Aug 2021 – Mar 2023 · 1 yr 7 mos · India · On-site

• Handled the Split Settlements product, built majorly for Marketplaces and Aggregators to help splitting a payment to any number of sub-merchants associated with a merchant
• Conceptualised the product with bringing flexibility so as to be used in multiple use cases adopted by major merchants
• Part of Merchant Council, SPOC from Product team to discuss the needs and offering the best possible product solution for marketplaces
• Conducted regular sessions with Internal teams and External Merchants to understand the needs

Dec 2020 – Aug 2021 · 8 mos

• Handled Trip Buddy (After Booking App Experience) and working on major Detractors & inbound call drivers
• Worked on Short Term and Long Term Roadmap of the product and prioritising the same
• Executed various experiments to see the adoption rate of the feature/product and improvement in feedback
• Set up NPS, other feedbacks with a focus on fill rate and productive data for teams to improve & grow
• Delivered projects to set up user’s expectations on various fronts & policy fronts successfully
• Setted the IVR flows to resolve the customer queries and reducing the Customer Support team in parallel
• Metrics following - User Engagement, Various Feedbacks, Ratings, Inbound Customer calls, Customer Retention

Jul 2020 – Nov 2020 · 4 mos

Jan 2018 – Jul 2020 · 2 yrs 6 mos

• Handled Customer Returns/Exchange/Refunds, CRM, Customer Satisfaction, NPS, Process Optimization
• Worked on SQL, JIRA, LucidChart, Tableau, Drools, FreshDesk, Unicom, Locus, CloudCherry
• Planned for the Quarterly road maps, flow charts, wireframes, various flow statuses, leading DSM/Scrums
• Acted as the link between the business functions & tech team on new and advanced products & features as well as upgrades and progressive releases for existing products & features as per company’s vision
• Worked on India & Singapore Return/Exchange/Refund and Customer/Franchise wallets end to end
• Handled the complete backend system which works as the core for Website, apps, Customer Support/Warehouse management panels & stores to run return & refunds (India & Singapore)
• Introduced Automation and system Integrations to reduce the manual effort of operations teams
• Worked with QA & Operations team to find the edge cases to make the system to be 100% bug-free

May 2017 – Jan 2018 · 8 mos

• Handled Billing & Payment Platform and Orders Management Platform
• Launched DroomHistory.com (now vehiclehistory.in) and Droom History as a major buying tool on Droom.in - Launch video: https://youtu.be/7ARS4c6licU
• Handled the product roadmaps, BRD/PRD, wireframes/flow charts, UI/UX, various metrics & analysis, designs, understanding consumer behavior, priorities, development, product release cycles
• Analysed User behavior and User Experience with the help of Heatmaps, Recorded Sessions, Google Analytics, in-house matrixes & trackers
• Received highest Spot Award “Top Gear” in the month of Jan’17 & Mar’17
• Reached 1 Mn queries in 9 months and sold 4300+ premium reports in 4 months in Droom History

Apr 2016 – Apr 2017 · 1 yr

• Handled Billing & Payment Platform and Orders Management Platform
• Launched DroomHistory.com (now vehiclehistory.in) and Droom History as a major buying tool on Droom.in - Launch video: https://youtu.be/7ARS4c6licU
• Handled the product roadmaps, BRD/PRD, wireframes/flow charts, UI/UX, various metrics & analysis, designs, understanding consumer behavior, priorities, development, product release cycles
• Analysed User behavior and User Experience with the help of Heatmaps, Recorded Sessions, Google Analytics, in-house matrixes & trackers
• Received highest Spot Award “Top Gear” in the month of Jan’17 & Mar’17
• Reached 1 Mn queries in 9 months and sold 4300+ premium reports in 4 months in Droom History

Apr 2015 – Jun 2015 · 2 mos · Bengaluru Area, India

• Logistics App – Involved in the business partnership talks and monitored the pilot run in Ahmedabad Prepared the business model and operation strategy followed by submitting the proposal of the partnership
• Campus App – Studied the market and competitors & prepared Go To market strategy for next 12 months, Came up monetization plan of product & worked with technical partner on Business Requirement Document

Apr 2013 – May 2014 · 1 yr 1 mo

• Responsibilities:
•  Solar Project Handling - Site assessment (MW, kW, Industrial, Residential, rooftop), Feasibility study for offgrid, Rooftop and grid tied Solar PV Projects, Providing Off-grid PV solutions, To prepare BOM as per technical details and designs, Making proposals and quotations.
•  Providing customized Solar PV solutions considering the space/land, connected load and requirements of the customer.
•  Design, Engineering and Planning for PV Layout and SLD (DC Side).
•  Vendor development, vendor audit and interaction with supplier.
•  Productivity improvement, training and encouraging multi skills to subordinates.
•  Solar Project Handling
•  Providing technical support to the project team
•  Planning, implementation and coordination of installation of solar photovoltaic plant, lighting plant.
•  Providing Off-grid PV solutions
•  Designing of Customized and cost effective module mounting systems.
•  Involved in Business Development Activities.

Aug 2012 – Mar 2013 · 7 mos

• Started to make the earth green by installing 100kW solar plant on the elevated structure on their Tennis Court.
• Expertise for the site assessment for Solar projects.

Jan 2013 – Apr 2014 · 1 yr 3 mos

Aug 2011 – Aug 2012 · 1 yr

Jun 2009 – Dec 2009 · 6 mos · Faridabad Area, India

• Worked on the project aimed towards introduction of Green Logistics, preparing BOM, operating on Milk Run System, monitoring footprint changes in Implant Logistics & verifying data of incoming material on ERP