Working with global clients to define their product strategy & build roadmaps for digital transformation​ - Revamping CX support channel (Chat & Voice) for a global luxury retail client (20+ brands) present across 5 continents, 10+ languages & 200+ TFNs as part of a $XXMn CCaaS transformation initiative Enabling retail client’s globally consolidated self-serve via Amazon Connect backed GenAI based Conversational Virtual Assistant for customers & Agent Assist capabilities for agents to reduce contacts by 40% through detailed product discovery, design & implementation ​ - Led a team of 4 to create a telephony & notification revamp roadmap for US Utilities client (using Genesys) to reduce HC by ~25% over 2-year period via IVR, call intent, FCR, Repeat & AHT analysis Created a cost benefit matrix across people, process & technology for the utility client to enable prioritization & implementation across IVR, proactive notifications & website automations - Developed business case model for a Riyadh based real estate client for a Sales Operation Solution via CRM Transformation improving revenue by $250Mn and cost by $25M over a 5-year horizon - Benchmarked industry KPIs for a defense client to unlock ROI from CRM implementation

Product manager at Cleartrip for designing, launching & scaling Chat capabilities for >1 Mn MAU. Aim was to deflect customer queries through bot, make Cleartrip a chat first organisation & minimizing human intervention requirement for customer queries Setting up & driving customer support team’s omnichannel product roadmap through customer's and agent’s pain point mapping, user requirement definition & product development. Reduced bottom-line CX cost by 11%+ in FY24 by strategic tech investments & agent side optimisation Managing a team of 4 for Salesforce side development, optimizations & automations to improve CRM ticketing & routing capabilities. Optimised data storage architecture & space requirement by ~45% YoY Responsible for driving process and tech excellence for hotel and payments POD. Drove reduction of hotel service denials by 90% and payments related customer contacts by 20%. Reduced losses by customer frauds by ~2 INR crore & also led to operational efficiency by another ~3 crore INR

Responsible for managing customer experience (strategy & excellence) for Hotel, Buses & new business initiatives. Also managing customer experience for payments & refunds & all offers on Cleartrip and Flipkart Travel - Improved 2 hour hotel check-in related contact closure from 25% to 90% - 10% reduction in overall Cleartrip customer contacts - CX executive led cross selling to customers for bringing incremental ~5 crore GMV per year - Launched Buses with customer centric policies leading to 80%+ issue closure in 2 hours & 90%+ closure in 24 hours with ~43% contact reduction within 2 months of launch - Restructured & simplified offer constructs communication to customers resulting in 75%+ customer contact reduction & improved experience

Responsible for identifying customer pain points & pre/post purchase needs to come up with potential value added service offerings for HouseHold and HomeImprovementTools category customers - Launched Product Exchange for pressure cooker and gas stove verticals leading to ~5% incremental annual GMV - Launched Extended Warranty for HomeTools leading to bottom-line improvement

Responsible for managing 300cr+ annual revenue category of cleaning & lighting - Improved unbranded market share against competitor for the clusters - Led pricing & selection improvement tracks for the super-category against upcoming competitors - Responsible for ensuring inventory buildup for festive sales (TBBD'21) as per demand plan - Understood user journey & user demand to develop category landing page for Cleaning cluster basis category & customer nuances

- Worked across different supply chains improving inventory placement, SLA & NPS - Managed different speed improvement projects like 24hr delivery (130% increased conversion), D0 delivery & Hyperlocal (Quick) for Large Appliances - Managed platform serviceability 65% D0 closures), aided in network expansion & worked on reducing returns & cost for high SLA orders - Improved delivery SLA by 33% for small appliances, helped scaleup Ekart to 25% more pincodes for large appliances

Founding member of Flipkart Wholesale (B2B) - Ideated 3 tiered loyalty program for Flipkart Wholesale and created a P&L impact model for the same - Program managed GST invoice launch on Flipkart retail for business and O&I customers (Flipkart Business) leading to a 4%+ incremental GMV for the platform - Managed a 15 person sales team & scaled-up customer onboarding and sales by 2.5x by identifying process gaps, curating SOPs, creatng manual CRM using Google sheets - Owned analytics & reporting for sales team at Flipkart Wholesale - Redesigned training module for incoming sales team & formulated long-term L&D for them

Responsible for creating an E2E cataloging process for Cross Border Trade in Flipkart Marketplace by doing competitor benchmarking, creating SOPs & running proof of concept. Successfully did a proof of concept, made scalable cataloging process & scaled productivity by 6x at 70% cost efficiency Strategized long-term product strategy for scaling up the business & received a Best Intern award & Pre Placement Offer for the work from the CHRO