Oct 2024 – Dec 2025 · 1 yr 2 mos · Bengaluru, Karnataka, India · On-site

Nov 2021 – Oct 2024 · 2 yrs 11 mos · Bengaluru, Karnataka, India

• Created the charter and roadmap for the JioMart Trust & Safety function.
• Owned customer trust policies, ensuring a safe and trusted transaction experience on Platform.
• Developed policies and processes to manage abusive return-less refunds, fake returns,
• reseller/bulk order prevention, payment fraud, delivery fee abuse, fake order and reject abuses.
• Managed multiple programs across the buyer abuse charter, implementing process controls that
• generated INR 5 Cr+ savings during FY 2023-24 by stopping abusive orders and refunds.
• Coordinated with engineering teams to create capabilities such as max order control, auto-cancel
• orders, COD block, account suspension features, and blocking abusive pin codes.
• Worked with data science and analytics teams to build rules and logics via data and ML to identify abusive customer clusters, reducing staffing by 30% from Operations.
• Identified abuse patterns; developed dashboards and tools, defined processes, experimented
• with actions, and operationalized solutions.

Apr 2021 – Nov 2021 · 7 mos

• Loss reduction: Leading the charter to reduce losses due to deceitful seller/ buyer refund claims.
• Improving User Trust: Enhance trust on the platform by reducing Pricing Abuse, Payment Fraud,
• Counterfeits, and Infringement.
• Customer/Seller Experience: Handled the escalation tracks for both buyer & seller side actions by
• ensuring the minimal impact on CSAT/SSAT, NPS, Pain Index & False Positive.
• Process Optimization & Automations: Continuous identification of automation or efficiency
• improvement opportunity and worked with Analytics, Product, Engineering & DS to execute.
• Collaboration with the Analytics & Data Science team on monitoring the relevant metrics,
• onboarding new features/rules, and retraining/ building new ML models.

Apr 2019 – Mar 2021 · 1 yr 11 mos

• Improving User Trust: Implemented strategies to bolster trust on the platform by combatting pricing abuse, payment fraud, counterfeits, and infringement, thereby enhancing user confidence and satisfaction.
• Customer/Seller Experience: Managed escalation tracks for both buyers and sellers, ensuring minimal impact on key customer satisfaction metrics such as CSAT, SSAT, NPS, Pain Index, and False Positive rates. Prioritized actions to maintain positive experiences for all stakeholders.
• Process Optimization & Automations: Continuously identified opportunities for process optimization and automation to streamline operations and enhance efficiency. Collaborated with cross-functional teams including Analytics, Product, Engineering, and Data Science to implement these improvements effectively.
• Collaboration with Analytics & Data Science: Worked closely with the Analytics and Data Science team to monitor relevant metrics, onboard new features and rules, and enhance machine learning models. Fostered collaboration to ensure data-driven decision-making and continuous improvement.

Feb 2017 – Mar 2019 · 2 yrs 1 mo

• Compliance & Regulations: Spearheaded a comprehensive process overhaul to align with the selection charter and ensure platform adherence to governmental rules and policies. Collaborated closely with the leadership team to implement these changes effectively.
• Seller Fraud Prevention: Directed dispute management operations, focusing on preventing MRP abuse, delivery issues, and SPF fraud. Implemented strategies to identify and mitigate fraudulent activities effectively.
• Counterfeit & Infringement: Oversaw outsourced operations responsible for detecting counterfeit products and brand infringement on the platform. Implemented proactive measures to address seller actions promptly and uphold brand integrity.

Jul 2015 – Jan 2017 · 1 yr 6 mos

• Conducted in-depth analysis of Buyer Perception metrics and communicated actionable insights to relevant stakeholders.
• Established a central team to address customer issues related to product content, collaborating with product and tech teams to implement automated solutions.
• Led initiatives to identify process improvements, reducing costs and enhancing throughput quality through innovative techniques and models.
• Implemented streamlined processes to achieve high-quality scores, including the introduction of checklists and focus groups for error correction and preventive action plans.
• Successfully established a new business unit within the catalog, sourcing data from brands and vendors to diversify offerings.
• Developed rate cards to manage business costs effectively.
• Played a key role in building processes, resource planning, and governance from inception.
• Prepared essential documents such as SOPs, SIPOCs, and process flows, while establishing SLAs and KPIs to quantify process outputs. Conducted regular analysis to ensure targets were met.
• Ensured process compliance and timely delivery of process reports within specified turnaround times.

