Mar 2023 – Feb 2024 · 11 mos · Noida, Uttar Pradesh, India · On-site

Jan 2022 – Feb 2023 · 1 yr 1 mo

• Leading PHP business to deliver top line & EBITDA as per AOP 2022
• Manage tech product/projects and operations for RoSEAME + China markets
• Scaled up business - revenue growth 2x and EBIDTA positive

Aug 2021 – Dec 2021 · 4 mos

• Driving operation excellence in Customer Service - Improved NPS from -40% to +25%
• Improved Customer service - revamped call center from Egypt to UAE
• Set-up and scaled Sales process from Call-Center to $30k monthly revenue
• Improved EBIDTA by reducing PG charges through product and process
• Launched Shomoos integrated HMS in KSA

Aug 2020 – Jul 2021 · 11 mos

• Driving operation excellence across global markets - Improved customer experience with reduced cost
• Driving standardisation of team structure and cost heads
• Launched Yo chat product across market for reducing customer service cost and improved response time
• Designed and launched IVR for different markets for cost reduction and improve customer response time
• Revamped Call Center across market with standard metrics and low cost sourcing and vendor standardisation.

Dec 2019 – Jul 2020 · 7 mos

Oct 2018 – Nov 2019 · 1 yr 1 mo

• Developed product standards and go to market strategy of budget category - OYO Flagship in Global locations - Indonesia, Malaysia, USA, UK, Spain, Singapore, Brazil, Mexico, Philippines, Vietnam, Thailand, Japan
• Developed the audit model and deal framework for improving quick turn around of signing and live
• Hired and trained team members and developed vendor network to transform properties within 7 days TAT

Apr 2017 – Sep 2018 · 1 yr 5 mos

• Developed product standards and go to market strategy of budget category - OYO Franchise (Smart)
• Developed the audit model and deal framework for improving quick turn around of signing and live.
• Hired and trained team members and developed vendor network to transform properties within 7 days TAT and CAPEX investment of <10k INR per room
• Scaled up the network to add monthly 20,000 rooms to business

Apr 2016 – Mar 2017 · 11 mos

• Developed product standards and go to market strategy of budget category - OYO Flagship
• Developed the audit model and deal framework for improving quick turn around of signing and live
• Hired and trained team members and developed vendor network to transform properties within 15 days TAT and CAPEX investment of <70k INR per room
• Developed maintenance model of the self-operated OYO Flagship

Apr 2015 – Mar 2016 · 11 mos

• Launched OYO in the East region, build 0 - 400+ properties on the network
• Hired, trained and set-up team and hub structure in the East - Guwahati, Bhubaneshwar, Patna, Ranchi, Siliguri
• Developed leaders who are now managing individual Hubs PnL

Apr 2014 – Mar 2015 · 11 mos · Bangalore, Mumbai, Gurgaon

• BOLD operations Manager (Building Operations Leadership Program) in Fulfillment Center operations.
• Strategic planning and forecasting
• Meeting customer experience fulfillment metrics for online orders.
• Launched and led Outbound operations at the Gurgaon center.
• Managing a team of 200 + associates
• Leading process improvements/ root cause analysis
• Analyzing data and workflow to identify opportunities for improvement
• Leading cost reduction initiatives
• Recruiting and developing the team of managers and associates
• Analyzing data and workflow to identify opportunities for improvement

Apr 2013 – May 2013 · 1 mo · Hyderabad Area, India

• Process Optimization: Analysed Warehouse process and optimized with respect to time, which resulted in savings realisation of $6.87million annually

Jul 2008 – Jun 2012 · 3 yrs 11 mos · Pune Area, India

• Advanced Product Quality Planning (APQP) for Tata Nano CNG and Diesel
• Leader for Chassis group development for new Projects (Concept selection, Design review, Proto Build)
• Leader for Cause analysis of failures during testing and providing solutions through Benchmarks
• Champion of Vehicle Layout Audit (VLO Audit) during soft-computing stage and achieved the target demerit score for these projects
• Led to 15% improvement at Supplier end, based on opportunities pointed out during evaluation audit in line with TS16949 (Technical Standard for Automobile)
• Defined APQP process for Tata Motors based on Ford and JLR process in 8 month time
• Responsible for FMEA (failure mode and effects analysis for Design and Process) for Chassis components
• Central Quality, Tata Nano
• Responsible for root cause analysis of warranty issues for Tata Nano and achieved 50% improvement
• Improved JD Power Initial Quality Study Score of Tata Nano and achieved 25% improvement in 2010-11
• Responsible for PDI (Pre-delivery Inspection) of Nano and achieved 62% reduction in Defects per Vehicle
• Leader for Implementation of online quality tracking system for TCF (Trim, Chassis, and Final) shop
• Enhanced CSI (Customer Satisfaction Index) by 25% and 20% decrease in repeat complaints at Dealer
• Responsible for installation and commissioning of 2 vendor plants in weld shop within a month

May 2007 – Jun 2007 · 1 mo · Jagdishpur

• Electrical Power Distribution Project - Indo Gulf Fertilisers
• Analyzed the Protective relay coordination of the Plant and suggested improvement measures on relays
• Analyzed Power system stability of the Plant and suggested improvement measures on distribution system