Feb 2023 – Feb 2024 · 1 yr

• Led the Hyperlocal performance project, aimed at reducing perennially stressed time slots for 500+ Pan India cities. I executed the project, streamlined processes, and managed weekly cadence. I also acted as a consultant for city teams to solve root causes which helped in reducing the number of such time slots from 732 in March ‘23 to 191 by August ‘23, (74% reduction) with continued month-on-month improvement
• Supply planning: Led WOW Hiring target planning for pan India cities, created and automated monthly hiring planning model for Emerging cities, led festival supply planning, set up city ops and SNO weekly handshake that helped with targetted hiring by SNO team, and improved DX from city ops team, as a result of which weekly hiring increased from 30641 in Wk17 to 40388 in Wk30
• CPD (Cost per delivery) optimization for 400+ EI (Emerging India) cities: managed payout approvals (Daily & weekly guarantee, Shift structure change, payout launch) and closely worked with city teams in strategizing and suggesting CPD reduction plans for impacted components.
• Played a pivotal role in shaping the operational strategy for our EI cities, as well as creating the Swiggy reactivation process strategy

Jun 2022 – Jan 2023 · 7 mos

• Managed Delivery Ops for NCR cities with a team of 6 FMs directly reporting to me.
• Curated and executed the City Improvement Plan, rescuing key metrics (Bad orders, Serviceability, and cancellations) within 3 months
• Strategic Planning: Led long-term Delivery Ops strategies for peak seasons and festivals, ensuring seamless operations.
• Achieved substantial CPD (cost per delivery savings) of ₹18.41: Noida by ₹8.7, Ghaziabad by ₹8.4, and Faridabad by ₹1.31.

Nov 2021 – Jun 2022 · 7 mos

• Pan-India Fraud Prevention: Led a team of 10 FMs in real-time identification of potential defaulters, resulting in an all-time low MDI (marked deliver incorrectly) of 0.12% and SDC (Swiggy delivery cancellations) of 0.70% on NYE (New year eye).
• IVRS Expansion: Managed and scaled the IVRS project, communicating vital information to 100K+ delivery partners nationwide.
• Strategic City Management: Oversaw Faridabad, Jaipur, and Kota, resolving bottlenecks. Notably, in Faridabad, addressed O2A (Order to assign) issues, reducing the BO (Bad orders-delayed orders) average from 9% to a monthly average of 4.25%

May 2020 – Nov 2021 · 1 yr 6 mos · Bengaluru, Karnataka, India

• Led the Micro Digest Project, reducing customer query response time by 30% for the CX team - while strategizing on long-term solutions to existing bottlenecks
• Community Operations - managed 15-20 medium to high-level escalations daily.
• Collaborated with 50+ Supply partners to resolve real-time and long-term community issues.
• Maintained PRR(positive response rate) > 85% while managing 3 customer communication lines.

Apr 2019 – Jun 2019 · 2 mos · New Delhi Area, India

• My area of research were Chinese culture and India's Soft Power diplomacy in China.
• Contributed to the ICSSR funded border project titled “Delimiting the Northern Frontiers of British India: A Study of Colonial India’s Border- making Project vis-a-vis China (1890-1947)”, by doing documentation work at the National Archives of India under the supervision of Dr Nirmola Sharma.
• Researched for the ICS-Carnegie Border project under the supervision of Dr Nirmola Sharma.

May 2016 – Aug 2016 · 3 mos · Delhi

• Designed the framework for the project and ground level execution.
• Headed North Delhi Team which got the maximum student enrolments from the schools for WWQ
• Trained and supervised a team of 35-40 volunteers and provided immediate solutions to ground level issues.

Jul 2014 – Nov 2014 · 4 mos · India

• Rewarded with a certificate of excellence.
• Head, Community Mobilization, Central Delhi- Operations and strategy planning
• Provided English speaking training to 30 medical students from Ayurveda and Unani Tibbia College, Delhi University