Sep 2025 – Present · 9 mos · India · Remote

• "Customer Experience Consultant and GLG Expert with a passion for solving complex business challenges through design thinking, process optimization, and people-centric strategy.Over the past decade, I’ve led large-scale customer experience and operations functions across high-growth startups and enterprises including Zepto, StarQuik (A Tata Enterprise), and Pepperfry.
• My consulting work focuses on helping D2C and services brands build scalable, frictionless customer journeys—combining operational excellence with behavioural insight.
• As part of the GLG Expert Network, I collaborate with global clients, consulting firms, and investors to share practical perspectives on customer operations, contact center transformation, and CX technology adoption.My approach is rooted in empathy, systems thinking, and execution discipline—turning customer feedback into structured improvement frameworks that drive efficiency, retention, and delight."

Apr 2024 – Aug 2025 · 1 yr 4 mos

• Problem Solver – Supply (First Mile & Last Mile) | Process Automation & Optimization Expert 🚀
• Regional Head - South and West for 80 Super Stores, responsible
• for driving metrics such as inventory health of 95% and fill rate of
• 99%. Store launches with adequate manpower sourcing for the first
• and last mile. Investor visits to assess readiness for stores.
• Coordinated with the SLP team to draw up the SOP for shrinkage,
• ensure the smooth functioning of the store, and take preemptive
• measures for any IR issues.
• Zepto Pharma CX - I spearheaded the end-to-end establishment of a scaled Contact Center, engineering the seamless integration of CRM platforms, telephony infrastructure, workforce optimization, and compliance frameworks to manage high-volume patient and customer interactions with a “Call Within 10 Seconds” benchmark. I conceptualized and launched a pioneering Pre-Order Doctor Consultation model, enhancing patient experience by streamlining prescription validation and accelerating conversion cycles. I also led vendor identification, evaluation, and high-stakes negotiations with Doctor-on-Call partners, achieving cost efficiency while ensuring adherence to stringent healthcare regulations and SLAs. In parallel, I instituted comprehensive SOPs for operational excellence, quality assurance, escalation management, and data security, thereby establishing a resilient and scalable service delivery architecture.

Oct 2023 – Mar 2024 · 5 mos

• Last Mile CX Head - Streamlined last-mile CX support for Zepton
• Fleet and implemented CRM and self-help measures to improve
• resolution time, CSAT, and attrition by 1.7% with the help of
• proactive communication and instant gratification for any process
• deviation. Set up the recruitment of Zeptons through CX calling to
• improve efficiency and FL from 1.5 to 2.7 contact centre
• involvement.
• Solved further complex problems of defects with AI intervention in
• RTO, triage for associates and delivery partners, fraud signal
• formations, and integration with CRM for informed decision-making
• based on data science insights. Designed dashboards for real-time
• governance on key metrics and visibility for organisational-level
• consumption, providing granular and deep-dive insights for contact
• rate, defect rate, fraud, and customer karma, to enable programme
• managers across cross-functional stakeholders to drive improvement
• effectively and on a real-time basis

Oct 2022 – Sep 2023 · 11 mos

• Led the implementation of a customised CRM to support growth from
• 1,000 to 100,000 daily interactions within 90 days. Designed CX and
• chatbot flows for phased roll-out, achieving fast fails within six
• months, with a focus on automation. Integrated SCM and CX
• systems to streamline data access for associates, improving defect
• rates by 15%, and resolution times by 25%.
• Automated image validation and order tracking through AI-enabled
• chatbot features for standardised real-time customer support and
• automation of 60% of interactions. Improved productivity by 30%
• with innovative design flows for associates, and made it easier by
• implementing an AI decision-based LMS that was used and
• monitored on a real-time basis for continuous improvement and high
• governance modules on the Pareto of contact reasons.

Nov 2021 – Oct 2022 · 11 mos

• Scaled CX operations from 10 FTE to 600 FTE by implementing
• effective hiring practices, including recruitment partnerships and
• virtual training setups. Introduced speed metrics such as Speed of
• Answer, Resolution Time, and others to evaluate performance.
• Drafted SOPs and designed frameworks for Refunds, Returns, and
• Quality of Interaction. Initiated daily stand-up calls for Product,
• Operations, and Dark Store/Last Mile defects improvement to
• enhance customer experience.
• Partner Management - Managed end-to-end CX vendor management
• including RFP, shortlisting, onboarding, SLA setup, and performance
• governance; collaborated cross-functionally to drive CSAT,
• streamline escalation handling, and ensure omnichannel support
• excellence across voice, email, and chat.

Jul 2019 – Dec 2021 · 2 yrs 5 mos

Oct 2017 – Jul 2019 · 1 yr 9 mos

Feb 2015 – Sep 2017 · 2 yrs 7 mos

Jan 2014 – Feb 2015 · 1 yr 1 mo · Mumbai Area, India

Oct 2011 – Dec 2013 · 2 yrs 2 mos · Mumbai Area, India