May 2022 – Sep 2023 · 1 yr 4 mos

• Led successful Launch of Spinny's connected car tech business - Spinny Connect
• Led Product development initiatives for B2B user interface and middleware for clients like GoMechanic
• Leading Product Growth and Experience initiatives for Spinny Connect, covering demand, experience, deliveries, automation, and analytics.
• Implemented cost-effective strategies to streamline the GTM process resulting in a 100% reduction in manual effort
• Developed in-app notification strategies, contributing to a ~120% increase in average app usage
• Built Support journey and CRM tool for efficient query tracking and handling
• Built the overall Analytics and tracking dashboards to track the overall usage and product metrics
• Built customer experience and analytics teams. Hired and trained full time and interns for the same

Jul 2020 – May 2022 · 1 yr 10 mos · Gurugram, Haryana, India

• Reduced 15k (9%) monthly inbound re-open tickets with a process focusing on Cost per order reduction which increased CSAT by 12.5%
• Restructured Customer journey through Metrics/VOC analysis to reduce support inflow
• Led multiple parallel projects aiming to have defects solved from root delivering maximum efficiency and low Cost per order
• Led Escalation Verticals with 200+ team members for exceeding business goals(NPS, TAT, Escalations, CSAT and Product improvement)
• Evaluated and improvised processes at vendor sites which helped in TAT reduction by 87% ( from 40 hrs to 5 hrs )
• Built QC process for the support agents which led to increase in QC coverage by 2.5x and resulted in dip in escalations by ~10%

Jul 2018 – Feb 2020 · 1 yr 7 mos · Gurugram, Haryana, India

• Transformed the Internal escalations processes which contributed to 100% redressal and created a Service recovery program for increment in positive sentiment across Social Channels
• Drove product improvements and managed Social Media engagement across all channels that led to tracking of the brand by 28% via SaaS tool
• Conducted and generated competitive and sentiment analysis of Zomato’s social media performance
• Led Performance tracking for marketing campaigns
• Responsible for analysing and driving team performance using SLA tracking, bandwidth management & Live QCs
• Templatised greeting responses for chat which led to drop in First Response Time (FRT) from 10 to 2
• seconds

May 2017 – Jul 2017 · 2 mos · Faridabad, Haryana, India

• Managed the event organised by Genius Corner for school students which involved students from 12 schools to give online tests and then compete against the others in the Final test event.