Jun 2022 – Feb 2025 · 2 yrs 8 mos · Gurugram, Haryana, India

• Identified key pain points through in-depth analysis of user journeys, implementing targeted solutions that reduced support ticket volume by 70% and improved NPS from mid-30s to a consistent 85+.
• Analyzed conversion funnels to pinpoint bottlenecks, achieving a 3-4% increase in user conversion rates and improved ROI on product features.
• Optimized operations by implementing data-informed automation, enhanced visibility through advanced dashboards, and a blended in-house/outsourced support structure.
• Implemented Gen AI-driven self-service capabilities, resulting in a 60% improvement in query resolution speed.
• Streamlined the KYC readiness by thoroughly analyzing the KYC process, identifying key inefficiencies, and implementing targeted improvements, achieving a 75% reduction in completion time.
• Proactively mitigated potential issues using predictive analytics, leading to a reduction in recurring complaints and a 3% boost in incremental revenue.
• Mentored teams on data interpretation and application, fostering a culture of analytical rigor and enabling data-driven decision-making across customer experience (CX) operations.
• Recognized by Freshdesk for our outstanding performance in the Fintech CX space! Our excellence in customer experience metrics were acknowledged for innovative uses of Freshdesk's platform.

Apr 2020 – Apr 2022 · 2 yrs

• Delivered multi-regional P&L and operational excellence, driving revenue growth in North & East India while maintaining 75% customer satisfaction and meeting regional performance targets.
• Launched and scaled the Zoomcar Host Program in Delhi and Kolkata, onboarding 1,500+ cars within first two months, exceeding targets, and expanding the program to Tier 2 and 3 cities.
• Transformed customer operations by leveraging data analytics to inform strategic interventions, resulting in an 80% increase in customer satisfaction and over 100% in revenue growth YoY.
• Utilized data analysis to address customer engagement challenges, yielding a 50% increase in user retention and enhancing the overall user journey.
• Drilled into data-driven insights to improve user experience and streamline operations, achieving 100% growth in annual revenue, valued at over 500 Cr.
• Successfully led multi-city launches for Zoomcar, implementing go-to-market strategies that drove 100% revenue growth in regional locations.
• Spearheaded Pedl's operations, boosting adoption and optimizing efficiency through data-driven insights.
• Designed and implemented scalable operational processes, enabling rapid regional expansion and ensuring consistent service quality across diverse markets.
• Collaborated closely with cross-functional teams to develop product and service enhancements, directly impacting customer experience and revenue growth.
• Spearheaded business growth and operational success at Zoomcar, earning the Eureka Award for Excellent Performer of the Year with over a 100% increase in topline revenue.

Apr 2018 – Mar 2020 · 1 yr 11 mos

Feb 2015 – Mar 2018 · 3 yrs 1 mo

Feb 2014 – Feb 2015 · 1 yr · Gurgaon, India

May 2013 – Feb 2014 · 9 mos · New Delhi Area, India

May 2012 – Jul 2012 · 2 mos · Noida Area, India

Aug 2009 – Jul 2011 · 1 yr 11 mos

• Responsible for Quality maintenance and assurance for a leading Fortune 500 Company in telecom domain.
• Understanding the Business and Functional requirements and creating different scenarios possible to cover all the requirements
• Log defects and ensure quality and accuracy of IVR system.
• Interact with client’s engineers and management on a daily basis to ensure clarity and completeness of all the deliverables.
• Achievements and Recognition :
• Secured 4.96/5.00 CGPA in training.
• Won BRAVO award for hard work and dedication towards the project. Completed the project when the requirements were handed over by the client at the last moment.
• Member of the team winning “PLATINA TEAM AWARD”.

Jun 2008 – Jul 2008 · 1 mo · Noida Area, India

• Study and testing of software: CAS (Customer aquisition System ) Loan Management System- A product of Nucleus Softwares.