Aug 2021 – Feb 2026 · 4 yrs 6 mos · Gurugram, Haryana, India · On-site

• Built and scaled Customer Delight, Trust & Safety, and fraud operations from 0 to scale.
• Founding member who built the Customer Delight function from scratch and scaled multi-channel CX operations across in-app, WhatsApp, and social media, leading a 10+ in-house and 15+ outsourced team.
• Led CX teams, improving NPS from -22 to +9 and reducing First Response Time from ~18 minutes to under 5 minutes through process and outsourcing optimization.
• Managed 4,600+ fraud disputes and chargebacks across multiple payment gateways, saving ~₹1.22 crore through timely resolution and risk mitigation.
• Built Trust & Safety workflows and CX automation frameworks with Product and Tech teams, reducing Contact Rate from 2.19% to 0.37%.
• Developed SQL-based dashboards for agent productivity, SLA tracking, DoD metrics, and quality audits; integrated Freshdesk and Ameyo tools to streamline workflows and performance management.

Feb 2021 – Aug 2021 · 6 mos · Gurugram, Haryana, India · On-site

• Owned end-to-end customer escalations for the Cleaning vertical, handling high-severity service failures and sensitive customer cases.
• Led a 25+ member escalation team, managing productivity, coaching, quality audits, and SLA adherence.
• Improved team NPS from 26% to 75% within 2 months through quality interventions, escalation frameworks, and SOP improvements.
• Partnered with Ops, Product, and Business teams to resolve recurring issues and strengthen customer experience outcomes.

Nov 2019 – Feb 2021 · 1 yr 3 mos · Gurugram, Haryana, India · On-site

• Promoted to SME role to lead partner escalations across Payments and Monetization.
• Led a 15+ member escalation team, managing productivity, coaching, quality audits, and SLA adherence.
• Handled complex refund, payout, commission, and payment discrepancy cases impacting partners.
• Acted as escalation SPOC for high-impact and cross-functional cases, ensuring timely and accurate resolutions.
• Supported process improvements and SOP standardization for partner escalation handling.

Mar 2019 – Oct 2019 · 7 mos · Gurugram, Haryana, India · On-site

• Managed Partner Insurance operations, handling claims, validations, and sensitive partner issues.
• Owned Trust & Safety workflows, including fraud-related escalations and policy-driven resolutions.
• Built and managed the Incident Response Team single-handedly, laying the foundation for Urban Company’s Trust & Safety function.
• Led fraud investigations on 500+ professional accounts, later driving automation that reduced SOP breaches by ~90%.
• Worked closely with Legal, Product, and Ops teams on high-severity and compliance-driven cases.

Oct 2018 – Mar 2019 · 5 mos · Gurugram, Haryana, India · On-site

• Started as a Senior Escalation Member, handling high-severity customer and partner escalations.
• Resolved complex issues related to payments, service delivery, refunds, and partner disputes.
• Built strong fundamentals in escalation handling, customer empathy, and cross-team coordination.
• Consistently recognized for quality, ownership, and handling critical cases independently.

Jul 2017 – Sep 2018 · 1 yr 2 mos · Gurugram, Haryana, India · On-site

• Managed end-to-end technician operations, ensuring smooth coordination, timely availability, and service fulfillment across PAN India.
• Owned customer and technician escalations, resolving operational issues related to pickups, pricing, and service delays.
• Coordinated with internal ops and field teams to ensure accurate pricing alignment and balance updates for technicians.
• Published daily and weekly regional performance reports covering gadget pickups, technician productivity, and operational KPIs.
• Built strong fundamentals in operations management, stakeholder coordination, escalation handling, and reporting.

Jul 2015 – Jan 2017 · 1 yr 6 mos · Gurugram, Haryana, India · On-site

• Handled customer calls and email support for logistics operations, resolving delivery, pickup, and shipment-related queries.
• Logged, tracked, and followed up on customer issues, ensuring timely resolution and accurate documentation.
• Escalated complex or unresolved cases to relevant internal teams to maintain service quality and SLA adherence.
• Coordinated with operations and logistics teams to provide real-time updates on shipment status and issue resolution.
• Maintained high standards of customer communication, professionalism, and service quality in a fast-paced environment.