May 2022 – Sep 2023 · 1 yr 4 mos · Gurugram, Haryana, India · On-site

• Headed the Platform Experience Strategy and achieving significant reduction in key business metrics like Rejections and Cx reported issues
• Devised complete product strategy and supply sufficiency on the platform for all key festivals like Rakhi & Diwali leading to a YoY growth of ~50% in the festive category offerings

Jun 2020 – May 2022 · 1 yr 11 mos

• Program Management with CX Operations leads on various process excellence initiatives leading to an improvement in all KPIs
• Achieved headcount optimisation at various contact centres as per the ticket inflow and defined productivity targets according to the criticality of the customers’ requests leading to a significant cost saving for the CX team
• Coordinated with the Management on new initiatives in the CX team & responsible for reporting of all critical metrics to Management, Board and RBI

Apr 2019 – May 2020 · 1 yr 1 mo

• Process Excellence & Customer Strategy Manager

Nov 2018 – Mar 2019 · 4 mos · New Delhi Area, India

• Devised customer service strategy and process for one of India's biggest online consumer durable brand while supporting its growth
• Worked on Customer satisfaction strategy and assessment for one of the world's biggest chemical manufacturer based out of Africa

Jun 2017 – Oct 2018 · 1 yr 4 mos · Gurgaon, India

• Strategy and Operations projects for Telecom & Technology sector clients:
• Process Re-Engineering and Customer Experience Transformation of Retail & Enterprise
• Operations for a telecom giant in South East Asia
• Change Management: B2B Sales Process Transformation and Technical on-boarding of stakeholders for one of World's biggest Telecom company in UK (Ireland)
• Cost optimization, Revenue growth and EBITDA improvement strategy for a Multi-billion $ Indian multinational IT/ITeS Company

Apr 2016 – May 2016 · 1 mo · Punjab & HP Circle- Mohali Office

• Devised & Implemented the strategy to drive differentiation at key outlets which resulted in superior link-up services to retailers
• Formulated a new segmentation & distribution model for prepaid sales based on the insights gathered by visiting 335 retail outlets
• Achieved an increase in extraction from the key urban retail outlets by focusing on relation building with channel partners

Oct 2015 – Mar 2017 · 1 yr 5 mos · Indore Area, India

• Worked as SPOC for 25+ major recruiters on campus with responsibility of building all corporate relations
• Ensured 100% Final & Summer Placements for the consecutive batches of 600+ & 550+ students respectively

Jun 2014 – Jul 2014 · 1 mo · Chandīgarh Area, India

• Learnt real world application of Wireless Communication concepts like sectoring & cell splitting for 2G & 3G networks. Understood problems like reduction in capacity & handoffs that are faced during implementation of these schemes. Implemented techniques like Micro-zone cell concept to be used to tackle these problems like hand-offs.

Dec 2013 – May 2015 · 1 yr 5 mos · Hamirpur, H.P

• Prepared the placement brochure highlighting the achievements of the batch and college & Developed recruiter relations.
• Achieved unprecedented levels of placements for the batch.