Jan 2024 – Nov 2024 · 10 mos · Bengaluru, Karnataka, India · On-site

Dec 2022 – Jan 2024 · 1 yr 1 mo · Bengaluru, Karnataka, India · On-site

• Product Optimisation & Innovation: Led the optimization of the Marshal App, reducing vehicle entry/exit time from 3 minutes to 15 seconds, saving over 100 hours monthly across 40 hubs. This enhanced operational efficiency for guards and drivers.
• Enhanced Return to Hub logic, increasing adherence to 65%, optimizing routing, reducing downtime by 20%, and improving efficiency.
• Data-Driven Decision Making: Focused on using real-time data and dynamic dashboards to enable quicker, more accurate decisions.
• integrated real-time data from the Marshal App into dashboards, reducing reporting time by 15% and improving decision-making accuracy.
• Developed and deployed the Altilium tool to resolve charging issues, reducing issue resolution time by 25% and saving operational hours.
• Collaboration & Operational Efficiency: Cross-functional collaboration to streamline operations, save time, and boost team efficiency.
• Delivered the CE App, reducing ticket closure time by 30%, saving 50+ man-hours weekly, and improving user satisfaction by 15%.
• Integrated Cashfree payment solutions, reducing transaction failures by 20%, and increasing user retention and experience satisfaction.
• Strategic Partnerships & Revenue Growth: Focused on partnerships that increased product availability, revenue growth, and satisfaction.
• Partnered with Tata to integrate chargers, increasing charger availability by 20%, and driving 15% revenue growth in the network.
• App Development & User Experience: Developed user-friendly apps to simplify tasks, improving customer engagement and satisfaction.
• Developed a B2C app to simplify charging hub discovery and provide personalized recommendations, enhancing overall user experience.
• Improved app retention by 10% and user satisfaction for 8,000+ users by optimizing usability and recommendations.

Oct 2021 – Dec 2022 · 1 yr 2 mos · Gurugram, Haryana, India · On-site

• Process Automation: Automated workflows to optimize refurbishment processes, reduce delays, and boost operational efficiency.
• Automated job cart creation, reducing car inspector reliance and saving 10+ hours weekly by eliminating manual task identification.
• Optimized workflows, cutting per-car refurbishment time from 3 hours to 30 minutes, saving 50+ hours weekly team.

Feb 2020 – Oct 2021 · 1 yr 8 mos · India

• Revenue Growth: Implemented strategies to boost ad revenue and streamline onboarding processes for improved operational efficiency.
• Increased ad revenue from ₹1 crore to ₹2.5 crore/month by collaborating with Finance and Business Teams, achieving 150% growth.
• Reduced TAT for onboarding riders from 3 days to 1.5 days by fully digitizing the process, improving integration by 50%.
• User Engagement: Improved product features and user experience through data-driven initiatives and cross-functional collaboration.
• Improved CTR of the Delivery Food section by 3%, collaborating with Data Science and ML Teams to enhance user engagement.
• Designed and ran experiments that improved targeted product features by 10%, using actionable insights from experiment results.

Dec 2018 – Feb 2020 · 1 yr 2 mos · Gurugram, Haryana, India

• Directed analytics team to improve the efficiency of in-house processes and identify nodes for process improvement and implementation
• Key Achievements:
• Promoted to Senior Analyst in 9m (avg 24 months). Awarded with Best Contributor for Growth during FASTag Mandate transition.
• Handpicked by CEO to lead the Auto-Identify wrong debits project; Liaised with 3 business heads & Tech team to design the process.
• Customer Retention:
• Decreased 32% MoM churn rate by identifying target user segments using clustering and optimising the customer service processes
• Shortened the customer care waiting time from 7 min to 1.5 min by identifying and automating the responses to FAQs through IVR
• Reduced avg. ticket resolution time to 3 days from 15 days by streamlining workflow to provide users with increased transparency.
• Utilized Rule Engine & Regression to identify and escalate erroneous debit entries, resulting in a 24% increase in customer satisfaction.
• Facilitated the reimbursement of auto-identified wrong debits from Toll Plazas which is 2+ crores per month across the country.
• Saved ~1.5k man-hours/month by automating and standardizing the 30+ data pipelines across stakeholders for user escalations.
• Customer Acquisition:
• Achieved a 60% increase in customer base (to 1M) by delivering targeted marketing strategies using Vahan data at a city-area level.
• Acquired 10k customers per day (compared to a monthly avg. of 12k) using the dynamic end-to-end process flow during Sales Mission.

Jun 2017 – Dec 2018 · 1 yr 6 mos · Gurugram, Haryana, India · On-site

• Conversion Optimisation: Enhanced booking processes and feature adoption, boosting revenue growth and user engagement.
• Enhanced Listing to Order Ratio (L20) and minimized payment drop-offs achieved a 6% increase in conversion rates and significantly improved user engagement.
• Established tracking for new feature releases, enhancing adoption rates by 12% through detailed analysis of metric funnels.
• Data-Driven Solutions: Leveraged analytics and experimentation to enhance product performance, and streamline processes.
• Automated listing package sequences and conducted tests, increasing order contribution by 8% and menu-to-cart ratio by 2%.
• Developed a Destination Recommendation Model, improving user satisfaction and aiding 6% of total leads.
• Automated reporting saves 20 hours weekly, improves accuracy, and enables timely insights for key operational metrics.