Feb 2023 – Present · 3 yrs 3 mos

• ●​ Led investigation into a large fraudulent seller scheme; coordinated with legal and law enforcement to secure recovery of ₹5.5 Cr in seller claims.
• ●​ Reduced RTO claim incidence from 6% to 2% by implementing a risk segmentation framework and tightening approval controls.
• ●​ Delivered a 35 bps reduction in RTO rate by partnering with Tech & Data Science to deploy seller fraud detection models.
• ●​ Prevented recurring revenue leakage of ~₹2.5 Cr month-over-month by identifying CRM outsourcing gaps and implementing process redesign.
• ●​ Achieved 95%+ precision on claims identification by engineering early stage rejection controls and layered CRM checks.
• ●​ Drove seller and supply quality improvements that generated ~₹15 Cr YoY cost savings via predictive fraud detection and payout block models.
• ●​ Converted supplier cancellations and dispatch failures into an NMV uplift of ~34 bps through behavior driven catalog filtering and penalization models.
• ●​ Lowered downstream logistics losses and improved supply reliability using a low dispatch detection model.

Jan 2019 – Feb 2023 · 4 yrs 1 mo

• ●​ Improved order-to-ship time from 2.4 days to 1.17 days by scaling Next Day Dispatch adoption and implementing SLA redesign.
• ●​ Elevated pickup NPS from -14 to +6 by diagnosing seller failure drivers and deploying targeted fixes for first mile reliability.
• ●​ Increased pickup adherence on pilot cohorts from 45% to 75% via NGST and First Order Manifest pilots; achieved an additional 5% platform-wide pickup improvement through 3PL governance.
• ●​ Reduced escalation TAT by 2 days across 95% of operational tickets through redesigned escalation governance and communication workflows.
• ●​ Achieved record single-day platform-wide pickup of ~1.1 Cr orders by designing capacity, staffing, and process buffers.
• ●​ Maintained 95% regulatory compliance accuracy by building COVID-era decisioning models in collaboration with Tech, Product, and Analytics.
• ●​ Drove category growth for 100+ sellers achieving 2x order growth and 1.5x revenue through pricing interventions, assortment optimization, and structured seller POAs.