Oct 2024 – Sep 2025 · 11 mos · Bengaluru, Karnataka, India · On-site

• In my role at Gameskraft, I have led initiatives in data security, AI-driven automation, and business continuity. Notably, I redesigned the in-app help centre to reduce contact ratios, onboarded AI-powered tools to expand quality audit coverage, and conceptualized GenAI-based vernacular voice bot to enhance customer self-service. These initiatives not only streamlined operations but also strengthened compliance and improved customer experience.

Oct 2023 – Oct 2024 · 1 yr · Remote

• First exposure to B2B SAAS, where I got the opportunity to work with India's leading D2C brands. I led enterprise merchant onboarding and integrations, ensuring seamless system alignment, and built chatbot solutions for marquee brands to enhance automation and engagement. These efforts strengthened client trust and improved overall merchant experience.
• In addition, I served as the single point of contact for product queries, integrations, and merchant success support. I also created dashboards for data-driven decisions and provided technical insights and competitive analysis that boosted sales conversions.

Apr 2023 – Sep 2023 · 5 mos

• Thanks to my predecessor for ensuring highest possible return pickup and refund success rates.
• Identified problems and conceptualized potential solves for user queries coming from return and refund leg of the order journey.

Jan 2023 – Apr 2023 · 3 mos

• The most interesting phase of my 2.5 years tenure at meesho where I've extensively worked in everything related to customer support.
• Got the opportunity to build the core infrastructure for high quality data driven customer support experience thereby improving CX NPS.
• This includes facilitating the launch of CRM, alternative and advanced channels for users to reach out to support, self support in vernacular language specifically catering to meesho's diversified user base, automated processes to increase resolution accuracy and much more.

Jan 2022 – Dec 2022 · 11 mos

• Details mentioned above!!

Mar 2021 – Dec 2021 · 9 mos

• First exposure to e-commerce. Experienced Meesho's shift from reselling platform to a full fledged e-commerce, with the vision to democratize internet commerce for Bharat.
• Worked with major logistics partners to reduce frauds/ wrong fulfillment of return shipments (RTO/ DTO).

Dec 2019 – Aug 2020 · 8 mos · Mumbai Area, India · On-site

• I had the following responsibilities:
• Project Management for Data Science, Machine Learning, Product Management, and Digital Marketing Course.
• Manage day-to-day operations for smooth academic delivery consisting of project feedback, doubt resolution, live session, and mentoring.
• Create and sustain a network of professional freelancers and industry experts for conducting mentorship calls, live sessions, doubt resolution.
• Vendor management for various outsourced services.