Nov 2021 – Mar 2023 · 1 yr 4 mos · Bengaluru, Karnataka, India · Hybrid

• Revenue and Growth
• Built the capability of charging Surge Fee (Rain, late night, stress); Monthly revenue of 1 crore+ per month
• Personalization: Increase in average order value of ₹ 4 (Incremental revenue of ₹ 5 crore per month)
• Personalized re-order section for quick discoverability of daily items; 4pp increase in Add to Cart
• Implemented previously bought tag in search results and listings page for easy discoverability
• Created a personalized monthly essentials corner with recommendations for cross sell other
• categories
• Created new ads inventory for brand promotions on listing page; Incremental revenue: ₹ 60 lakhs a month
• Conversion and Retention
• Winner of design thinking competition (micro-decision science) organized across product & design team
• Cart and payment experience:
• Discount perception: Improved discount communication on cart page; 0.4pp improvement in C2P
• Express Checkout: Creating a 1 tap checkout for repeat customers; Expected adoption 50%
• Integrated with Sodexo to offer it as a payment option; 2% transaction share

Apr 2021 – Oct 2021 · 6 mos · Bengaluru, Karnataka, India

• Created vision and roadmap for Service Recovery and Customer Care stream. Led alignment discussions with Stakeholders from design, analytics, engineering, and data science for annual operating plan and bandwidth planning
• Launched Delivery Instructions feature; Reduced delivery related customer interactions by 0.28pp

Apr 2020 – Mar 2021 · 11 mos · Bengaluru, Karnataka, India

• Led Service Recovery and Customer Support Streams for Swiggy marketplace:
• Reduced false delivery cases by 35% by introducing an OTP exchange flow during order delivery
• Reduced cancellations due to incorrect addresses by 25% in new address by improving address onboarding flow

Apr 2019 – Mar 2020 · 11 mos · Bengaluru, Karnataka, India

• Led Swiggy's in-house Customer Support products:
• Improved CSAT by 55%, first-time resolution by 6% for high-value customers: Routed priority conversations to the best available agents
• Improved customer satisfaction score(CSAT) by 20 percentage points by launching a chat snooze feature for support agents
• Reduced 95th percentile queue wait time for customer queries by 75% by launching an automated load balancer

Mar 2018 – Mar 2019 · 1 yr · Bengaluru, Karnataka, India

• Managed a team of 2 analysts to achieve the following:
• New restaurant onboarding: Streamlined the onboarding process. Reduced onboarding TAT from 15 days to 7 days
• Digitized MOU signing process in new restaurant onboarding by adopting e-sign tool; Saved 10+ hours/month per sales manager
• Led the planning and implementation of a sales force management tool for Swiggy's PAN India sales team
• Managed quality and quantity of restaurant supply on the Swiggy restaurant marketplace. Created a process to conduct independent hygiene and safety checks before onboarding new restaurants

May 2015 – Aug 2017 · 2 yrs 3 mos · Bengaluru, Karnataka, India

• Category Launch: Spearheaded the product development effort for the launch of beauty category with the french retail chain Sephora (sephora.nnnow.com) available exclusively on NNNOW.com
• SEO and Google Analytics: Restructured website URL to support SEO strategy . Designed Google Analytics schema for visitor tracking.
• Website Checkout: Proposed improvements in the checkout flow based on quantitative analysis of GA data and best industry practices. Improved checkout conversions by 33 percent.