Jan 2024 – Dec 2024 · 11 mos · Gurugram, Haryana, India · On-site

• Driving Exceptional Customer Experience & Retention at Zypp Electric 🚗⚡
• As part of the dynamic team at Zypp Electric, I have had the incredible opportunity to lead and execute strategies that have significantly enhanced our customer experience, improved retention, and optimized operational processes.
• Some of the key initiatives I’ve led and executed include:
• Customer Grievance Management:
• Spearheading the customer grievance handling process has been at the core of ensuring we address issues efficiently and effectively. By leading a cross-functional team, we reduced customer complaints and improved response times, enhancing overall satisfaction.
• Improving NPS & App Ratings:
• I have worked closely with the team to develop strategies that directly impact our Net Promoter Score (NPS) and App Ratings. Through targeted customer feedback initiatives, we were able to identify pain points and deliver solutions that resonated with users, driving increased engagement and positive reviews.
• Walk-in Service (WIS) Optimization:
• I led efforts to optimize our Walk-in Service (WIS) processes, ensuring that every customer visit is smooth, efficient, and personalized. These improvements have not only improved our operational performance but have also elevated the customer experience.
• Hub Audits & Service Quality:
• Regular Hub Audits have been a crucial part of maintaining high service standards across locations. By conducting thorough audits, we’ve been able to identify gaps, streamline operations, and elevate our service delivery to exceed customer expectations.
• Customer Retention & Churn Reduction:
• With a focus on long-term relationships, I designed and implemented customer retention strategies that resulted in reduced churn rates. By deeply analyzing customer feedback and behavior, we crafted tailored approaches that kept customers engaged and satisfied with our services.

Jan 2020 – Jan 2024 · 4 yrs · Kolkata, West Bengal, India

May 2018 – Dec 2019 · 1 yr 7 mos · Bahraich, Uttar Pradesh, India

• working as Area loss prevention Manager

Dec 2016 – Apr 2018 · 1 yr 4 mos · Prayagraj, Uttar Pradesh, India · On-site

• Responsible for entire Loss Prevention, Risk Mitigation Plan, Shrinkage Control with strong Checks.
• I was Handling 3 LOBs (CSD/T24/Kids) along with the entire Store Operations.
• I was responsible for the store operations of one BB and one FBB

Jun 2015 – Nov 2016 · 1 yr 5 mos · Gurgaon, Haryana, India

• was handling the Internal Frauds and audits and managing the team of 20 people . Handling the customer queries with SLA and TAT and lowest reopen rate

Jul 2013 – May 2015 · 1 yr 10 mos · Bahraich, Uttar Pradesh

• Dedicated full-time to preparing for the UPSC Civil Services Examination, one of the most competitive and rigorous exams in India.
• Appeared for 2 attempts, including 1 Mains examination.
• Gained in-depth knowledge in subjects such as Indian Polity, Economy, Ancient–Medieval–Modern History, and Geography.
• Developed strong analytical thinking, structured writing, time management, and problem-solving skills through sustained preparation.