Dec 2024 – Oct 2025 · 10 mos · Gurugram, Haryana, India · On-site

• Leading CX strategy and technology initiatives to enhance customer satisfaction, loyalty, and operational efficiency.
• Driving NPS improvements, AI-driven solutions, and automation to optimize workflows and elevate service quality.
• Managing CX platforms like Zendesk and leveraging data insights to enhance both customer and agent experiences.
• Collaborating cross-functionally to create seamless, technology-driven customer journeys.
• #CustomerExperience #CXStrategy #NPS #AIinCX #DigitalTransformation #CustomerLoyalty

Apr 2024 – Nov 2024 · 7 mos · Delhi, India · Hybrid

• ● As a Staff Technical Project Manager, I have indirectly managed 5 engineering
• squads with more than 50 developers, QAs and ML-Engineers for project delivery.
• ● Management of programs under the Knowledge and Platform team responsible for all internal & expert facing tools, quality platforms, content automation and AI model creation & integration.
• ● Driving cross team collaboration and dependency management for the projects
• through Jira and Jira Align
• ● Partnering with Product Owners and Engineering leaders to align with vision.
• ● Facilitating executive-level escalations, change management and risk management.
• ● Monitoring program delivery health by building Jira dashboards and communicating
• status effectively through various channels.
• ● Identifying and resolving program-level roadblocks for successful execution.
• ● Managing all scrum ceremonies as a Scrum Master for 5 squads.

Oct 2023 – Apr 2024 · 6 mos · Delhi, India · Hybrid

Jan 2022 – Oct 2023 · 1 yr 9 mos · Delhi, India · Hybrid

• As a Senior Project Manager at Chegg Inc, I work with the Knowledge and Platform Team, ensuring the successful planning and execution of tech projects at scale.

May 2021 – Jan 2022 · 8 mos · Delhi, India

• ● As a Lead of Program Management, I managed a team of 6 Program Managers who
• coordinated with all the other teams such as Admissions, Curriculum, and
• Partnerships.
• ● Setting up policies and SOPs for Programs and standardizing 70% of the processes.
• ● Managed Mentor Experience and Student Experience on the platform. With CSAT of
• 85% for Mentors and Students separately.
• ● Hired New Mentors and developed performance scores for mentors based on various
• benchmarks required during the program.
• ● Managed student’s Onboarding Process leading to activation of 90% students and
• setting up Graduation Process with a graduation rate (retention rate) of 85%.
• ● Managed and created the program schedule and kept track that all sessions are being conducted
• ● Kept track of the Student Engagement Report. Driving reviews and referrals.
• ● Community Management for students and mentors. Retaining high performing
• mentors and students throughout the program.

Nov 2018 – May 2021 · 2 yrs 6 mos · India

• ● Setting up a global support team of 12 agents spread across 3 geographies.
• ● Successfully piloting chat support and then adopting the same as full time support channel.
• ● Restructuring support team on the concept of hybrid swarm approach leading to significant improvement in support metrics.
• ● Lead to 80% improvement in First Response Time and 77% improvement in Resolution time, when compared to Q1 2020 v/s Q4 2020.
• ● Also increased the CSAT by 7% when compared to Q1 2020 v/s Q4 2020.
• ● Responsible for training all new joiners and making sure they are ramped up at the earliest.
• ● Implement staggered shifts for agents to have 24/7 coverage and also ensured that we have enough coverage on weekends.
• ● Taking up all escalations at different levels and ensuring student issues are solved. Handling BBB escalations, Bad ratings follow-ups for both website and CSAT.

Jan 2018 – Nov 2018 · 10 mos · Gurgaon, India

• Managing a operations team of 12 executives and 2 Team Leads.
• Responsible for managing 2 product lines that comprises of 9 products.
• Maintain the happiness/satisfaction index of merchants during client on boarding.
• Reducing First Response time along with the Resolution Time.
• Setting up quality analysis framework and trouble shooting framework for technical issues.
• Define processes and checkpoints for end-end product delivery for merchant.
• Working closely with product team to continuously enhance product for unique use-cases.
• Responsible for driving CSAT, NPS and reducing churn by increasing product adoption.