Nov 2013 – Jun 2015 · 1 yr 7 mos

• Spearheaded process improvement initiatives aimed at reducing costs and enhancing quality throughput. Implemented innovative cost reduction techniques/models to optimize efficiency.
• Regularly communicated business metrics updates to stakeholders, providing valuable insights and addressing challenges through interactive sessions.
• Established and streamlined processes to achieve high-quality scores, including implementing checklists and organizing focus groups for error correction and preventive action plans.
• Pioneered the establishment of a new business unit within the catalog, sourcing data from brands and vendors to expand offerings.
• Personally committed to nurturing team development by providing motivation, career advancement opportunities, and constructive feedback. Developed structured performance and development plans, conducting regular reviews.
• Created and maintained essential documents such as SOPs, SIPOCs, and process flows, while setting up SLAs and KPIs to quantify process outputs. Conducted regular analysis to ensure targets were met.
• Ensured process compliance and timely delivery of process reports within specified turnaround times.
• Proactively monitored process performance, identifying areas for improvement and implementing measures to enhance customer satisfaction levels.

Feb 2012 – Oct 2013 · 1 yr 8 mos

• Orchestrated scheduling and time management tactics, elevating team productivity and utilization while slashing operating costs.
• Devised strategic resource allocation strategies for catalog creation/enrichment and back-filling, minimizing the impact of attrition on daily operations.
• Led weekly meetings with category teams, delivering performance updates and tackling challenges head-on.
• Worked closely with managers to propel process enhancement endeavors and actively contributed to project rollouts.
• Maintained high data integrity standards while disseminating information to stakeholders.
• Offered coaching and motivation to empower the team in accomplishing short and long-term objectives.
• Engaged in collaborative quality improvement initiatives with business partners and stakeholders.
• Crafted structured performance and development plans, conducting regular reviews to ensure progress.
• Instituted rewards and recognition programs to commend exceptional performance.
• Drove continuous improvement efforts among the bottom 20% of agents, fostering growth and development.
• Implemented cross-training programs to optimize resource allocation across various projects and tasks.

Aug 2010 – Feb 2012 · 1 yr 6 mos · Bangalore

• Developed work directives and plans for associates based on their capabilities, while also compiling and presenting weekly/monthly MIS reports on process productivity.
• Ensured efficient documentation and dissemination of process SOPs, communicating updates within specified timeframes.
• Spearheaded the training and development of new hires, identifying areas for process enhancement and crafting targeted Plans of Action (POAs).
• Managed a team of over 60 personnel, overseeing functions such as manpower planning, recruitment, performance appraisal, and training.
• Prepared and delivered MBR/QBR presentations to both internal and external stakeholders.
• Analyzed and implemented corrective action plans to enhance operational efficiency.
• Contributed to organizational goals while fostering the growth of team members through individual development training initiatives.
• Provided leadership, mentorship, and performance monitoring to ensure process efficiency and achievement of targets.
• Monitored overall process performance, identifying areas for improvement and implementing measures to enhance customer satisfaction levels.

Jul 2009 – Aug 2010 · 1 yr 1 mo · Bangalore

• Developed work directives and plans for associates post-assessing their capabilities.
• Orchestrated the training and advancement of new recruits, pinpointing process improvement areas and devising tailored Plans of Action (POAs).
• Conducted daily call monitoring, delivering ongoing feedback, and identifying training requisites, leading On Job Trainings (OJTs) as necessary.
• Formulated and executed corrective action plans to enhance process efficiency.
• Provided leadership, mentorship, and performance oversight to team members, ensuring operational efficiency and attainment of individual and collective targets.
• Oversaw process operations comprehensively, identifying enhancement opportunities, and implementing strategies to optimize customer satisfaction levels.

Jan 2009 – Jul 2009 · 6 mos · Bangalore

• Administered the On Job Training (OJT) process, ensuring effective onboarding and development of new hires.
• Spearheaded the training and skill enhancement of newly onboarded team members.
• Conducted call monitoring sessions to assess the quality adherence of new hires to process parameters.
• Successfully managed challenging situations with irate customers, resolving inquiries and handling escalation calls with professionalism.
• Oversaw both client and internal complaints, delivering constructive feedback to agents based on the gravity of the issue to maintain service quality.
• Proactively followed up with customers by making outbound calls as promised during previous interactions.

Jul 2008 – Jan 2009 · 6 mos · Bangalore

• Managed customer inquiries and inbound calls regarding wireless data services, addressing queries, fulfilling requests, and resolving complaints promptly and professionally.