Karuna Sharma

Operations Associate

Gurgaon, Haryana, India11 yrs 7 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Led operations for IPO readiness at BharatPe.
Achieved significant improvements in loan book health.
Scaled customer operations from 5 to 50k orders daily.

Stackforce AI infers this person is a Fintech and Logistics Operations Leader with extensive experience in scaling and optimizing business processes.

Contact

Skills

Core Skills

Risk ManagementLending OperationsMerchant OnboardingLogisticsService OperationsCustomer Relationship Management

Other Skills

Business DevelopmentBusiness StrategyCRMCustomer Relationship Management (CRM)Customer SatisfactionCustomer ServiceDevice OperationsDirect SalesInvestmentsKYCKey Account ManagementLeadershipManagementMarket ResearchMarketing

About

Operations leader with 12+ years in fintech, logistics, and e-commerce. I specialize in taking operations from 0→1 and 1→10—building teams from scratch, setting up processes, and scaling them into full-fledged, large operations. Experienced in driving Merchant & Business Loans, Risk, Merchant Onboarding, Devices, and Logistics. Currently driving IPO readiness at BharatPe while leading operations for its PA-PG licensed entity (RPPL)

Experience

Bharatpe

3 roles

Assistant Vice President- Business Operations

Promoted

Mar 2025 – Present · 1 yr

Lending Operations
Improved loan book health to 99.66% (May’25) from 56% (Nov’24) through SOPs, lender SPOCs & reconciliations.
Reduced annual operating cost by ₹1 Cr.
Risk Management (Chargeback, TMS, FRM)
Achieved 90% chargeback win rate, limiting losses to a minimum.
Removed historical liens by coordinating with LEAs, regulators & banks.
Led team handling Chargebacks, FRM complaints, TMS, MHA & Cyber Cell cases.
KYC & Merchant Onboarding
Reduced manual onboarding TAT.
Boosted approval rates: Self-CPV 51% → 67%, Swipe KYC 47% → 53% (within 1 month).
Lowered error rates: KYC 0.15% → 0.13%, Shop Photo 0.70% → 0.39%.
Processed 76K+ extra applications MoM via re-upload flow improvements.
Launched Image Analytics tool & weekly training, cutting errors & rejections.

Lending OperationsRisk ManagementKYCMerchant Onboarding

Head of Business Operations

Aug 2024 – Mar 2025 · 7 mos

Head - Device & QR Operations

Mar 2020 – Jul 2024 · 4 yrs 4 mos

Logistics & Devices (QR, Swipe & Speaker Ops)
Maintained >95% delivery SLA; reduced refund TAT to <2 days and activation pendency to <5 days.
Scaled courier + warehouse ops with Delhivery integration & centralized QC.
Reduced Speaker device complaints by 55%.
Built reverse logistics roadmap.
Automated IVR & chatbot → ₹2.65L annual savings.
Merchant Experience
Increased CSAT from 72% → 81% in 3 months.
Reduced merchant tickets by ~30% (3.8L → 2.7L in 2 months).
Sustained >93% First-Time-Resolution (FTR) at scale.

LogisticsDevice OperationsCustomer Satisfaction

Rivigo

Head - Service Operations

Mar 2017 – Feb 2020 · 2 yrs 11 mos · Gurgaon, India

Managing a monthly portfolio of ~US$ 8.5 million)
Rivigo is one of India's most successful billion-dollar unicorn startups, revolutionizing the Indian logistics industry with their patented ‘Relay Model' in trucking. They operate as a marketplace, provide FTL and PTL freight services, operate own fleet of dry and refrigerated trucks.
Heading 70+ member contact centre operations team focused on TAT based resolution
Daily PDCA for lane/network optimization for seamless relay operations
Handling India's top notch indigenous and MNC key accounts like Ashok Leyland, Tata Motors, Apollo Tyres, ITC, Reckitt Benckiser, Samsung, Xiaomi, Hero, & their continuous monitoring through tech-based systems & IoT
Achievements
Won the “Impactful Leader Award” at the Impact Leadership Academy 2018, conducted by McKinsey
Was awarded for achieving consistent delivery on one of the Rivigo principles on “Rivigo Value Day” 2017
Was awarded for Rivigo Principal "Data Driven" on one of the Rivigo principles on “Rivigo Value Day” 2019
Awarded for “Outstanding Performance”, 3 times in Q1 2019

Service OperationsTeam ManagementKey Account Management

Blinkit

Sr. Manager CRM-Operations

Jun 2014 – Feb 2017 · 2 yrs 8 mos · Gurgaon, India

Grofers is one of India's most successful billion-dollar unicorn startups, operating as a low-price online supermarket that sources & delivers products across various categories, directly to homes.
Was an integral part of the founding team to have participated in many adaptive measures during different levels of scaling. Assigned new project launches
Headed a team of 150 members in Customer Relationship Operations, including hiring & training them.
Involved in the journey from 5 orders/day to 50k+ orders/day thru coordination support, ad hoc tactics, managed returns & refunds for 18 cities

Customer Relationship ManagementTeam LeadershipOperational Scaling