Nov 2023 – Jan 2024 · 2 mos

• Explored D2C world around Millet based products.

Sep 2023 – Oct 2023 · 1 mo

Jul 2022 – Aug 2023 · 1 yr 1 mo

• Analyzed order stress settings to find optimal points with minimum Order loss to reduce customer care load, Cancellation, delays, and store stress for better CX experience.
• Strategized basic structure for Query to Cart RCAs by categorizing them into Availability, Assortment and Search relevance and setup processes with different stakeholders for actioning leading to 2% improvement in a short span of time.
• Got Point promised delivery time launched pan India instead of Range delivery time.
• Regular RCA of eNPS based on multiple parameters to get actionable insights.

Jun 2021 – Jul 2022 · 1 yr 1 mo

• Identified customers' pain points and resolved the issues upstream to grow customer satisfaction on the platform. Customer complaints dropped by 40%
• Worked with multiple stakeholders across different verticals to plug the loopholes through better SOPs /new policies and improve the efficiency of the business processes.
• Visited the stores to assess the efficacy of policies & made multiple product launches from the experiments conducted at stores.

Jan 2021 – May 2021 · 4 mos

• Devised basic tiers to setup AirAsia loyalty program by examining repeat purchase behavior
• Fastened Cargo team review by designing KPIs & publishing insights for weekly CXO update
• Built multiple tableau dashboards and their implementation across AirAsia

May 2020 – Dec 2020 · 7 mos

• Conducted analysis on attachment rate, frequent flier identification, payment analysis,Customer travel type, Plan B, etc.
• Performed comparative A/B testing of campaigns and generated insights
• Created a regression model to predict the number of bookings given the amount spent with 87 % accuracy, using marketing spend behavior to bring actionable insights for optimizing marketing spend to increase ROI

Jun 2018 – May 2020 · 1 yr 11 mos

Jan 2015 – Jul 2015 · 6 mos · IIT Roorkee

• Founded and built an online market place aiming at high-quality bakery products with home delivery