Oct 2021 – Present · 4 yrs 8 mos

Apr 2020 – Oct 2021 · 1 yr 6 mos

• Played a vital role in scaling Rapido from 10k to 450k orders/day, from 2 to 100+ cities, from 1 to 5 service offerings
• Spearheaded in launching 5 new verticals Local, Corporate, Auto, Stores and Plus which contributes 30% of GMV
• Improved WOW customer retention by 20% by using variable rewards, subscription program and cashbacks
• Reduced customer support Contact Ratio from 5% to 1.25% by introducing chatbots and reducing the problems
• Improved CSAT of customer support from 35% to 60% by introducing chat support and reducing the TAT < 5 min
• Orchestrated the light weight PWA customer app which is now part all major super apps in India
• Decreased customer cancellations by 25% thru captain incentives and cancellation charges
• Introduced the concept of PIN to mobility space to eradicate fraud rides where captain travel without customer
• Improved NPS of Customer from 15 to 45 by improving service quality and support quality

Aug 2018 – Mar 2020 · 1 yr 7 mos

• Led the strategic roadmap of the company for better visibility to multiple teams to enable smooth operations
• Reduced the TAT of Captain activation < 1hr from 3 days by introducing zero contact supply onboarding
• Introduced Redeem, an on-demand captain payout process, the first of its kind in the market with a settlement time of 60 seconds in 90% of the cases. This helped in increasing monthly retention by 50% and stood as major USP for choosing Rapido over others
• Introduced captain referral program which contributes to 40% of the acquisition
• Introduced captain Joining bonus which improved new captains retention by 30%
• Automated incentive creation for captains to reduce incentive burn by 25% and also saved 750 man hours for creation
• Played a vital role in setting up a captain care centre which handles a call volume of around 75k calls per day with a resolution TAT < 2 min for 95% of the cases.
• Reduced contact ratio of captain care centre from 20% to 15%

Jan 2017 – Jul 2018 · 1 yr 6 mos · Hyderabad Area, India

• ● Successfully led a team of product, front-end, back-end and QA in creating a diabetes management system which is being used by 150 doctors and 200k Patients.
• ● Modified existing mobile architecture to more scalable and eliminated data corruption issues which happened frequently earlier.
• ● Conceptualized and developed a scalable in-house chatbot and rule-based system which improved engagement by 50%.
• ● Working on beta version of AI powered chat engine to make our bot smarter and reduce intervention of doctors and coches.
• ● Involved in identifying funnels for user program journey and feedback journey which helped in reducing churn by 30% .
• ● Part of the product team and involved in creating product specs, technical specs, PRDs and user stories
• ● Part of the product support group which provides solutions to user problems with a TAT less than 30 mins
• ● Worked with various third party integrations Realm, AWS, PubNub, RazorPay and MPAndroidChart.

Aug 2015 – Dec 2016 · 1 yr 4 mos · Hyderabad Area, India

• Conceptualized, designed and developed PickQuick | RAPID APPLICATION DEVELOPMENT | Was in private beta with 10 clients. Used android SDK and JAVA.
• Consultant in Product design & development for Easyfix, Cloudkare, DoctorsTime, GoldBuzz and Bentowagon
• Developed android mobile applications for Easyfix, Cloudkare, DoctorsTime, GoldBuzz and Sendfast.
• Instrumental in creating wireframes, roadmaps, strategy and feature definition for our in-house product.
• Instrumental in generating a revenue of INR 20L in a span of 6 months

Mar 2014 – Aug 2015 · 1 yr 5 mos

• Headed the data analytics team towards the pro-active analysis approach from traditional reactive analytics
• Developed dust accumulation analytics on engine blade, combustor and validated against various test samples
• Prioritized possible field issues which need to be monitored based on design, operating conditions and similar engines
• Brought together different teams across globe to collect data and required information for Root Cause Analysis
• Performed sensitivity studies evaluating the impact and identified the major root cause for the failure
• Designed various possible test scenarios and evaluated them to validate assumptions and predictions
• Developed algorithms for predicting inflight shut downs and shop visits which reduced 30% in Cost to the company

Jul 2013 – Mar 2014 · 8 mos

• Took ownership of a complete Engine line to address all field issues and manufacturing defects
• Increased engine efficiency by making changes in the existing model keeping other variables and dependencies intact
• Designed roadmap for product life cycle, right from assessing the requirements to designing and testing the product
• Instrumental in taking the quick decisions and guiding the team in field services which reduced services cost
• Developed ,improved and validated various simulation models against engine test data which improved accuracy

Jun 2008 – Apr 2013 · 4 yrs 10 mos · Kharagpur, India