Jul 2017 – Jan 2018 · 6 mos

Apr 2016 – Jun 2017 · 1 yr 2 mos

• Currently working on all operational aspects of Zomato Base (An Advance Android Based POS).
• This role actively involves end to end operations management including strategy, process formulation, process improvement, project management, deployment, customer support and lead generation.
• Few things I take care off:
• Setup
• Take ownership in setting up backend content for the restaurant.
• Setting up data for inventory management for a merchant.
• Interacting with merchants to setup data points and facilitate a seamless transition to Base POS
• Consultant
• Work closely with the clients as a consultant for hardware requirements and setup.
• Understanding their restaurant's operations and suggesting the hardware setup.
• Optimizing the operational flow to iron out inefficiencies.
• Deployment
• Visiting restaurants and deploying the hardware.
• Setting up Zomato Base on the devices and making sure physical setup is done as per restaurant’s requirement.
• Training
• Training merchant’s (restaurant and corporate) staff on the use of Base.
• Query Handling
• Identifying the training gaps and making sure staff is comfortable using the new system.
• Support
• Having conversations with merchants to help them solve problems, trouble shoot the system and identify the root cause of the issue.
• Escalation of problems to various teams.
• Provide support on different channels to resolve blocking issues.
• Collating feedback about feature requests.
• Supporting tech team in testing, identifying issues and designing of front end & back end tools.

Jul 2015 – Mar 2016 · 8 mos

• At Zomato, a Senior Content Associate is an integral part of ensuring a kickass Zomato experience - spearheading the collection, organization, publication and moderation of data available to the users of Zomato.
• This role actively involves strategy, project planning, customer service and lead generation.
• A Senior Content Associate at Zomato is all about being obsessed with quality and accuracy of data.
• Responsibilities:
• Organize and publish compelling content for users to build a call-to-action platform. Focus on data accuracy, eliminate variability.
• Coordinate with internal teams to ensure data submissions are compliant with internal requirements.
• Ensure health and quality of data published across Zomato.
• Collaborate with internal teams to troubleshoot, identify data quality and process improvement opportunities.
• Plan, schedule and implement data cleanups to ensure top quality content is published and available to users. Prepare and maintain accurate documentation of processes and procedures.
• Plan and execute mass updates. Troubleshoot errors or issues in processing, if applicable.
• Prioritize work area and work on tactical initiatives relating to item records, inter-departmental processes and customer related projects.
• Engage with customers and create new sales leads through Client Interaction.
• Tap into the restaurant industry trends to offer relevant data based on new development.
• Be knowledgeable on all other operational departments and their general roles and responsibilities to ensure the ability to facilitate issues which may require engaging other department.

Oct 2014 – Jun 2015 · 8 mos

• Being a part of the core team that makes Zomato's product kickass by sourcing, curating and updating accurate restaurant related data on the website & generate leads for the sales team.
• Responsibilities:
• Collect, curate and update information about restaurants and build a strong product-base for Zomato
• Quality check the data on the website to ensure that information is accurate
• Look out for new restaurants in the city and keep the website updated
• Required to collect comprehensive information including menus and photos by visiting restaurants, as and when required
• Interact with restaurant managers/owners and generate sales leads for the sales team
• Part of the Content Associate’s role is to make sure that all the information a user requires to make a decision about their restaurant preference is available to them

May 2014 – Oct 2014 · 5 mos · Gurgaon, India

• Focus on revenue generation & meet targets by selling online recruitment solutions to the new and existing corporate clients and maintaining relationships effectively.
• Key Responsibility Areas:
• B2B Solution Selling .
• New Business s Development
• Prospecting/Providing standard and customized solutions to Clients across domains/segments.
• Handling tough negotiations/closing deals
• Setting and Managing client expectations
• Managing Client relationships