Aug 2017 – Aug 2024 · 7 yrs · Gurugram, Haryana, India · On-site

• Worked closely with the Office of the CEO, Corporate Finance, and Senior Leadership on revenue, operations strategy, and large-scale execution across North India.
• Key Responsibilities & Impact:
• Owned revenue realisation, MIS, and debtor ageing for the complete auction house operations; reported weekly to the Office of the CEO and Corporate Finance
• Led last-mile operations during Diwali peak (Q3) every year across North India, managing a team of ~1,000+ Centre Managers, TLs, ATLs, FEs & ad-hoc staff
• Supported the Office of the CEO with weekly forecasting of revenue opportunities from unclaimed goods, warehouse capacity utilisation, and new fulfilment centre (FC) planning
• Drove new vendor development, managing RFQs, vendor bidding, commercial models, invoicing, and revenue collection
• Developed, tracked, and analysed key business performance metrics on a monthly basis
• Oversaw vendor payouts, revenue invoicing, fund management, and TDS payouts for 3PL partners
• Assisted senior leadership with expense forecasting by analysing historical data, trends, and operational drivers
• Worked cross-functionally with Sales, Ops, and Network Planning teams to align sales forecasts, volume projections, shipment movement plans, and FC space planning (PAN India)
• Managed inventory of 6,000+ pallet positions across 2L+ sq. ft. warehouse space spread over AMD, BLR, CHD & CCU
• Led pricing updates and charge-calculation structures for invoicing and audit across the entire B2C client base
• Structured and automated invoicing for 25,000+ B2C business clients, supporting the commercial migration from SF to BIRD
• Supported HR and Business Operations in the critical distribution centre (DC) hiring.
• What this role taught me:
• How to run high-pressure, revenue-critical operations at scale, where forecasting, execution, and trust with leadership matter more than fancy slides.

Jan 2016 – Jul 2017 · 1 yr 6 mos

• Part of Marriott’s central reservations team, handling high-volume, multi-channel bookings while supporting team performance, training, and operational continuity.
• Key Responsibilities & Impact:
• 1. Conducted monthly refresher training for associates to maintain service quality and brand standards.
• 2. Acted as Supervisor-in-Charge during the manager's absence, managing floor operations and escalations.
• 3. Managed MERTS reporting, audits, quality scoring, recovery communications, and coordination with hotel in-house teams.
• 4. Handled sales, reservations, and customer support calls, including complex and high-value bookings.
• 5. Coached and counselled associates on errors, compliance, and service recovery.
• 6. Owned escalations and complaints across major OTAs, including Booking.com, Agoda, Ostrovok, and Yatra.
• 7. Coordinated with global e-commerce operations teams (Kuala Lumpur, Dubai, China, Cork, Cape Town) during system outages and disruptions.
• 8. Took ownership of customer crises and time-sensitive cases, ensuring resolution and guest satisfaction.
• 9. Provided continuous feedback and on-floor support to improve team performance and morale.
• What this role sharpened:
• Crisis handling, stakeholder communication, and leading people under pressure — while delivering consistent customer experience at global brand standards.

Jan 2014 – Feb 2016 · 2 yrs 1 mo

• Worked as part of the central reservations team, managing end-to-end booking operations across email, OTAs, and voice channels while supporting team operations.
• Key Responsibilities:
• 1. Managed reservation inboxes and OTA-driven booking requests
• 2. Created new reservations based on guest requirements and partner platform requests
• 3. Handled modifications and cancellations of existing bookings
• 4. Resolved guest queries via email and calls, ensuring timely and accurate solutions
• 5. Coordinated directly with hotels and Booking.com support teams
• 6. Provided training and onboarding support to new associates
• 7. Handled all categories of booking and support calls for OTAs and hotel partners
• 8. Supported fellow associates and managed escalations in the absence of supervisors
• What this role built:
• Strong attention to detail, customer-first communication, and the ability to manage high-volume operational work with accuracy.

Jan 2012 – Mar 2012 · 2 mos · New Delhi, Delhi, India · On-site

• Part of the on-ground marketing team for two of India’s largest industry exhibitions; Auto Expo 2012 and Convergence India 2012.
• What I worked on:
• 1. Supported event marketing and brand promotions for large-scale, multi-stakeholder exhibitions.
• 2. Assisted in partner, exhibitor, and visitor engagement initiatives.
• 3. Coordinated with internal teams and external vendors for on-ground execution.
• 4. Contributed to campaign planning, promotional material distribution, and attendee outreach.
• 5. Gained first-hand exposure to B2B marketing, event operations, and large-format brand activations.
• Key takeaway:
• Learned how attention, messaging, and execution work at scale; and how marketing actually plays out beyond presentations and decks.

May 2011 – Jul 2011 · 2 mos · New Delhi Area, India · On-site

• Part of the marketing team for professional video broadcasting equipment, working closely with clients across major Indian news channels and leading production houses.
• What I worked on:
• 1. Supported marketing and outreach for broadcast-grade video and production equipment.
• 2. Assisted in engaging with national news networks and large production houses across India.
• 3. Helped prepare product pitches, demos, and marketing collateral for B2B clients.
• 4. Coordinated with sales and technical teams to align client requirements with solutions.
• 5. Gained exposure to media-tech, broadcast workflows, and enterprise B2B marketing.
• Key takeaway:
• Understood how high-value, mission-critical technology is marketed and sold to media organisations where reliability and trust matter most.