Dec 2019 – Mar 2021 · 1 yr 3 mos · Singapore

• 1. Responsible for strategizing and growing the Singapore market. Worked on the rental market and improving subscribers numbers for first 8 months before moving to grow a new vertical of reselling.
• 2. Worked closely with the product team on UX, improving in-app content and webstore’s conversion.
• 3. Collaborated with brand, content & growth team on campaign planning & execution. Successfully executed 9.9,11.11 sales in 2020.
• 4. Responsible for B2C partnerships (Hoolah, DBS, OCBC, WeWork etc)
• 5. Responsible for end-to-end planning & execution of offline warehouse sales. Conducted two major sales in Aug & Dec 2020

Jun 2018 – Dec 2018 · 6 mos · Singapore

• 1. Led Operations team for Chope Deals, managing a team of 3 executives.
• 2. Developed a measurable framework for the operations team, defining metrics for customer delight.
• 3. Worked with my team to bring in operational efficiency and automation in the restaurant lifecycle (on-boarding, product creation, and online marketing).
• 4. Closely worked with the product team on revamping our user and merchant application & website for a better UX.
• 5. Built Chope Chatbot with a third party to handle customer inquiries in a faster and effective way. It helped in reducing human intervention by 25% in the first month.
• 6. Managed inventory and customer inquiries for partners like Shopee, Lazada, and Dianping.
• 7. Improved process efficiency by 50% leading to manpower cost savings.

Apr 2017 – Mar 2018 · 11 mos · Gurgaon, India

• 1. Led three different teams and set up processes from scratch ( Customer Delight, Order placement and Logistics ) for India and UAE.
• 2. Reduction in called order percentage by setting up automated processes like IVR thus improving user experience & order acceptance time.
• 3. Led the Z-Runnr support integration, initiated Freshdesk integration for user support.
• 4. Set up quality processes, scorecards for measuring associate’s performance.
• 5. Planned capacity and structurally automated rosters using data models for all three departments under online ordering vertical (650 employees).
• 6. Automated merchant rejections by changing the overall concept of getting restaurants back online, in turn increasing restaurant visibility for users. Also took the initiative to increase visibility for UAE & India by getting drives done with the help of account managers.
• 7. Aggressively worked with product & tech teams to launch the new merchant application, change internal dashboards and make them work effectively at scale.

Jun 2015 – Apr 2017 · 1 yr 10 mos · Pune Area, India

• 1. Led order management and field operations teams.
• 2. Responsible to maintain cost per order,SLA's and other crucial operational metrics.
• 3. Developed operations strategy for effectively scaling operations and growing the city.
• 4. Devised sourcing strategies, designing training modules and processes.
• 5. Worked closely with sales & marketing teams on campaign management by managing operations bandwidth.
• 6. Managed and drove staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, and projects.
• 7. Managed projects such as Swiggy assured, incentive models and silent deliveries, etc.

Aug 2011 – May 2015 · 3 yrs 9 mos · Pune

• Application operation monitoring for CRM processes and L1 troubleshooting for Data Warehouse.

Jul 2009 – Aug 2009 · 1 mo

• Industrial training on evaluation and prevention of growth of micro-organisms in manufacturing plant.