Aug 2023 – Jul 2024 · 11 mos · Bangalore Urban, Karnataka, India

Apr 2020 – Oct 2022 · 2 yrs 6 mos · Bengaluru, Karnataka, India

• Namaste Business is an online B2C / B2B SaaS subscription platform where online business enthusiasts can create their own e-commerce app and website within minutes.
• Lead PAN India growth and sales operations for Namaste Business.
• Undertook GTM operations, experimented heavily with growth ideas, built a team for channel distribution, deep-dived into Indian SME market which helped scale revenue to 4x in 4 weeks.
• 34% reduction in customer drop-off by A/B experimenting and improving the onboarding flow.
• Frequently interacted with customers to understand user pain points and helped in incorporating viable solutions to the product.
• Mela is a social e-commerce app where users can save money by inviting their friends and group shopping with them.
• Worked on analysing the business opportunities, understanding the relevant geographies, building a
• team of BD managers and eventually onboarding supply.
• 70% increase in the number of SKUs on the platform leading to more than 6x growth in the number of sellers in a span of 15 weeks.
• Senior Manager - Customer Experience:
• 80% reduction in customer queries and back and forth due to new SOPs, documentation and optimisation of support operations.
• Increased customer satisfaction due to satisfactory responses, prompt solutions and faster refunds.

Jun 2019 – Apr 2020 · 10 mos · Bengaluru Area, India

• Was running a highly efficient and partner-obsessed in-person support centre for all Uber partners in Bangalore across multiple products.
• Owned all operational metrics for profitability, operational+cost efficiency, and partner satisfaction.
• Led a team of 45+ Uber Experts to deliver the highest standards of service excellence.
• Helped increase the Customer Satisfaction score by 20 points.
• Was responsible for hiring, mentoring, training, and fostering the growth of all contingent workforce agents.
• Collaborated with cross-functional teams and was POC for multiple Central Teams, International Product Teams and Driver Ops Teams.

Jul 2018 – May 2019 · 10 mos · Bangalore

• Owned multiple projects involving their planning, P&L management, A/B experimenting, data crunching and successful execution.
• Led multiple teams of gig champions who were the on-field performers.
• Streamlined operations and brought new SOPs for upcoming projects to ensure optimal performance delivery and operational excellence.
• The clientele included the likes of Zomato, Swiggy, ITC, Meesho etc.

Jun 2016 – May 2017 · 11 mos · Mumbai, Maharashtra, India

• Was responsible for smooth and efficient logistics operations for one of the company’s largest branches in terms of revenue and volume.
• Handled a team of 32 contract workers to ensure effective operations.
• Analyzed data to draw business conclusions and incorporated them to improve the modus operandi of logistics for the company.

May 2015 – Jun 2015 · 1 mo · Mumbai Area, India

• Ergonomically designed an Air Circuit Breaker handle which utilised 2.5x less manual energy to charge than the initial design.