Jul 2021 – Jan 2024 · 2 yrs 6 mos

• Created a feature that lets users book tables and buy offers that can be availed during final payment. Introduced user-based discounts and handling of booking charges redemption.
• Introduced deals and deal of day feature where merchants can offer certain combos/buffets menu at special discounts. Improved merchant acceptance and user experience at the same time.
• Reinvent dining payments flow by introducing instant discounts, bank discounts, and scratch cards to enhance user experience and retention. Used rule engine to real-time fine-tune cash-back logic.

Jun 2019 – Jun 2021 · 2 yrs

• Optimized chat assignment by using buffered channels and go routines and was able to reduce average agent assignment time by half. Also implemented secondary mapping to increase agent productivity by reducing their idle time.
• Built CRM dashboard which is widely used by all support agents be it customer, merchant, or rider support team. Integrated APIs from multiple services to provide real-time information on the user's order journey.
• Created an automatic merchant recovery system to attribute refunds to merchants and recover. Also built automatic merchant-agreed cancellation flow to prevent order losses.

Apr 2018 – May 2018 · 1 mo

• Built medicine procurement tool to automate inventory management in warehouses. Extracted medicine names and quantities purchased from invoice photos and automatically update inventory.