Feb 2023 – Aug 2024 · 1 yr 6 mos

• Successfully managed a diverse team of support experts, team leads, and quality analyst setting
• clear performance expectations and conducting regular performance reviews.
• Led and executed projects focusing on optimizing Chat bot flows, IVR Call flows, and end-to-end
• customer life cycle communications, resulting in streamlined processes and improved customer
• interactions.
• Utilized support tools such as Fresh desk, Fresh Chat, Gupshup, and Knowlarity to efficiently manage
• customer inquiries while ensuring cost-effectiveness.
• Implemented proactive strategies, resulting in a remarkable reduction of contact rates from 37% to 11%
• through effective communication and issue resolution.
• Addressed prolonged customer support response times by identifying bottlenecks, streamlining
• communication channels, optimizing agent workloads, and automating repetitive tasks, leading to a
• substantial improvement in response time from 5 minutes to <40 seconds.
• Enhanced first contact resolution rate from 56% to an outstanding 89% by conducting in-depth analysis, implementing targeted training programs, and refining escalation procedures.
• Optimized customer feedback analysis through Voice of the Customer (VOC) projects, establishing a
• structured approach for categorizing feedback, and implementing action plans based on feedback trends.
• Conducted comprehensive data analysis and created dashboards to track support tickets, agent
• performance, and CSAT data, resulting in a notable increase in CSAT from 3.12 to 4.04 within a span
• of 3 months.
• Managed head count planning in collaboration with support head, focusing on quarterly head count
• planning and utilization plans.

Sep 2021 – Feb 2023 · 1 yr 5 mos

• Developed and maintained strong relationships with key clients, including Rapido, Uber, Dunzo, Blinkit,
• Amazon, and Porter. Focused on fostering trust and ensuring effective communication for long-term
• partnerships.
• Implemented defined processes, incorporating client-defined TAT for onboarding and support ticket
• resolution. Conducted regular cadence callswith client POCsto ensure ongoing effective communication.
• Elevated Rapido placements to an all-time high, increasing from 2.8k to 5k placements in just 5 months
• by making the onboarding process as simple as possible for our vendors.
• Conducted thorough analysis of client accounts, assessing needs, performance, and preferences.
• Formulated long-term strategic plans for client account development based on business strategies.
• Designed and proposed incentive plans for vendorsand revenue structures for clients. Aligned plans with business requirements to drive desired behaviors and revenue generation.
• Led dataanalysis initiatives, examining revenueand client performance. Worked on multiple projectsand
• experiments to enhance the rider funnel and increase overall revenue.
• Prepared staffing forecasts based on demand, ensuring effective resource allocation. Monitored market
• trends and seasonality, making strategic adjustments to remain competitive.
• Responsible for preparing accurate and professional invoices for clients, ensuring precise handling of
• billing and financial aspects.

Sep 2020 – Aug 2021 · 11 mos

• Involved in developing and implementing scalable processes aimed at improving the overall efficiency
• of your team. These processes likely helped me streamline operations, reduce errors, and save time and
• resources.
• Initiatives to increase the number of partner onboardings and revenue. Achievement of scaling up the
• Applications to Placement rate from 2% to 38%. This was achieved through creating SOP’s, language to
• agent mapping, and QA.
• Monitored the daily,weekly,andmonthly performance of yourteam.This proactiveapproach allowed you
• to identify areas for improvement and take appropriate actions to enhance team performance.
• Built and automated dashboards to track key performance metrics such as revenue, onboardings,
• placements, and other performance indicators. These dashboards likely provided real-time insights,
• enabling data-driven decision-making.
• Engaged in experimentation to achieve process optimisation. A/B testing and other methods were likely
• used to test different process variations and identify the most effective approaches.

Feb 2020 – Sep 2020 · 7 mos

• Managed one of the largest supply chain vendors in Bangalore, which consisted of 110 vendors. This
• involved establishing and maintaining relationships with vendors to ensure a reliable and efficient supply
• of cars and autos for Uber's services in the city.
• Played a pivotal role in scaling up the business by designing and implementing incentive and payout
• structures, processes and tools specifically for Uber's car and auto supply operations in Bangalore.
• This includes strategies for expanding the vendor network showing real time performance for vendors,
• prioritising leads from top performing vendors, providing special incentive plans.
• Responsibleformonitoring the vendorToffand riderlife cycle performanceand vendor cost.Reviewed the
• performance of Key Account Managers. This involved setting performance metrics, providing guidance
• on new processes, and facilitating their professional development.
• In addition to performance oversight, guidedKeyAccount Managers on business development initiatives,
• in identifying growth opportunities and strategies to enhance the relationship with key vendors.

Aug 2018 – Jan 2020 · 1 yr 5 mos

• Responsible for overseeing the day-to-day operations related to partner on-boarding and delivery MSP
• programs for Bangalore city. This involved coordinating the process through various channels and
• ensuring a smooth and efficient on-boarding experience.
• Actively worked on optimising the on-boarding process based on the evolving needs of the business.
• This involved streamlining workflows, reducing bottlenecks, and improving overall efficiency.
• Took charge of training for both new and existing employees, developing training materials, and
• creating Sops. This is crucial for maintaining consistency and quality in operations.
• As a team lead, I was responsible for motivating my team and conducting performance reviews.
• Prepared data analysis and generated reports on team performance. This data-driven approach likely
• helped in making informed decisions and tracking progress.

Mar 2018 – Jun 2018 · 3 mos

Jul 2017 – Sep 2017 · 2 mos