Apr 2022 – Jul 2024 · 2 yrs 3 mos · Bengaluru, Karnataka, India · On-site

• ● Led Paid Account Management business
• ● [Strategy Design for Sellers Growth]: Developed strategic plans and initiatives to drive growth and expansion for suppliers.
• ● [PnL Management]: Managed the profit and loss (PnL) of paid key account management and other new seller services projects by analyzing financial data, monitoring revenue and expenses, and implementing strategies to maximize profitability.
• ● [SOPs design for pilot projects]: Developed SOPs for pilot projects, ensuring efficient and consistent operations. Capable of documenting and implementing best practices, optimizing processes, and driving operational excellence.
• ● [Operations]: Managed operations at multiple Meesho partner organizations.
• ● [Analytics]: Analyzing metrics, identifying improvement opportunities, and implementing strategies to enhance supplier satisfaction and performance.

May 2021 – Apr 2022 · 11 mos · Bengaluru, Karnataka, India · On-site

• ● User Engagement: Led user engagement initiatives to enhance customer satisfaction and loyalty.
• ● SAAS: Successfully integrated SAAS solutions into business operations, improving efficiency and productivity.
• ● DLT / IVR Management: Managed DLT (Distributed Ledger Technology) and IVR (Interactive Voice Response) systems for streamlined operations.
• ● Automation & Compliance: Implemented automation and compliance measures to optimize processes and ensure regulatory adherence.
• ● Policy Design & SOP Implementation: Designed policies and implemented SOPs to standardize operations and improve overall efficiency.
• ● Supply Chain & Brand Management: Oversaw supply chain and brand management activities, ensuring smooth logistics and maintaining brand integrity.
• ● CX strategy & Design: Developed and executed CX (Customer Experience) strategies to enhance customer satisfaction and drive loyalty.
• ● Catalog & Pricing: Managed catalog and pricing processes, ensuring accurate and competitive product offerings.
• ● PnL: Responsible for PnL management, monitoring financial performance and implementing strategies for profitability.
• ● WareHouse Management: Oversaw warehouse management operations, ensuring efficient inventory management and timely order fulfillment.

Aug 2019 – May 2021 · 1 yr 9 mos

• ● Managed the Flipkart Premium seller support channel, ensuring high-quality customer service and satisfaction.
• ● Implemented process corrections to optimize workflows and improve operational efficiency.
• ● Prepared and delivered weekly, monthly, and quarterly data presentations to track performance and identify areas for improvement.
• ● Led and supervised a team, providing effective people management and fostering a positive work 5. environment.
• ● Implemented automation solutions to streamline processes and improve productivity.

Jul 2018 – Jul 2019 · 1 yr

• ● Managed the Flipkart Escalation Desk, handling customer escalations and ensuring timely resolution of issues.
• ● Established and optimized processes, implementing necessary corrections and product fixes for improved efficiency.
• ● Conducted training and development programs to enhance the skills and knowledge of team members.
• ● Prepared and delivered WBR (Weekly Business Review), MBR (Monthly Business Review), and QBR (Quarterly Business Review) presentations to stakeholders.
• ● Provided effective people management, fostering a positive team environment and supporting team members.

Oct 2017 – Jun 2018 · 8 mos

• ● Resolved higher-level escalations, addressing complex issues and ensuring customer satisfaction.
• ● Set up new processes to improve operational efficiency and effectiveness.
• ● Conducted training and development programs to enhance the skills and knowledge of team members.

May 2016 – Sep 2017 · 1 yr 4 mos

• ● Successfully resolved Flipkart seller queries through email and phone communications.
• ● Provided prompt and accurate assistance to sellers, addressing their concerns and ensuring customer satisfaction.

Nov 2015 – Feb 2016 · 3 mos · Delhi, India · On-site

• ● Managed web hosting services, ensuring the smooth functioning and performance of websites.
• ● Handled server administration tasks, including setup, configuration, and troubleshooting.
• ● Monitored server resources and resolved any hosting-related issues.
• ● Collaborated with clients to address their hosting needs and provide technical support.

Jul 2014 – Nov 2015 · 1 yr 4 mos · New Delhi, Delhi, India · On-site

• ● Provided technical assistance, specializing in Sony Bravia and Sony Vaio products.
• ● Acted as a Remote Desktop Expert, assisting remote troubleshooting and issue resolution.
• ● Served as an Escalation Expert, handling escalated cases
• ● Identified and reported bugs and issues in Sony products, collaborating with the Sony Singapore Technical team for resolution.