Jul 2023 – Oct 2024 · 1 yr 3 mos · Bengaluru, Karnataka, India · Remote

• Role: led CX and platform governance initiatives; drove strategy, roadmap, sprint planning, A/B tests
• Team: led a 2-member team; work with 20+ engineers; collaborated with marketing, sales, support
• Key Initiatives, Listing Quality & Platform Governance:
• Devised listing expiry and repost limits to tackle outdated, unavailable and fake listings; #1 pain point
• Implemented lead caps at listing-level; prevented delivery of excess leads, saved 12% leads / month
• Deployed an ML model to auto-reject listings with similar images, outlier prices; 2% of daily inflow
• Impact: genuine listings availability from 32% to 74% in 18 months; measured by mystery calling
• Impact: increase in NPS from -20% to 35%, Play Store rating from 4.3 to 4.7; highest-rated real estate app
• Key Initiatives, Verified & Genuine Sellers:
• Enhanced search ranking; more visibility to verified listings; fewer leads to over-satisfied sellers
• Tackled fraud, ensured genuine sellers via Aadhar eKYC; identified risky users via internet footprint
• Impact: reduction in % of fraud in VOC from peak of 25% to <2% in 4 months; reduced fraud incidents
• Key Initiatives, Seller Experience:
• Built a property verification tool 0-1: sellers click geo-tagged photos of property to get a verified tag
• Revamped UI of listing and leads tab on seller dashboard; feature to add sub-users for large brokers
• Real-time calling between buyer & seller via virtual numbers; improved connectivity 34% to 56%
• Recognition & Awards:
• Promoted to Senior PM in 1 year
• Won 2 Spotlight awards for exhibiting values of Ownership and Innovation
• Won “Best Growth Hack Story 2023” for scaling verification tool, from 0 to 15,000 listings / month

May 2022 – Jun 2023 · 1 yr 1 mo · Bengaluru, Karnataka, India · Remote

• The place where I began my journey of building products. Working on improving customer experience.

Aug 2020 – Jan 2022 · 1 yr 5 mos · Greater Bengaluru Area · On-site

• The place where I learnt how to lead a huge team. My responsibilities:
• Managing revenue, P&L, NPS for a key business verticals of NoBroker - rental agreement service.
• Led a team of 100+ calling and field executives; 6 direct reports, 1 analyst; worked with 5 vendors
• Key Initiatives, Product & Data:
• Defined 100+ stories, worked closely with tech for revamp of rental agreement service
• Conducted user research; listened to 200+ hours of agent interactions to understand top pain points
• Identified and fixed 70+ usability issues to make form easy to use; reduced drop-off by 50%
• Built automated trackers on Google Spreadsheets with Apps Scripts; reduced TAT from 11 to 5 days
• Built Kibana 10 dashboards with 200+ visualizations and several scripted fields; enabled live tracking
• Key Initiatives, Operations:
• Started reporting of lead funnels, sales, hygiene, NPS, call drivers, refunds, tickets, escalations
• Improved call metrics: set up an inbound team; devised audit parameters for service quality control
• Outcomes:
• Increase NPS from 19% to 78.1%;
• Grew revenue from Maharashtra by 45% and Pan India by 3x; added eSign offering
• EBIDTA -60% to -25% by moving processes in-house, negotiating vendor charges

May 2018 – Aug 2020 · 2 yrs 3 mos · Vadodara Area, India

• The place where I learnt the importance of strong follow-through and living up to verbal commitments.
• Samsung is the market leader of consumer durables and home appliances industry. It has 300+ ASMs working in 48 branches pan India. I operated out of Baroda branch.
• I managed the sales of TV, REF, WM, AC & MWO for Baroda zone. I was accountable for primary, secondary and tertiary achievement for 5 accounts that I handled.
• My responsibilities were:
• Handled 1 distributor, a network of 150+ dealers, 4 direct accounts; 400+ SKUs across 7 categories
• Led sales team of 15+ for weekly sell-in, monthly sell-thru/out targets ~ ₹32.1 cr/year
• Designed monthly trade schemes; set targets for partners and sales team; track beat plan coverage
• Raised requests for spends in BTL, visibility; ensure planogram adherence & right merchandising
• Forecasted demand at SKU-level at 8-wk horizon to ensure availability, ↑fill rate, minimise ageing
• Drove projects for flooring of new products, focus SKUs; implementation new monthly drives

Apr 2017 – May 2017 · 1 mo · Mumbai, Maharashtra, India

• The place where I learnt that the distribution of information tends to be very costly and that companies are willing to pay a great deal for it.
• Project: Among 12/65 with PPO; Increase penetration of TOI in vernacular paper households in the region
• Concept: Based on FGDs, conceived Times SPARK, national-level scholarship targeting students of 8-12th
• Execution: devised outreach for 12,000+ schools; created mock-ups, wireframes for website; 2.5 lac signups

Aug 2014 – Apr 2016 · 1 yr 8 mos · Gurgaon, India

• The place where I learnt my best skills: reasoning through data and automation of reporting.
• Working in Customer Analytics that helps clients maximize marketing effort.
• Tasks include dataset preparation, modeling, deployment, reporting and presentation of results.
• Connected to prospective clients to figure out their challenges and proposed solutions to gain new business.
• Key Projects:
• Churn Prediction: for a major Middle East telecom operator
• Per Customer Profitability: for a major Middle East telecom operator
• Segmentation and Customer Profiling: a leading global luxury hotel chain
• Received the “Star of the Quarter” award.

May 2013 – Jul 2013 · 2 mos · Fort, Mumbai

• The place I recieved my first paycheck ever.
• The firm advises foreign companies in setting up greenfield manufacturing units in India.
• Studied Gujarat as a location for potential investment to build a knowledge repository for the firm.
• Analysed local industrial clusters and available infrastructure to identify suitable locations for the setup of warehouses and factories.
• Studied government policies, subsidies and the process of obtaining licenses and regulatory approval.

Jun 2012 – Jul 2012 · 1 mo · Nashik Plant

• The place where I realised that engineering syllabi were outdated by 40 years.
• Working in the department of manufacturing and assembly of Diesel Injectors (CRDi).
• Investigated the problems in the internal supply chain of components used in the assembly lines, and designed a solution to implement RFID (Radio Frequency Identification) for component tracking.
• The recommendation had the potential to result in the automation of scheduling, elimination of paperwork, estimation of daily scrap, minimized buffer inventory, traceability of components in the supply chain, regularized replenishment cycle, etc.