Oct 2020 – Jun 2021 · 8 mos

Aug 2018 – Oct 2020 · 2 yrs 2 mos

• Administering PAN India FC operations with end-to-end cx order management; handling central team for grocery e-commerce
• Liaising with stakeholders while working as single point of contact for teams including Product, Design, Analytics, Operations, Category, Tech and Planning Team supply shock in order to trigger signals to planning team
• Communicating with stakeholders to provide RCA on each case; incorporating changes to reduce future occurrences through conducting meetings with supply chain design team and product management team
• Advising team about resize of capacity through analyzing the demand attainment front
• Managing sales including BBD, BSD, combat sale, by creating dashboard and metric visibility
• Analyzing and understanding the critical incidence and pass the impact to various stakeholder; the incidents might be technical, operational or external
• Tracking operations during picking to build reports; ensuring smooth operating through monitoring GTL & RGTL process before picking of the products
• Conducting meeting with stakeholders on weekly basis; handling daily, weekly and monthly dashboards for all the FCs
• Highlights:
• Played pivotal role in the clearance of 1935 out of 2000 totes stuck because of technical issues
• Steered the designing of manpower plan for all FC operations; analyzed IPP target & learning curve of pickers & planned capacity
• Successfully reduced the damage and totes missing issues; improved the process for RC (Return Center) area for in-warding totes and allotted FC a separate area for empty, RTO & PRTO totes

Dec 2016 – Aug 2018 · 1 yr 8 mos · Bengaluru, Karnataka, India

•  Implemented the automatic triggering of NPS(Net Promoter Score) surveys and designed the vertical wise report
• to ensure every function is aware of the VOC being the owner of NPS (Net Promoter Score) process at AJIO
•  Owned and Analyzed NDR (Non delivery report) and NPR (Non pickup report) flow which increased NPS and REX
• (Return Experience Score) by reducing delivery and return related issues faced by customer and courier conflicts.
•  Designed the system to automatically carry out IVR calling for cases where delivery and pickup attempt was
• unsuccessful thereby reducing cx operation cost by 10% and improved delivered and pickup TAT% by 1%.
•  Analyzed, Designed and revamped the monitoring model for the forward and reverse life cycle of an order along
• with proactive communication which led to the reduction of order breached, ITO by 2% and cx complaints by 1%.
•  Led the entire end to end flow and designed the system interaction flow for receiving returns at warehouse under
• different use cases which reduced refund not done cases by 20%and helped the customer to get easy refund.
•  Closed looped the process and system flow for ticket based communication between Last mile, Warehouse and cx
• service team which led to the stoppage of email as a channel to raise issues leading to greater accountability.
•  Worked closely with business and tech teams for requirement gathering, process improvement, and risk
• mitigation, coordination between different teams during UAT and post production issue management.
•  Designed the manpower and customer contact projection model and predicting it using historical data available.
•  Developed and executed the process and dashboard to measure customer facing metrics for AJIO & Trends.com.
•  Led the end to end implementation of hand to hand exchange flow which reduced in size related returns by 16%.

Aug 2015 – Dec 2016 · 1 yr 4 mos

• In charge of generating Daily, Weekly and Monthly Dashboards of Key Performance Indicators pertaining to the Customer Experience Division
• Gained in-depth knowledge of the Order Life Cycle (From Pre-Order to Post Delivery) and assisted in generating insights
• Owned the CEO Escalation (complaints about products made directly to CEO) metric by figuring out the source of complaint and analyzing trends so as to reduce the same in coming periods
• SPOC of the Customer Experience Analytics team for training of Team Leads and Customer Support Manager for usage of softwares
• My work involved conducting analysis on the various facets of the order life cycle to improve overall Customer Experience. The prime responsibilities dealt with monitoring key metrics for call agents and partners, charting ownership (logistics, sellers etc) to reduce customer hassles and conducting predictive analytics to help plan resources for various teams in Customer Experience department (O2O,Services,Refurbished etc).

Feb 2015 – Jul 2015 · 5 mos

• In charge of generating Daily, Weekly and Monthly Dashboards of Key Performance Indicators pertaining to the Customer Experience Division

Jul 2014 – Jan 2015 · 6 mos · Noida, Uttar Pradesh, India

• Worked as Business Development Manager for conducting workshops and trainings on autonomous robotics, wireless robotics, mobile control robotics , Quad copter& UAV in engineering colleges and schools across India
• Set up a robotics laboratory in one of the leading institutions in Ghaziabad
• Managing and handling multiple training projects across teams.

Jun 2013 – Nov 2013 · 5 mos · Panchkula

• Built the Korecent’s Website using Joomla(1.5) and for Back End used the Sql Tables to store the Data gathered from Website.
• Assisted Korecent’sBusiness Development which included Data maintenance of Contacts, Clients.
• Maintained existing client relations within East Africa,Canada and US through remote communication.
• Prepared excel sheets on marketing data alongside sales team

Jun 2012 – Sep 2012 · 3 mos · Panchkula

• Researched on a project on “GSM Mobile Phone Tapping by using IMSI Catcher”.
• Created our own BTS Station.
• Used the IMSI Technology to configure the modules.