Dec 2025 – Jan 2026 · 1 mo · India · Remote

• During a focused two-month consulting engagement, I supported in establishing its fintech presence in the Indian market, guiding the company through a complex and high-ambiguity market entry phase.
• 1. Led the end-to-end groundwork for market entry, including identification and navigation of regulatory, compliance, and legal requirements specific to India’s fintech ecosystem.
• 2. Structured and clarified operating processes in an environment with limited precedents, designing foundational workflows to enable operational readiness.
• 3. Acted as a strategic bridge between international leadership teams and Indian legal, compliance, and business service providers, overcoming cross-cultural and language barriers.
• 4. Facilitated alignment across stakeholders to ensure timely decision-making and execution despite ambiguity and evolving requirements.
• 5. Drove milestone achievement through disciplined coordination, persistence, and hands-on problem solving.
• This engagement strengthened the organization’s foundation for a compliant, scalable, and strategically aligned launch in the Indian market.

Apr 2025 – Sep 2025 · 5 mos · Delhi NCR · On-site

• Have we ever thought of what are we eating in Delhi, Bangalore, Hyderabad, Pune in the name of street foods, cheaper Chhole Bhature, Poori Subzi, Rajma Chawal?
• Around 77% of the millions of fresh college grads who're arriving at the metros, Tier-I cities every year has very little access to hygienic food which causes severe health disorder. They are either dependent on the cities street carts who are using poor quality of ingredients or the roadside Dhabas / Food points etc. where the concept of hygiene starting from their kitchen to cooking vessels to the cooked food is next-to-zero.
• TEA-FUN is solving the issue of unhygienic food, poor quality ingredients and unprofessional food joints by replacing it with freshly cooked food in a safe and hygienic environment and that too delivered in 30 minutes, maintaining taste without compromising on the quality.
• Currently we're piloting at Noida. If you're someone who's craving for a home-cooked meal and staying at Noida then text us in the Whatsapp. Your food will be delivered at your doorstep within no time.

Jul 2024 – Nov 2025 · 1 yr 4 mos · India · On-site

• Planning and building service and support operations with a team (600+) from scratch for pan India operations, responsible for designing SOP, training and performance management.
• Upgraded customer experience by implementing Do-It-Yourself (DIY/Self-service) workflows developed through AI/ML model and third-party API to reduce contact ratio by 30%.
• Driving retention program with customer support with customised offers, 95% in-time service, empowering ground-ops to surge the customer retention from 12% to 19%.
• Monitoring Control Tower growth and service metrics improved by IOT-based real-time performance monitoring platform and reduced customer churn rate by 17%.
• Created a culture of continuous improvement for customer experience by implementing AI-driven conversational IVR and voice assistance (powered by ChatGPT) to improve FCR by 18%.

Feb 2022 – Jun 2024 · 2 yrs 4 mos · India · On-site

• Partnering with D2C brand and Banking partners, defining joint strategies of customer portfolio growth leading to surge of merchant retention from 15% to 25% M-O-M in FY24 and to 35% by FY’25
• As a part of Cost Optimisations initiatives led the AI-driven conversational IVR and voice assisted chatbot (ChatGPT) implementation to address additional 12% of customer queries without human intervention, improving First Contact Resolution (FCR) from 5% to 17%.
• Implemented AI/ML-driven Quality Control platform (Convin AI) to execute 100% quality check of all customer interactions helped in reducing resource costs.
• Successfully reduced contact ratio from 18% to 11% by integrating functional APIs (IOT/ Settlements/ KYC) to proactively resolve lending, device, settlement hold related pain points.
• Resolving system glitches, customer escalations, regulatory compliances with P0 priority by motivating the team to implement immediate fix with a focused customer-centricity.
• Led the Do-it-yourself (DIY) programs through product/ tech collaborations and Third-party API-integrations (NPCI, Karza) to improve C-SAT from 40 to 47

Jul 2020 – Jan 2022 · 1 yr 6 mos

• Designed the Buy-Now-Pay-Later (BNPL) business operation and customer experience processes with a team of 35 and took it to INR 3.8B of monthly disbursement
• Proven track record in identifying and resolving system glitches, potential frauds by analysing Voice of Customer (VOC), Control Tower metrics proactively to level-up C-SAT score to 55.
• Identified frictions in customer’s digital journey, performed data-driven root-cause analysis, engaging with Push Notification, Whatsapp to improve SLA Adherence from 8% to 17%.
• Built a Customer Experience Centre to create a seamless 2-wheeler and 4-wheeler financing experience on ground, increasing the vehicle financing by 24%.
• Optimised the customer’s credit disbursement journey using DIY Video KYC to reduce onboarding SLA from 72 hrs → 24 hrs and customer acquisition cost by 5-7% M-O-M.

