Susmita Gaikwad

Operations Associate

Mumbai, Maharashtra, India5 yrs 7 mos experience

Key Highlights

Over 5 years in operations and consumer management.
Led multiple successful projects in e-commerce.
Strong background in data-driven strategy.

Stackforce AI infers this person is a B2C e-commerce operations leader with expertise in customer engagement and process optimization.

Contact

Skills

Core Skills

Operations ManagementCustomer ExperienceBusiness StrategyCustomer RetentionChurn ManagementData AnalyticsOperational ExcellenceOperations ImprovementOperational EfficiencyCustomer EngagementEvent ManagementContent ManagementProduct ManagementAccount ManagementCustomer Support

Other Skills

Client PartnershipE-CommercePerformance MetricsBusiness Process DesignB2CData AnalysisContent CreationAudience EngagementContent DesignSix SigmaAnalytic ReportingBusiness ProcessTrainingLeadershipTeam Management

About

Currently leading Operations at Xneeti Worked as: 1) Program Manager for OpEx (Ajio) 2) Management Trainee for Consumer vertical (Mahindra Logistics) IIM'S 2020-2022 Batch Past Experience: ● Member of Student Council (IIM Shillong) ● Low-cost Product Team Lead (Uber Mumbai) ● Content and Design Lead (Uber Mumbai) Have 5+ years of experience in the field of operations, consumer management, process automation and data- backed stategy for B2C, B2B and 3PL markets Job Initiatives: 1) Customer Retention Program (Uber and Mahindra) 2) Devloping fraud identification product (Ajio) -Scaled to multiple RIL brands 3) Return reduction funnel for B2C(Ajio) 4) Inventory forcasting optimisation and automation (Xneeti)

Experience

5 yrs 7 mos

Total Experience

1 yr 1 mo

Average Tenure

1 yr

Current Experience

Xneeti tech private limited

Senior Manager

May 2025 – Present · 1 yr · Gurugram, Haryana, India · On-site

Currently leading Operations at Xneeti
Managing client partnership and customer experience for Indian seller venturing e-commerce markets in US, UK and Canada.

Operations ManagementCustomer ExperienceClient Partnership

Ajio.com

Program Manager

Mar 2023 – Sep 2024 · 1 yr 6 mos · Bengaluru, Karnataka, India · On-site

Currently a part of Operations Excellence team.

E-CommerceCustomer SupportData AnalyticsBusiness StrategyOperations Management

Mahindra logistics

2 roles

Management Trainee - Consumer and Manufacturing

May 2022 – Mar 2023 · 10 mos · Mumbai, Maharashtra, India

Cluster Operations - Consumer and Manufacturing
Managing BillHub, a vendor billing product for end-to-end engagement and retention activities.

B2CData AnalyticsBusiness StrategyOperations Management

Summer Intern - Enterprise Mobility

Apr 2021 – May 2021 · 1 mo · Mumbai, Maharashtra, India

● Evaluated the current process across the industry to benchmark and reduce the TAT for induction of fleet.
● Suggested automation and various checkpoints of data input process to streamline the induction
● Formulated a timeline for vehicle and driver induction process to find process gaps across various stakeholder’s functioning

Business StrategyData AnalysisOperations Management

The brand hopper

Content Curation and Designing

Dec 2020 – Feb 2021 · 2 mos

● Curating content for Brand Hopper's weekly newsletter - Brandantra
● Developing content for featured snippets
● Tracking and monitoring audience engagement rate

Content CreationAudience EngagementContent Management

Indian institute of management, shillong

Office Bearer, PGP Student Council

Nov 2020 – Apr 2022 · 1 yr 5 mos · Shillong, Meghalaya, India

● Elected member of the apex student body, responsible for coordinating amongst the various stakeholders
● Responsible for formulating and strategizing processes that contributes towards progress of the Institute
● Responsible for organizing several flagship events of the institute – Golf Cup, BLS, Khlurthma & Nirvana

B2CCustomer SupportEvent ManagementCustomer Engagement

Uber

5 roles

Content and Design Lead

Promoted

Nov 2018 – Aug 2019 · 9 mos

● Executed a loyalty programme (Ambassadors) for loyal partners.
● Partner sentiment tracking and setting up curated lead-calling for sentiment growth.
● Designed content for monthly newsletters.
● Driver education to simple weekly podcast for awareness of upcoming offer, further changes and App usage simplification
● Designed content for various driver engagement event across various teams
● Designed content for marketing of other core teams.
● Participated in all driver engagement events
● Managed market-place for a brief to incite driver with ongoing and upcoming benefits.

B2CCustomer EngagementContent DesignContent Management

Low Cost Product Core Team

Jul 2018 – Sep 2018 · 2 mos

● Uber Mumbai Taxi and Auto Product launch
● Part of Low cost products core team
● Supply acquisition and Account Management
● On ground surveys for growth and sentiment value assimilation

B2CAccount Management

Low-Cost Product Team lead

Promoted

Jan 2018 – Nov 2018 · 10 mos

● New-Supply and Driver Growth acquisition
● Led Low-Cost Product Backend Team.
● Managed workload such as on-boarding, support account management and cold-calling the prospective leads amongst a team of 9 backend experts.
● Developed and updated SOPs of the on-going process flow.
● Tracked team KPIs and insisting necessary measures to keep the graph constant.
● Worked in close association with manager for process acquisition and skill training for the team

B2CProduct Management

New Supply Team

Jan 2018 – Jul 2018 · 6 mos

Account Management and Level-1 Escalation Handling

Customer SupportAccount Management

Community Support Representative

Jul 2016 – Jan 2017 · 6 mos · Mumbai, Maharashtra, India

● Tracking the onboarding and conversion of the incoming supply.
● 1v1 interaction with the partners for collation of on ground problems
● Keeping track of financier network.
● Participated in supply gathering event such as CarMela and Get-A-Car organised by Uber.

Customer SupportOperations Management