Mar 2020 – Jan 2025 · 4 yrs 10 mos · Bengaluru, Karnataka · On-site

Nov 2019 – Mar 2020 · 4 mos · Gurgaon, India

• Building the strategy and operations of International Business of Oyo
• Setting up the Online Reputation Management team for South-East Asia and Middle East
• Identifying trends and solving the problems/issues related to the brand 'OYO'
• Improving and scaling up the product to achieve a better user experience and NPS

Jun 2018 – Nov 2019 · 1 yr 5 mos · Gurgaon, India

• Managing a team of associates and SMEs responsible for providing a delightful experience to the users of Zomato.
• DRI for the Social Media Team of Zomato.
• Managing a team of experienced associates responsible for handling priority 1 escalations and CEO's escalations.
• Setting up the KPI of the individuals and improving the responses on the Social Media Platform.
• Optimizing the overall process of handling escalations and FSSAI related issues at Zomato and channelizing the process of internal escalations.
• SPOC for BPO sites responsible for the customer support process for Zomato.
• Improving processes and support protocols to reduce the overall burn of the company.
• Setting up and handling the Zomato Gold Sales Team and increasing the
• user signups for the product.
• Setting up and handling Zomato Gold Event Promotions Team. DRI for process optimization of Zomato Piggybank.
• Improving the overall CSAT of Zomato Support.

Jul 2016 – Jun 2018 · 1 yr 11 mos · Hyderabad Area, India

• Worked in the safety team of Uber and handled escalated and critical safety concerns.
• Helped in identifying patterns and made the process more efficient. Handling multiple safety projects to analyze and detect the problem in the overall system.
• Reducing manual effort to accelerate the process of problem-solving by building SQL based queries to obtain the data
• Built dashboards to measure the performance of specialists in the team.
• Worked with the product team to improve the system and processes to reduce safety issues

Jun 2015 – Jul 2015 · 1 mo · Gurgaon, India

• As a part of the IT Risk and Advisory Team at EY, my work was to primarily focus on Software Asset Management reviews across various organisations for leading software vendors. My job profile enclosed client handling with team development. Also as a part of the advisory team, I was associated in assisting the clients and suggesting them the best possible way to handle their IT Infrastructure.
• Specialized in license compliance and optimizing the purchase, deployment, maintenance, utilization and disposal of software applications within client organizations and recommending processes necessary for the effective management, control and protection of the software assets.

Jul 2014 – Aug 2014 · 1 mo · Gurgaon

• Cloud Services