Aug 2022 – Nov 2025 · 3 yrs 3 mos · Bengaluru, Karnataka, India · On-site

• Head of Customer Experience Strategy & Grievance Department | ACKO
• As the Head of Customer Experience Strategy and Grievance at ACKO, I lead initiatives to transform customer journeys and resolve escalations with empathy and efficiency. With a focus on enhancing customer satisfaction, I drive strategies that reduce friction and ensure seamless service delivery. My role combines deep insights into customer pain points with innovative solutions to create a world-class experience.
• Reporting to Senior Director Strategy & Customer Experience (C-1)

Jan 2022 – Jul 2022 · 6 mos · Bengaluru, Karnataka, India

• Pan India Biz-Ops Lead | Driving Product Assortment, Ops Strategy & Promotions
• Leading Swiggy Instamart Pan India business operations charter, I oversee key functions such as product assortment, operational strategy, storefront promotions, and discounts. My role involves close collaboration with cross-functional stakeholders across Product, Tech, Business, Supply Chain, and Finance to ensure seamless execution and impactful business outcomes.
• Reporting to General Manager of Business (C-3)

Apr 2019 – Nov 2021 · 2 yrs 7 mos · Bengaluru, Karnataka, India

• Program Management | Strategy & Operations | Meesho
• At Meesho, I drive cross-functional initiatives across Category Operations, First Mile Procurement, and Supplier Management, ensuring seamless execution of key business strategies. I lead interconnected projects such as Late Dispatch, Cancellations, Returns, Next Day Dispatch, and Supplier Leave Portal, with a focus on optimizing CX, NPS, and operational efficiency.
• My role involves coordinating with Business, Tech, and Supplier Support teams, managing deadlines, budgets, and risk while maximizing ROI and resolving high-scope challenges to achieve business objectives.
• Reporting to Associate Director of Programs (C-4)

Feb 2014 – Dec 2018 · 4 yrs 10 mos · Bengaluru, Karnataka, India

• B2B Operations Lead | Driving Team Excellence & Operational Success
• With 5 years of robust experience in B2B operations, I have advanced from overseeing daily operations to leading a team of 30 skilled Linux specialists in server management. My expertise lies in talent development through structured training and mentorship, as well as in crafting efficient processes that consistently surpass key performance metrics such as SLA, MTTR, and TAT. Committed to operational excellence, I excel at fostering a collaborative, high-performance environment that delivers measurable results and drives organizational success.

Aug 2013 – Feb 2014 · 6 mos · Gurugram, Haryana, India

• Dispute Analyst
• In my role as a Dispute Analyst at American Express, I specialize in investigating and resolving complex transaction disputes, ensuring accuracy, compliance, and timely resolution. By analyzing data, identifying patterns, and collaborating with cross-functional teams, I help safeguard customer trust and maintain service excellence.
• After a short stint in Gurgaon, I made the move to Bengaluru, drawn by its vibrant energy and unbeatable weather.