Jul 2022 – Nov 2023 · 1 yr 4 mos

• As a Senior Manager, I led a team of 12 (managers, associates and trainers) on diverse projects to enhance UC's customer experience and category growth.
• I led the research, design, planning and execution of a pilot supply operating model which delivered Cleaning category's best quality and activity metrics for newly onboarded service professionals till date. The results included 90%+ 5-star rated jobs, 20%+ improvement in NPS and 35%+ increase in service professional activity. I also led the complete revamp of cleaning service design and service professional kits which led to superior partner satisfaction scores as well.
• For the 2022 festive season, I planned and executed a 2X expansion of Cleaning category's infrastructure to train over 5000+ new professionals, directly contributing to 2.5X category growth YoY. The scale-up also included first of its kind innovations for training of cleaning professionals in India.
• Towards financial sustainability and profitability goals of the category and business, I implemented multiple tech-led initiatives to reduce customer refunds by over 30%.
• In recognition of my contributions, I was named 'UC Champion' in Q3 of CY22.

Aug 2021 – Jun 2022 · 10 mos

• As a Central Category Manager, I led strategic projects on Quality and Experience workstreams of India Cleaning business for UC. The mandates for this role were multi-faceted requiring high impact, cost optimization and superior customer experience, positively contributing to category P & L.
• In my role, I contributed to making Cleaning, one of the leading categories - by customer experience and other business metrics - at UC. In 10 months of this role, I independently designed and executed retraining plans for the lowest-rated partners, delivering a significant NPS improvement, implemented and scaled an auto-replenishment system of cleaning supplies for our service professional base which generated over INR 3 Crores of annual revenue and built SQL queries and dashboards to derive real-time insights on category's customer experience.

May 2021 – Jun 2021 · 1 mo · New Delhi, Delhi, India

• Worked with several partner and investee organizations in the SVP India network on Covid-19 pandemic relief and vaccination efforts. Core areas of support included fundraising, donor management, PR, and digital marketing.

Apr 2019 – Aug 2021 · 2 yrs 4 mos

• I curated eGov Foundation's partnerships ecosystem with non-profits, research organizations and philanthropic funding organizations in India. I was a key team member in discovery of extensions of eGov's open-source platform - DIGIT - to new areas of Sanitation and Grassroots Governance and finding the right strategic partners in Centre for Policy Research (CPR), Reap Benefit and Gates Foundation. These project are now live and adopted by multiple states in India such as Orissa and Punjab.

Apr 2018 – May 2018 · 1 mo

• Did inbound marketing and optimization of digital marketing spends across 4 regions for Evosys. Also, streamlined lead discovery process for pre-sales and other business teams at the company.

Jun 2016 – Aug 2016 · 2 mos

• Commissioned with Public Grievance Monitoring System in data analysis and reporting of performance of over 200 state entities under Delhi Government using data science and primary research methodologies. Improved quality of analyzable data of 4 major state departments to study representative key problems, performed Family Tree Evaluations to identify KRAs and proposed suggestions on operational procedures, public policy intervention, and information system efficiency. Also worked on set-up system of a health audit and reform project between NIPFP and govt.

May 2015 – Jan 2016 · 8 mos

• Adchemistree (2015) was an entrepreneurial initiative to disseminate easy and creative marketing solutions for enterprises. Undertook study of operational feasibility, logistical and distribution functions of such medium to large partnerships. The project also won the 91springboard scholarship for co-working and was shortlisted for seed funding at SSCBS incubation center.