Dec 2021 – May 2022 · 5 mos · India · Hybrid

• ● Revamped training programs using the ADDIE model, boosting effectiveness by 12%.
• ● Cut return rates by analyzing patterns and redefining size charts with the product team.
• ● Recovered warehouse losses by monetizing brand-rejected and returned inventory via pop-up and internal sales.
• ● Reduced seller claims by co-creating a robust claims policy with program managers.
• ● Optimized training impact using the Kirkpatrick model, driving measurable improvements in team performance.
• ● Redesigned the Quality Framework by revamping audits, team structures, and policies, aligning with business goals.

Mar 2019 – Nov 2021 · 2 yrs 8 mos · Bengaluru, Karnataka, India · On-site

• ● Co-designed and elevated the I-Sat process by revamping insider workflows & integrating enriched terms such as warranty coverage & cosmetic product usage impact, strengthening policy transparency.
• ● Redefined in-app FAQs and request workflows to be more intuitive and user-centric, resulting in reduced call and chat volumes.
• ● Led the Process Excellence team and deployed cost-effective KMS like Rapl, Confluence, and Yoda, significantly boosting support team efficiency and knowledge accessibility.
• ● Developed new training modules for champions using instructional design principles and visual learning techniques, enhancing learner engagement and retention.
• ● Governed the LMS ecosystem, overseeing knowledge bank upkeep, quiz portal management, and user administration to ensure a seamless training experience.
• ● Managed vendor and partner quality standards, identifying training needs and performance gaps, and driving corrective action across external teams.
• ● Authored and disseminated SOPs for Myntra and Jabong, ensuring consistency, accessibility, and process retention across support teams. Also spearheaded the multitenancy project, aimed at building a unified platform across customer care, category, catalog, and SCM for both brands. Collaborated closely with tech teams to conceptualize and streamline end-to-end processes, driving operational synergy and scalability.

Jul 2016 – Feb 2019 · 2 yrs 7 mos · Indore Area, India

Mar 2013 – Jun 2016 · 3 yrs 3 mos

Mar 2012 – Mar 2013 · 1 yr

Nov 2008 – Jan 2010 · 1 yr 2 mos

• Responsible for maintaining cordial relations with clients to assure satisfactory service and speedy problem solutions.
• Preparing financial reports and statements for the clients like CMA, project reports, customer profile, bank proposals etc required by banks for loans & advances.
• Dealing with financial products like Personal loans, Home loans, LAP, Business loans, O/D & C/C limits.
• Working through leads and analyzing financial profiles of the clients according to bank's requirements, thus making the entire process easy & convenient our clients.
• Promoting the firm to get empanelled in various banks for Valuation of Immovable properties.
• Planning & conceptualizing various strategies to achieve business goals aimed towards the growth in business volumes as well as profitability.
• Ensuring that no critical request is received from the customer and successfully managing cross - selling of retail financial products for overall boost in combined revenue generation
• Deftly handled and interact with various key accounts/ HNI clients and customer base to generate repeat and referral business