last financial year (2007-08).
• Launched the inbound call centre for Jeevansathi.com which is responsible for handling servicing concerns of the clientele.
• Responsible for enhancing the CRM used in Jeevansathi.com to ensure ease of navigation and reduction in number of clicks for billing.

Oct 1998 – May 2006 · 7 yrs 7 mos

• Managing the backend operations within Customer Services. This entails resolving all queries and complaints of customers, which cannot be resolved online. The challenge being timely and accurate resolution and two way communication to and from the customers.
• Spearheading the strategic planning, operations management, business development, establishing new set-ups, process management & enhancements, vendor management, client relationship management, MIS management, team management with a team of 40 FTE personnel.
• Developing the CRM to meet the Global Consumer Finance (GCF) requirements of complaint resolution and implementing it across the region. This CRM was considered one of the best practises in Asia Region and was worked upon by 250 FTE from Customer Services’ team and 1 SPOC from each of the external departments.