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Summary

  • IIT Bombay and IIM Calcutta alumnus with 8+ years of process excellence, customer excellence, analytics, program management and strategy experience spanning e-commerce, retail, banking & financial service
  • Expertise in leveraging data driven customer insights into conceptualization & implementation of both tech and non-tech programs driving operation excellence
  • Rich experience of managing small-mid size cross functional team (Current size: 10)

Professional Experience

2015Present

Senior Manager - Technology

Snapdeal.com - India's leading e-commerce firm
  • Managed analytics around customer & seller voice (NPS/CSAT/Complaints). Led multiple cross functional programs to address customer & seller pain points through process and system improvements 

Seller / product acquisition & catalog operation

  • Turned around company's flagship project to close assortment gap w.r.t. competition for key brands enabling larger product choices to customers:
    • Revamped project approach, and defined clear business matrix to chase. Defined monthly targets for closing assortment gap across 2,200+national brands and 15,000 brand product type for business development / category / and strategic brand alliance team. 
    • Achieved 22% sales jump from 5 lac branded new product listing in 3 months
  • Innovated and built tech solution for automating bulk catalog creation to target tail end assortment. Setup bulk listing process and operations leveraging tech, and headed 20 member team for (a) Web-scraping based listing (b) Brand/seller listing services (c) Importer listing. Achieved ~70 lac new listing contributing 2% order jump in last 2 months & another 3 Cr listing in pipeline
  • Led seller panel enhancement around cataloging process and recommendation based 'grow my business' to drive seller growth

Customer service operations

  • Worked closely with customer service operations team on customer issue tree revamp, refine issue policy engine, and reduce customer contact points. E.g. revamped process to capture product serial number in supply chain, simplified customer work flow for raising tickets etc.

Supply chain operations - Defect & cost reduction 

  • Re-hauled quality check process in supply chain, bringing more standardization and accountability through a plug and play technology platform. Setup new outward quality check process in warehouse, surprise seller audit process and X-ray machine integration to control empty complaints. Reduced product quality complaints by 20% and product liquidation cost saving by 15%
  • Spearheaded program to reduce customer policy abuse. Optimized RTO and return cost through
    customer blacklisting, bulk policy revamp, stringent refund process post product quality check, and cash
    on delivery restrictions leading to saving of Rs. ~2 Cr/Month and drop of RTO by 0.5%

Customer front-end

    • Aiming to increase sales of high rated products to drive customer experience, introduced new product quality index (PQI) across all catalog. Integrated PQI with search algorithm & restricted cash back below a threshold PQI through a policy. Achieved +6 point customer NPS movement

    20122014

    Fellow (Volunteer consultant)

    TechnoServe - Among top 5 US based NGO working towards solution to end poverty
    • As part of USAID funded business incubation and acceleration program (US$2mn) provided business mentorship to portfolio of 9 SMEs for business plan implementation; achieved 100% topline growth 
    • Led project planning and pilot for a Worldbank funded ‘Maharashtra agriculture competitiveness study’. Identified key bottlenecks in agriculture valuechains; recommended viable business models 
    20082012

    Project Manager

    i3 Consulting Private Limited - Boutique management consulting firm
    • Led ~5 member team as Engagement Manager. Also business development effort and won project
    • Established and led new service line 'process excellence'
    • Got promoted twice in a span of 2 years; managed project P&L

    Projects

    • Developed business strategy and implementation roadmap for a struggling financial services firm by studying market potential, competitive landscape, customer preferences, and capabilities.
    • For Burger King Middle East, led 4 member team on six sigma process improvement project
      • Performed As-is, Gap & To-be process assessment across major functions
      • Implemented proposed changes in collaboration with business heads and leadership
      • Realized $2 mn saving by implementing new sales forecasting & staff scheduling process
    • Improved operational performance of Customer Lifecycle Management department of a leading UAE bank through department restructuring, re-defined processes, and set KPIs/SLA; reduced ad-hoc campaigns by 30%
    20072008

    Analyst

    Grail research - member of Monitor Consulting Group
    • Enabled global decision makers with market, customer and competitive intelligence across industries

    Education

    20142015

    Post graduate diploma in management for Executives (MBA)

    Indian Institute of Management (IIM), Calcutta

    GPA 3.8/4.5

    20032007

    B. Tech - Mechanical Engineering

    Indian Institute of Technology (IIT), Bombay

    CGPA 8.6/10

    Awards and recognition

    • 'Outstanding' performance rating, 'Grow' award & "Diwali - Machate Raho" award, Snapdeal, 2016
    • Silver Medalist & Dean's merit list, IIM Calcutta, PGPEX 2015 
    • Finalist in Sammantran Consulting Case Competition organized by IIM Bangalore, 2014
    • Secured All-India Rank 511 in IIT-JEE 2003amongst top 5 percetile graduate in the batch
    • Won several accolades for sports and musical instruments