Apr 2019 – Jun 2020 · 1 yr 2 mos

• Designed the Debt Collection network in pan-India, setting up process for field collection, adhering to regulatory guidelines and implemented a reward and penalty based payment and performance management to achieve 0.3% loan outstanding at 90 DPD.
• Optimised the process of seamless vendor onboarding and rotation of vendors in bucket 4-7 so that connectivity and repayment can be increases with delinquent customers of higher risk
• Analysing collection data to build propensity-to-pay model of the new and loyal customers to increase financing availability, customer connectivity and decreasing default rate in bucket 0, 1 and 2
• Collaborating with internal and external tech and product stakeholders to build CRM for 3P collection network, tracking the product roadmap, delivery and implementation
• Responsible for collection P&L management, provision of doubtful debt, bucket 3 write-off, bucket 7 and 8 legal and non-legal settlement, vendor payout management

Aug 2016 – Mar 2019 · 2 yrs 7 mos · Bangaon, West Bengal, India

• 1. Led global digital transformational projects as a part of the Fulfilment By Amazon (FBA) program, business process to create a cost optimizations framework in Ecommerce implemented world-wide Operations and led to reduction in Return Rate by 40% and cost of Packaging by 33% by creating project charter, scope and cost baselining, resource management and risk mitigation plan.
• 2. Collaborated with cross-functional teams like, Product, Engineering across geographies, Finance, Procurement, to design and implement process solutions aligned with business needs using Scaled Agile Framework (SAFe), Team Charter, Activity Scheduling, Sprint Backlog, iterative feedback for developers for value-driven development and launching Minimum Viable Product (MVP).
• 3. Initiated Multi Seller Flex (MSF) program along with multiple 3P fulfillment partners in pan India to host the CM(-)ve SKUs improving delivery SLA with low cost of fulfillment and reducing storage cost in Amazon owned FCs. There were 5 MSF started in Bangalore, Delhi, Hyderabad, Mumbai and Kolkata.
• 4. Designed fulfilment (sourcing, warehouse and logistics) operations from scratch – Cloudtail Flex (CT-Flex) to reduce warehousing cost and delivery ETA Cloudtail merchant partners, Introduced new categories of locally sourced fashion products in Tier-2/3 cities like, Tirupur (Tamil Nadu), Bhilwara (Rajasthan) and Vadodara (Gujarat).
• 5. As a trusted advisor and facilitator between leadership and teams identified the cost of Losses in Warehouse due to higher volume of unpacked stocks inbound using Financial Modeling & Analysis. Led a strategic project in pan India to prep the inbound stocks to generate revenue from the merchants and to reduce return due to damaged items to 5% M-O-M and as well as to reduce storage cost

Apr 2015 – Jul 2016 · 1 yr 3 mos · Pune, Maharashtra, India

• I was working as a Project Manager in i|Nautix Tech. India Pvt. Ltd., a BNY Mellon Company. My responsibilities included from onboarding different stakeholders for the project through process maintenance to project delivery engaging in all the phases of project life cycle.

Apr 2014 – Mar 2015 · 11 mos · Hyderabad, Bangalore and Goa Region, India

• SCNext-India is an initiative of SCNext-USA to reach the University Campuses, Young Professionals, and supply chain veterans to create a wide community for communicating the latest supply chain trends, practices and innovative ideas. SCNext-India organizes seminars, webinars, conferences, case study challenges, certification programs, workshops and lot more. SCNext-India is a platform to fulfill your supply chain dreams.

Apr 2014 – Jun 2014 · 2 mos · Kolkata, West Bengal, India

• My internship experience in Construction sector helped me to understand the importance of procurement function in an industry and the several processes those are practiced in the procurement functions for the betterment of supply chain performance in construction projects. The projects which I have executed while working here are:
• 1. Vendor Negotiation and Contract Finalization:
• Vendor identification for work order/purchase order
• Cost Analysis of the quoted rate given by the vendors
• Negotiation with Vendors and finalizing the order
• 2. Standardizing the Contractual Terms and Conditions:
• Structuring and building the terms and conditions considering all possible aspects
• Creating the format and language according to the type of purchase
• Terms & Conditions will differ according to the type of orders and materials
• 3. Structuring the Management Information System
• Understanding the present information system
• Finding the bottlenecks in the structure of the system
• Finding solutions to eliminate the bottlenecks and propose an improved structure.

Nov 2013 – Nov 2014 · 1 yr · Institute of Management Technology, Hyderabad

• Coordinating the foreign language sessions for the students of IMT Hyderabad by inviting native faculties of different languages from eminent foreign language training institutes of India. The Foreign Language Committee (FLC) arranges a semester full classes in French, German, Spanish and Mandarin Chinese as a part of its co-curriculum activities. FLC is in a continuous process of improvement by organizing the classes from a diverse range of foreign languages, better instructor and building student interest.

Oct 2009 – Jun 2013 · 3 yrs 8 mos · Gurgaon, Haryana, India · On-site

• Worked as a Project Leader in large scale data transformation and customer success projects in BFSI and Telecommunication domains