Senior Manager Customer Experience

• Jan 2023 - Present

Lead - Buisness Operations

• Apr 2022 - Dec 2022

Scaled up inventory handling capacity for Mobile & Consumer Accessories division by 90% Oversaw supply planning and enhanced our plan vs achievement by working with brand sourcing teams Aligned the suppliers to forward deploy their inventory to all the FC's to enhance regional fulfillment & delivery speed Applied system automations & process improvements to streamline returns process Reduced Slow moving inventory by working with demand to create specific sell‑out drives Client Support, ensured the timely release of purchase orders, payouts, dispute resolution

Program Manager - L&D

• Oct 2020 - Apr 2022

- Launched 2 Fitness Certification Programs for trainers in India ‑ 200 early adopters & 3.9/4 rated product- Led the CX/CS charter for these courses ‑ 62 NPS, 8‑hour FRT, 72% FCR. Identified product enhancements through FGD's with customers- Launched Delight+ series of training programs for center staff & enhanced the CX

Program Manager ‐ Operations

• Aug 2019 - Sep 2020

- Manage CX and Service operations at 100+ B2B clients of Eat.fit- Re-designed supply chain network- 97% On Time Delivery of food & <1% pilferage- Deployed an inventory management tool for kitchens & warehouses - 40% cost reduction- Launched an online dietician consultation product during Covid - 3.8/4 rated product

Program Management - Central Operations

• Apr 2019 - Jul 2019

- Designed a monetization product for penalizing hotels with low CX - Elevated the CX at 500+ newly launched Non‐AC category of hotels- Ensure CX and quality metrics for 80k rooms across 14 states in India were inline

Head of Operations

• Feb 2018 - Mar 2019

- Drive superior guest experience across 300+ OYO Chain of Hotels within Kerala state - managing a team of 50 across 11 cities in Kerala State- Launched OYO hotels in 4 new cities and a Houseboat product for the first time in India- Awarded, ʻBeyond Call of Dutyʼ for leading Kochi Hub and achieving the best CSAT score in India

Senior Service Delivery Manager

• Jun 2016 - Nov 2017

-Deploy and operate appointment booking SaaS solution across 100+ Hospitals across India -Driven patient experience through minimizing wait times - 60% reduction -Enhanced doctor slot utilization and minimized queues at OPD's of hospitals - 13% higher revenues -Catalogue 2000+ doctors on practo.com marketplace – 9% growth in bookings -Deploy and operate appointment booking SaaS solution across 100+ Hospitals across India -Driven patient experience through minimizing wait times - 60% reduction -Enhanced doctor slot utilization and minimized queues at OPD's of hospitals - 13% higher revenues -Catalogue 2000+ doctors on practo.com marketplace – 9% growth in bookings

Supply Chain Specialist

• Apr 2015 - May 2015

Supply Chain & Inventory Management - Designed a milk run system along with to lower the transportation cost - Designed a forecasting model for inventory planning - 30% reduction in stockouts - Conducted an ABC analysis for inventories and drove down the cost of A classified SKU Supply Chain & Inventory Management - Designed a milk run system along with to lower the transportation cost - Designed a forecasting model for inventory planning - 30% reduction in stockouts - Conducted an ABC analysis for inventories and drove down the cost of A classified SKU

Senior Engineer

• Jul 2011 - May 2014

Responsibilities: - Supervised machining of components from clients like Brahmos Aerospace, Akash Missiles Limited etc. - Manage shifts, production plans and factory operations - led a team of 50 - Designed SMED machine fixtures for Aakash Missile Limited, INR 3 million savings - Value Engineering of Akash Missile Component, Front End Flange, INR 0.5 million in yearly savings Responsibilities: - Supervised machining of components from clients like Brahmos Aerospace, Akash Missiles Limited etc. - Manage shifts, production plans and factory operations - led a team of 50 - Designed SMED machine fixtures for Aakash Missile Limited, INR 3 million savings - Value Engineering of Akash Missile Component, Front End Flange, INR 0.5 million in yearly savings