Sep 2020 – Dec 2022 · 2 yrs 3 mos · Bangalore Urban, Karnataka, India · On-site

• Managed a team of 25, overseeing end-to-end customer operations.
• Improved CSAT from ~60% to 97% by optimizing support across email, calls, social media, and escalation channels.
• Automated refund processes via AI chatbots, increasing prepaid conversions and reducing monthly refunds by 8-9%.
• Boosted customer retention to ~43% and established a loyal customer base.
• Developed SOPs for Inbound, Email, and Social media support from scratch, setup key performance metrics such as FRT, ART, FCR, CSAT and TPA.
• Analysed customer insights to shape product strategies and enhance engagement.

Aug 2019 – Sep 2020 · 1 yr 1 mo · Bengaluru Area, India

• Led CX operations across India, Malaysia, and China. Established SOPs, and support teams for email, payments, and social media escalation.
• Conducted weekly CX reviews with leadership, managing budgets and vendor negotiations.
• Defined KPIs, KRAs, and OKRs, improving team performance and scalability through daily scrums.
• Streamlined multi-channel support (Email, WhatsApp, Social Media), enhancing productivity and adherence to SLAs.
• Implemented NPS metrics, automation, and playbooks to optimize customer interactions and drive satisfaction.

Mar 2019 – Aug 2019 · 5 mos · Bengaluru Area, India · On-site

• Oversaw a 25-member B2B investigation team, streamlining supply chain and operational workflows by establishing KPIs, conducting audits, and reducing retailer resolution turnaround time from 15 to 7 minutes.
• Directed hiring, training, roster planning, and performance assessments while supervising escalations across social media, CRM, and Dispatch Monitoring Team (DMT) channels.
• Developed and enforced SOPs aligned with SLA and TAT standards, performing root cause analysis (RCA) on reseller account actions to resolve grievances and optimise workflows.
• Enhanced inventory, returns, payments, and reseller flagging/unflagging through purchasing behaviour analysis and strategic business matrix application, while managing rostering, shrinkage, and performance-based variable pay assessments.

Sep 2018 – Mar 2019 · 6 mos · Bengaluru, Karnataka, India · On-site

• •Launched India’s first Quick-commerce platform for fresh produce, enabling on-demand delivery of perishables and providing consumers with quick access to premium fresh products. Introduced innovative offerings, including fresh cuts and healthy snacks, catering to the growing market of health-conscious buyers.

Jun 2017 – Sep 2018 · 1 yr 3 mos · Bengaluru Area, India · On-site

• Managed and scaled a team from 3 to 27 Associates and Senior Associates, driving operational excellence and high-performance culture.
• Built from scratch and oversaw B2B customer experience, establishing robust escalation channels across Play Store reviews, Twitter, Facebook, national consumer forums, and L2/L3 support processes to ensure timely issue resolution.
• Developed and implemented comprehensive SOPs, defined KRAs/KPIs, conducted quality audits, and delivered daily performance reviews to ensure team alignment and operational efficiency.
• Led root cause analysis (RCA) initiatives to identify and resolve recurring issues, managed reseller payments, returns, and flagging strategies through data-driven insights, significantly improving resolution times and customer satisfaction metrics.

May 2015 – Jan 2017 · 1 yr 8 mos · Bengaluru Area, India

• Promoted to Social Media Specialist; drove brand engagement, content creation, and customer interaction across multiple platforms. Managed CEO and official Flipkart social media accounts, ensuring consistent messaging, compliance, and brand integrity.
• Collaborated with Legal and cross-functional teams to resolve L2/L3 escalations and deliver an impactful customer experience.

Apr 2014 – May 2015 · 1 yr 1 mo · Bengaluru Area, India

• • Joined Flipkart as Senior Consultant – Large Category, optimising delivery, reporting, and post-sales coordination to enhance operational efficiency.