Sep 2020 – Nov 2021 · 1 yr 2 mos · Bengaluru, Karnataka, India

Jun 2020 – Sep 2020 · 3 mos

Apr 2019 – May 2020 · 1 yr 1 mo

Apr 2017 – Mar 2019 · 1 yr 11 mos

Jun 2016 – Mar 2017 · 9 mos

Apr 2015 – May 2016 · 1 yr 1 mo · Mumbai Area, India

• Responsible for all the Customer Service Products
• Drove the capabilities which enabled Hopscotch to move from Single to Multiple centres for Customer Support Team
• Improved the Customer Satisfaction Score(CSAT) from 30% to 77% (Highest ever since Sept 2015)
• Conceptualized & executed internal CRM tools like "Single-view of a Customer", which increases efficiency and ensures easy availability of customer related information for Customer Service team
• Designed the self-serve Help Center
• Improving the Overall Customer Experience for Returns, Replacements & Refunds
• Automated processes for the entire Order Return lifecycle, thereby reducing the time to process a return by 18.14% and reduction in the number of delayed reverse pickups
• Reduced the cycle time of refunds from 14 days to 24 hours
• Designed flows for user returns & replacements on all platforms
• Building internal dashboards to identify possible customer fraudulent activities
• Introduced several features for Operations team like Inwarding of goods, Order Splitting mechanism, MRP labels etc.
• Exposure to supply chain (inbound, warehouse & outbound), order management and cancellations flows

Apr 2014 – Jun 2014 · 2 mos · Bangalore

• Worked on an internal consulting project to help Juniper Networks adapt its product strategy for the Small and Medium Enterprises (SMEs) in cloud centric evolution of networking industry
• Recommended for full-time hiring with the firm
• Conducted market research to better understand the changing needs of the SME market
• Made models for predicting future IT costs for SMEs
• Performed need-gap analysis of 5 need categories of SMEs
• Suggested 3 recommendations to tackle the SME market

Feb 2013 – Jun 2013 · 4 mos · Bangalore

• Worked as a part of Amazon Competitive Monitoring team under Amazon AppStore
• Established the OBIEE Reports System for the team
• Kick-started, ramped-up and bootstrapped the audit team of 3 people since inception and oversaw their progress throughout the result validation process
• Led the team to process apps with 42.86% higher efficiency

May 2011 – Jul 2011 · 2 mos · Gandhinagar

• - Completed a project on setting up basic cloud environment using Eucalyptus open source