Nov 2021 – Oct 2024 · 2 yrs 11 mos

• Managed a team of 150+ employees across 3 sites overseeing identity, payments, and global risk portfolios overseeing hiring, training and professional growth of employees.
• Revamped compliance practices leading to a measurable improvement in operational efficiency; directly contributed to reducing audit discrepancies by 40% through the development of comprehensive reporting protocols tailored for regional teams.
• Coordinated with data analytics and program teams on 8 major projects focused on research & enhancing manual fraud investigation processes; findings directly addressed three key areas contributing to fraudulent activity within operations.
• Spearheaded the insights generation project for the Center of Excellence (COE), which established a fully adopted centralized system resulting in 289+ insights submissions in six months.
• Led a team of 2 analysts in conducting an impact assessment for the Global Fraud Prevention team, leading to the creation of an interactive dashboard quantifying team contributions and directly influencing executive-level strategic decisions.

Feb 2021 – Oct 2021 · 8 mos

• Operated 13 Uber support offices across 10 East India cities, focusing on performance metrics and compliance.
• Collected and reported on performance data (CSAT, SLA, & AHT), emphasizing trend identification and impactful insights. For instance, ~22% more drivers walk-in for support during lunch hours.
• Collaborated with cross-functional teams to identify emerging trends in business operations; analyzed policy changes and fare adjustments, ensuring seamless adaptation at 13 support centers while maintaining customer satisfaction levels above 4.5.
• Accountable for operational aspects, SLA's, business targets and financial performance of centers. Maintained CSAT above 4.5 with SLAs below 10 minutes in Kolkata & CSAT above 4.2 and SLA below 1 hour across the region for phone support.

Feb 2019 – Jan 2021 · 1 yr 11 mos

• Steered Greenlight operations for 5+ city Greenlight locations by conducting operational oversight, analyzing KPIs, and implementing strategies that improved Greenlight Expert efficiency by 15%.
• Reduced complex support escalations by 20% through the creation of a comprehensive knowledge base and the implementation of a standardized training program for Greenlight Experts.
• Supervised scheduling, attendance, and administrative tasks for 30+ Greenlight Experts, ensuring optimal staffing levels and adherence to company policies, maintaining a 95% attendance rate.
• Coordinated with facilities, office management, and retail teams to ensure seamless Greenlight operations that met Uber's standards, resulting in zero critical operational failures.
• Managed the successful implementation of voice support for budget-friendly products in East Indian tier 2/3 cities, ultimately resolving 100% of low cost products customer queries through the new voice channel.

Jul 2018 – Jan 2019 · 6 mos

• Developed new business connections and generated revenue exceeding 3 Million by refining business development strategies.
• Developed a strategic framework for entering SA marketplaces that resulted in onboarding 5 new vendor partnerships; curated product offerings led to higher market penetration without exceeding budget constraints.

Dec 2017 – Jun 2018 · 6 mos

• Compiled and analyzed financial data to develop comprehensive P&L statements for the Lifestyle, Home & Kitchen, and Electronics categories; identified key operational efficiencies that improved revenue forecasting accuracy by 15%.
• Spearheaded E-Commerce process transformations that improved product cataloging efficiency; achieved a reduction in processing time by 40 hours monthly, allowing the AM team to focus on complex tasks and initiatives.
• Drove comprehensive research efforts and led negotiations with suppliers for top-performing product lines; established new terms resulting in an annual cost reduction of $50k while ensuring quality standards remained robust.
• Conducted thorough market analysis to identify ideal suppliers; led negotiations that secured favorable terms with five major manufacturers, ultimately improving supply chain efficiency and enhancing product availability by over 30%.

May 2017 – Nov 2017 · 6 mos

• Managed the top 5% of Men’s Apparel accounts at Amazon India, achieving exceptional revenue growth exceeding $60 million and a profit increase that elevated account performance metrics to an all-time high.
• Drove organization-wide initiatives that increased seller exposure by implementing targeted sponsored ads strategies, resulting in 200% higher product visibility across 150+ high-performing accounts while promoting brand awareness and customer engagement.
• Spearheaded promotional initiatives for high-impact events such as Prime Day and Diwali Sales, driving over 60% increase in sales volume across top Men’s Apparel accounts while maintaining consistent visibility through targeted marketing efforts.
• Attained leading position in revenue generation exceeding $60 million while driving profit growth initiatives that yielded MFN selection at 103% and FBA selection reaching an impressive 1172%, solidifying market dominance.

Oct 2015 – Apr 2017 · 1 yr 6 mos

• Developed and executed customized account growth plans for 200+ sellers, identifying and capitalizing on key business opportunities, which drove an average of 40% increase in seller revenue within six months.
• Conducted weekly performance reviews with sellers, analyzing key metrics such as conversion rates, order defect rates, and customer return rates, and delivered actionable recommendations.
• Managed and grew seller businesses by improving operational aspects, resulting in a 25% increase in positive consumer feedback scores and a 10% reduction in negative feedback within one quarter.
• Spearheaded Seller Reinstatement initiatives in India, restoring platform access for 35+ high-value sellers and reintroducing 0.2 million+ previously unavailable product listings.

Nov 2014 – Sep 2015 · 10 mos · Delhi, India · On-site

• Sourced and onboarded over 1600 high-potential sellers to Snapdeal.com, driving an addition of ~47K new products selection that led to better customer experience and overall sales performance on the
• platform.
• Streamlined the integration of over 1,600 sellers into Snapdeal.com, enhancing platform offerings and directly contributing to a 10% increase in overall product selection within six months.