Jul 2024 – Sep 2024 · 2 mos · Gurugram, Haryana, India · On-site

• Handled RBL Bank & Cars24 projects, managing key operations & team performance within the CC setup.

Jun 2023 – Jun 2024 · 1 yr

• 🔹 Seller DSA Operations Lead – Drove 10% of total company sales through effective procurement strategies and partner management.
• 🔹 Contact Center Operations – Successfully managed a 230+ seat partner contact center, significantly contributing to used car procurement through high-performance partner operations.
• 🔹 Lead Conversion Excellence – Boosted Top-of-Funnel (TOF) metrics through strategic lead management and data-driven conversion initiatives.
• 🔹 Online Reputation Management (ORM) – Built the ORM vertical at Cars24 from the ground up (0→1), establishing robust frameworks for brand protection & Online Reputation Management. Proactively widened the Scope of Work (SOW) across platforms, teams, and geographies—resulting in improved brand perception, positive sentiment, and crisis readiness.
• 🔹 Customer Experience & Social Listening – Set industry benchmarks by ensuring 24-hour resolution SLAs and achieving a best-in-class First Response Time (FRT) of just 15 minutes through agile social listening/Response Management & cross-functional alignment.
• 🔹 Retail Branding & BTL Marketing – Spearheaded on-ground branding across 97 cities, amplifying presence in 200+ Seller stores and 45 Buyer yards, leading to enhanced Top-of-Mind Awareness (TOMA).
• 🔹 Store Operations & User Acquisition – Led acquisition and conversion strategies for walk-in customers across 150+ Cars24 seller stores, improving footfall-to-sale ratios and driving business growth.
• 🔹 Strategic Sales Ops & Partnerships – Played a key role in optimizing sales operations, enhancing team performance, and building strong collaboration with partners and vendors.

Apr 2022 – Jun 2023 · 1 yr 2 mos

• Looked after :
• Online Reputation (ORM)
• Outdoor Retail Branding
• Training & Quality Projects

Aug 2021 – Mar 2022 · 7 mos

• Looked after Growth marketing Projects.
• Started Looking after Online Reputation & Outdoor Branding !!

Dec 2018 – Aug 2021 · 2 yrs 8 mos

• Managed Inbound & Outbound Channels for Cars24 C2B Vertical.
• Managed Consumer Finance Projects.
• Looked after Retail & Walk-In Projects.

May 2018 – Nov 2018 · 6 mos

• Key Achievements & Responsibilities:
• 🔹Achieved high customer outreach efficiency with minimal turnaround time (TAT).
• 🔹Optimized lead flow through data-driven analysis and process improvements.
• 🔹Managed a 115-member Contact Center team to drive sales, quality, and customer satisfaction.
• 🔹Executed customer life cycle campaigns, boosting engagement and retention.
• 🔹Established strategic partnerships (e.g., OLX) to enhance lead generation and conversions.
• 🔹Organized regional Dealer Meets and Summits to strengthen collaboration and performance.
• 🔹Improved dealer relations and operational efficiency through structured engagement.
• 🔹Implemented technology upgrades, increasing agent talk time by 200% and reducing idle time by 50%.
• 🔹Automated reporting and tracking systems to enhance business visibility and decision-making.
• 🔹Introduced call patching, resulting in a 63% rise in conversions.
• 🔹Ensured seamless and superior customer experiences through Partner Dealer coordination.

May 2017 – May 2018 · 1 yr

Jan 2017 – May 2017 · 4 mos

• Key Achievements & Responsibilities:
• 🔹Developed and executed nationwide market expansion strategies, driving significant revenue growth across India.
• 🔹Led Dealer Development and Supply-Side Operations, onboarding 30+ new car dealers in Delhi NCR within 9 months.
• 🔹Achieved consistent monthly revenue of ₹15 lakh from channel partners, with 65% recovery from outstanding balances.
• 🔹Spearheaded the launch of new initiatives, introducing a standardized Service Agreement to enhance business transparency and accountability.
• 🔹Centralized backend operations and streamlined processes for Service Agreements and revenue collection to improve efficiency and turnaround time.

Jul 2016 – Dec 2016 · 5 mos

Feb 2015 – May 2016 · 1 yr 3 mos · On-site

• Key Responsibilities & Achievements:
• 🔹 Led Contact Center Operations with a 45-member team, ensuring achievement of sales & revenue targets.
• 🔹 Set performance goals, tracked KPIs, & implemented corrective action plans to address sales gaps.
• 🔹 Coached and mentored the team on sales techniques, product knowledge, quality standards, and CRM/LMS usage.
• 🔹 Conducted weekly performance reviews and open-house sessions to address operational issues and team feedback.
• 🔹 Ensured 100% compliance with business rules, SLAs, and regulatory directives through audits and process checks.
• 🔹 Performed trend analysis on MIS/data to identify gaps and drive data-driven decision-making.
• 🔹 Partnered with the technical team to enhance systems and processes as per evolving business needs.
• 🔹 Collaborated with partner dealers to ensure a seamless and superior customer experience.
• 🔹 Oversaw manpower planning, hiring, and HR coordination for the department.
• 🔹 Ensured accurate and timely invoicing and financial reporting.

Mar 2014 – Jan 2015 · 10 mos · On-site

Aug 2012 – Dec 2013 · 1 yr 4 mos · Navi Mumbai

Nov 2011 – Jul 2012 · 8 mos · Mumbai Area, India

Feb 2011 – Oct 2011 · 8 mos · Navi Mumbai

Nov 2008 – Jul 2009 · 8 mos · Navi Mumbai