May 2015 – Sep 2017 · 2 yrs 4 mos · Gurugram, Haryana, India

• Net Promoter Score – Owner of NPS process at Snapdeal from Non-16 to Sep-17, the metric overseen directly by co-founders. Performed weekly and monthly trend analysis and subsequent root cause analysis to identify the reasons behind change in NPS and suggest changes to improve the same
• Supply Chain Analytics – Worked with Supply chain analytics team to understand Cost components involved in the product life cycle and predicting it using historical data available
• Worked to reduce the customer pain points across entire order life cycle and hence necessity for customers to call us back which is captured in a metric called CPS or contacts per suborders
• Contact Per Suborder(CPS) – Accomplished a reduction of 50% in CPS from 20% to 10% spread across the order life cycle
• Directed to Self-Serve – Managed Directed to self-serve initiative/nudging customers towards Self-Serve(My-orders page) to achieve a reduction of 2% in CPS
• CSAT–Involved with customer experience team to improve overall CSAT (Customer Satisfaction) score and drove CSAT score from 63% to 81% as of today through number of initiatives.
• Performed modelling (multiple linear regression) exercise to identify the significant predictor variables driving CSAT.
• Returns Reduction – Part of the team working on return reduction initiatives where we tried to reduce the returns due to size issues faced by customers and shipment of damaged items. Achieved a reduction in returns due to size change from 19% to 12% by value
• Descriptive analytics–Developed business score cards and ensured timely reporting to top stakeholders across the order life cycle

Mar 2012 – May 2013 · 1 yr 2 mos · Bangalore Urban, Karnataka, India

• Project Lead for an inventory reduction project resulting in impact of $2.8 mm & $45000 revenue generation
• Part of the manufacturing analytics vertical working as a supply chain analyst for US based metering client
• Six Sigma Certification – Got Certified through DMAIC framework for the inventory reduction project
• Converted Sales opportunity for multiple projects resulting in generation of $ 98000 revenue for the vertical
• Channel Sales Management – Worked as team member building a product offering for a client in Europe
• Excel Platforms – Developed Inventory management and on time delivery interfaces which resulted in on time delivery improvement from 79% to 87% and slow moving inventory reduction for the metering client