Jul 2021 – Dec 2024 · 3 yrs 5 mos · Gurugram, Haryana, India

• Leading a ~40-member team to ensure smooth roll out new ambassador tools
• Leading initiatives to improve NPS by reworking on the processes to increase system generated controls and minimize support agents dependence
• AI Initiatives
• Working with CS Product Team to scope out opportunity areas within Support function for AI initiatives
• Designing and implementing structured testing plans for global support sites including external vendors

Aug 2020 – Jun 2021 · 10 mos

• Headed a 55 member team of 40 ambassadors, 5 team leads, 5 quality analysts and 5 nutrition experts to manage incoming queries regarding OZiva’s products and services
• Reduced contact rate by 2.5% by working with the product team to incorporate voice of customer
• Established the nutritionist offering post product sales to improve stickiness to the products, was successfully able to contribute 1.5% to the overall sales due to this offering

Jun 2019 – Jun 2020 · 1 yr

• Saved USD ~.6 Million (~4%) in customer support function by optimizing customer-facing content (in-app and web Help) for India-South Asia
• Achieved 90% reported issue type accuracy leading to 10% reduction in agent average handle time
• Streamlined Lost & Found process to provide seamless redressal support. Improved return rate by 10PP, customer experience by 12%, social media escalations by 30%
• Managed roadmap prioritization of Customer Obsession engineering team with global content teams

Jun 2018 – Jun 2019 · 1 yr

• Content Strategy: Developed unified content strategy with Global teams to handle ~200K daily requests
• Outsourced Process Management: Established support feedback escalation process for 3 LOBs at 5 sites
• Set up content review process to ensure alignment with Global Standards
• Led implementation & adoption of new knowledge management tool

Apr 2017 – Jun 2018 · 1 yr 2 mos

• Business Impact: Increased support efficiency by 33%, reduced response time by 40% in 1 year
• Team Management: Scaled the team by 20x in a span of 2 years to handle 24x rise in support queries
• Outsourced 30% support volume to 2 vendors; defined QA, SLA standards to maintain in-house quality
• Led interaction with product teams to co-define support reduction and product roadmap as pertaining to drive automation, tool/dashboard enhancements, and translating customer feedback into front-end changes.
• Monitored costs incurred by managing the support team’s contribution to the overall business cost
• Managed Training, Knowledge Management, and Quality vertical for the customer support team.

Jan 2016 – Mar 2017 · 1 yr 2 mos

• Quality Management: Managed a team of 35+ QAs to quality check 2% of the total chat volume (~2 million monthly). Improved team quality score to 90%+ and social media appreciation post by ~20%
• Ensured Customer Experience above a minimum threshold across all channels and geographies.
• Was leading Hiring and Onboarding of the support team in order to scale up the team operations.

Jun 2015 – Dec 2015 · 6 mos

• Scaling Content Operations: Build and led 15+ member team, scaled Zomato to 6000+ restaurants in Czech Republic in 2 months
• Team Integration: Integrated Urbanspoon’s content, acquired by Zomato, for Australia launch. Scaled Zomato’s presence to 10,000+ restaurants in 3 weeks leading a team of 20+ members
• Was heading content training processes across the globe. This includes planning, coordinating and executing content training at every level

Aug 2013 – Jun 2015 · 1 yr 10 mos

• Managed the central query management team which was responsible for addressing concerns and suggestions from users and restaurant owners
• Coordinated with multiple teams – tech, operations, sales and marketing to make the product more customized and useful globally
• Was part of the international launch teams in Czech Republic and Australia. Responsibilities included, training and mentoring newly hired team members and successfully set up content operations in these countries
• Worked closely with Global Content Head to establish guidelines and processes for content teams across all countries. Working on developing content training modules for all content levels - from content associate to country managers
• Was responsible for creating and managing internal common knowledge portal for easy access to guidelines and best practices

Aug 2012 – Aug 2013 · 1 yr

• Was responsible for collecting and updating information about restaurants in order to built a strong product base
• Managed content for various cities across India. Responsibilities included visiting various content teams in cities and training and mentoring them on updated content guidelines and processes

Jul 2011 – Jul 2012 · 1 yr · New Delhi Area, India

• Responsible for researching and approaching newly launched retail brands in Delhi NCR in order to understand their requirement for market (retail) space
• Analyzed clients’ requirements against the company database and communicated suitable options to the sales team
• Helped in recruitment by understanding job requirements, posting job descriptions on various job portals and shortlisting candidates for interviews