Mar 2022 – Jun 2022 · 3 mos · On-site

• Volunteer for the LinkedIn Marketing team.
• Curated & coordinated 10+ posts related to employee branding which brought in 1000+ impressions, along with 5000+ views

Aug 2021 – Jul 2023 · 1 yr 11 mos · On-site

• 1) Primary owner of the customer post-shopping journey, prioritizing exemplary customer experience, cost optimization, & brand value.
• 2) Led cross-functional teams of 10+ members, to a successful implementation of 15+ small to medium projects.
• 3) Spearheaded the concept-to-launch of initiatives aimed at addressing customer grievances, achieving a target of less than 5% monthly orders with issues & ensuring refunds worth < 1.5% of total sales value.
• KEY PROJECTS
• Recycling Initiative (Delivery Bags & Tetra Paks)
• 1) Spearheaded the end-to-end development & launch of Industry’s 1st recycling feature on an e-commerce platform, enabling users to raise a request to pick-up unused Delivery Bags/Tetra Paks for recycling.
• 2) Successfully eliminated 75+ monthly social media escalations, while gaining 15+ organic shoutouts from satisfied customers & gained media coverage through 10+ media outlets.
• 3) Currently receiving ~20,000 monthly requests resulting in ~4200 kgs/month of plastic recycled, without any logistical costs. Additionally received appreciation on social media from the CEO of the firm.
• Customer Issue Management System - CIMS (In-house CRM tool)
• 1) Conceptualized a CRM tool from scratch to be used by 350+ internal users, aimed at a ~25% reduction in customer issue resolution time.
• 2) Designed & created over 25 wireframes & 25 data flow diagrams to visualize the system's structure & functionality. Delivered the same in 10 comprehensive PRD’s to the tech team.
• Miscellaneous
• 1) Integrated MB systems with Clevertap, enabling business teams to run 100+ monthly offers on dynamically changing customer cohorts. Cutting down manual effort of ~80 man-hours/month.
• 2) Saved user effort of ~412 man-hours monthly by curating logic which led to 52% of overall order related customer tickets getting auto-resolved.
• 3) Re-worked the user education journey for the non-contactable reverse logistics, improving successful reverse-pickup of products by 18%

Dec 2020 – Jul 2021 · 7 mos

• Responsibilities and related impacts
• 1) Owner of the end-to-end customer transaction journey including price acceptance, customer payments to ownership transference. Primarily working towards exemplary customer experience, revenue generation and cost optimization.
• 2) Managed teams of 5+ development, engineering, design and business stakeholders in all phases of custom product solutions delivery (from requirements gathering through build, test phases, QA, launch and support) .
• 3) Contributed in business growth to 3X value (5k to 15k monthly C2B procurements) during the tenure by driving customer experience initiatives for PAN India transactions yielding an ~38% improvement of NPS score.
• 4) Managed concept-to-launch of initiatives solving customer grievances, reducing customer grievances by ~53% in 18 months ( pre-covid ) and again by ~70% in 9 months ( post-covid ).
• [% = base of monthly cars procured]*
• Key Projects :
• 1) Devised & deployed the post-negotiation customer journey for Doorstep Car Procurement from scratch.
• Contributed ~38% of monthly cars bought by Cars24. (June’21)
• 2) Conceptualized & launched the Instant-Payment feature, enabling customer payments concurrent to car pickup by working in collaboration with Locus & DriveU generating ~3% of monthly revenue.(June’21)
• 3) Working in synergy with Equifax, created the Early Warning System(EWS), a feature to flag cars with linked loans. It enabled accurate evaluation of cars bailing out business losses of ~35 lakhs per month.
• 4) Designed to disburse Automatic Customer payments driven by system intelligence, partnered with Kotak Mahindra bank & Yes Bank using penny drop method. Resulting in ~3 secs of average payment TAT.
• Resource cost was reduced to 1/4th of the pre-feature value achieved by eliminating manual effort of ~432 weekly man-hours, enabled by 93% adoption rate by the customers.

Sep 2018 – Nov 2020 · 2 yrs 2 mos

• Primarily working towards providing seamless customer experience to car sellers.
• Simultaneously worked on revenue generation and cost optimization.
• Also owned processed that involved improving operational efficiency, accuracy of quality check assurance, swift hassle free payments.
• Managed a team of 5+ engineers, handling the development of core internal products like “Admin Panel” and “DMS app” reducing the customer's document verification journey by ~27%
• 1) Uphold customer experience by enabling relevant customer communications on SMS, Email and Whatsapp during transaction journey of the customer

Jul 2018 – Sep 2018 · 2 mos

Mar 2018 – Dec 2018 · 9 mos

Mar 2017 – Jun 2017 · 3 mos

• Worked on products, given as projects by the firm which Applied the concepts of IoT to develop "Smarter every-day Objects"
• Description
• 1) Hands on, product based experience on using micro-controllers (arduino, Node MCU) and sensors (IR, UV, LDR Bluetooth sensor etc) including ideation, conceptualisation, development and delopyement.
• 2)Hands on, product based experience on programming micro-controllers using Embedded C.
• 3) Hands on experience in developing small scale mobile applications, using MIT App Inventor.
• 4) Experience in creating Technical Reports of the projects
• Technologies Used : Embedded C, MQTT, AMPQ, Port Forwarding, Sensors and Micro-controllers