Jul 2024 – Feb 2026 · 1 yr 7 mos

• ⚫️ Launched a company-wide safety initiative, the "Safety Pledge" aimed at promoting safe riding practices. The initiative successfully reached over 3,50,000 delivery partners and was widely endorsed by the organization, being featured on the official LinkedIn page. The program gained further recognition when it was acknowledged by the Indian Road Transport Ministry and its Minister, Mr. Nitin Gadkari, underscoring its national significance.
• ⚫️ Led pan-India safety drills with local traffic police, covering 6,000+ delivery partners. Received coverage from 14+ regional newspapers and also Facebook Post mention from the Commissioner of Police - Ludhiana & Amritsar.
• ⚫️ Created data-driven safety campaign videos targeting top accident causes, generating 530K+ views across YouTube, Instagram, and in-app platforms.
• ⚫️ Drove the Smart Helmet initiative with leading OEMs, enabling tech-based detection of helmet wear and chin-strap usage to improve helmet compliance and reduce fatalities. This was also featured on the official LinkedIn page.
• ⚫️ Onboarded a Crash Detection system to monitor riding behavior and trigger automatic ambulance support during serious accidents.
• ⚫️ Managed the SOS and ambulance program on pan india level, reducing ambulance TAT from 40 minutes to 15 minutes.
• ⚫️ Introduced reflective safety flags for physically challenged delivery partners to improve visibility, closing the feedback loop via Twitter engagement.

Jul 2022 – Aug 2024 · 2 yrs 1 mo

• ⚫️ Worked on “Walker Flow” which improved system efficiency and reduced the Cost Per Order metric (CPO).
• » Optimize high-POI (Point of influence) pickups by introducing a dedicated walker model and ground-floor–only workflows, reducing BTPO by 5 mins and lowering CPO.
• » Improved delivery partner productivity and scalability at malls and multi-floor locations through process and app workflow redesign.
• ⚫️ Worked on the Delivery Partner NPS program to analyze feedback and drive experience improvements.
• » Analyzed weekly NPS responses and delivery partner feedback, categorizing insights into operational (ground-level) and product (app-level) improvement areas.
• » Collaborated with pan-India city operations teams to address delivery partner pain points and implement on-ground improvements, driving a 2.8% increase in promoters pan india level.
• » Collaborated with product teams to enhance the delivery partner app by improving feature visibility and introducing productivity-focused enhancements, resulting in a 1.4% increase in promoters.

Jan 2019 – Jul 2022 · 3 yrs 6 mos

• ⚫️ Scaled B2C customer service operations across multiple channels (voice, chat, email, and escalations), supporting high-volume customer interactions at scale.
• ⚫️ Lead and oversee 2000+ associates across multiple vendor partners (Concentrix, Teleperformance, Startek, etc.) ensuring alignment with business goals and performance standards..
• ⚫️ Streamlined operational workflows, contributing to measurable cost efficiencies while improving overall team productivity and turnaround times.
• ⚫️ Led vendor negotiations and ongoing performance management, improving service quality and achieving consistent SLA adherence above 95%.
• ⚫️ Scaled workforce readiness by hiring and onboarding 500+ advisors, maintaining a 90% training completion rate in a fast-paced operational environment.
• ⚫️ Owned 24×7 chat capacity planning for a workforce of 1,800–2,100 advisors, consistently delivering 96% schedule adherence.
• ⚫️ Acted as the primary point of coordination between operations, vendors, and service leadership, ensuring execution aligned with customer experience and business goals.
• ⚫️ Led frontline support pods across priority chat and concierge queues, driving a 15% improvement in CSAT and a 7% reduction in AHT.
• ⚫️ Conducted regular team meetings and one-on-one coaching sessions, supporting performance improvement and career progression for team members.
• ⚫️ Designed and implemented structured feedback and training programs, helping maintain strong quality, efficiency, and compliance standards across teams.
• ⚫️ Led multiple internal projects and prepared weekly and monthly productivity reports, providing actionable insights to department leadership.
• ⚫️ Oversaw hiring activities at vendor sites and partnered closely with vendor leadership to meet quality, productivity, and operational benchmarks.

Jul 2018 – Jun 2019 · 11 mos

• ⚫️ Managed a team of 30 chat support associates, driving high-quality customer interactions and consistent achievement of team KPIs (CSAT, FRT, IRT, AHT & Repeated).
• ⚫️ Revamped hiring and training processes, resulting in an 87% reduction in customer escalations.
• ⚫️ Improved email response times from 2 days to 4 hours, increasing CSAT from 38% to 71%.
• ⚫️ Optimized workforce planning and resource allocation, leading to faster response times and improved resolution efficiency

Dec 2016 – Jul 2018 · 1 yr 7 mos

• ⚫️ Providing support to the customer on Twitter.
• ⚫️ Also, used to cover Zendesk (Email Support).

Apr 2015 – Nov 2016 · 1 yr 7 mos · Noida Area, India

• ⚫️ Handling CEO & Management escalations on daily basis.
• ⚫️ Also, covering Zendesk (Email Support).
• ⚫️ Identifying the gaps of the system and rectifying the same.

Jul 2013 – Mar 2015 · 1 yr 8 mos · Noida Area, India

• ⚫️ Worked with the Inbound team to assist customers via calls while maintaining quality scores.
• ⚫️ Generated business by registering client accounts during calls.
• ⚫️ Contributed to the training team by managing OJT batches and delivering basic information along with quality sessions.