Program Manager (Founder's Office)

• Aug 2022 - Present

Operations Manager

• Apr 2022 - Feb 2023

Lead- Dispatch Operations -Lines

• Jun 2021 - Mar 2022

● Responsible for smooth operation of line and event buses on daily basis.● Responsible for implementing lean practices in operations. Reduced headcount by 35% while increased dispatch performance by 50% ● Managing a team of dispatchers and onsite Porters- roster, shrinkage, attritions, Team building etc. ● Identify process gaps by compiling data and proactively suggest improvement through visualization.● Go to person for emergency management round the clock● Heading weekly meetings with clients and operators. Confirming schedule, discussing issues, emergency situations and defining and implementing course of action to mitigate risks. ● Complete ownership of customer’s escalations about quality of service.● Solely responsible for user reviews on Trust Pilot ( Increased from 3.9 to 4.3) Google my Business (increased from 3.5 to 4.3)● Created and implemented quality parameters, performance matrices for team, designed process flow, current and future value stream etc. Wearing may hats as and when required. Show less

Route Scheduling Manager- Lines

• Nov 2019 - Jun 2021

● Responsible for overall performance of assigned routes and profit generation. ● Did extensive research on riders’ behavior and forecasted expected numbers using multiple tools including Tableau, CleverTap and Excel. ● Analyzed historic data and current market trend to plan capacity ● Monitored route performance on regular basis and made changes in pricing, schedule time and location to boost sale. ● Strategized and implemented successful approaches to revitalize underperforming route lines and created profit-generating routes. ● Developed and implemented favorable pricing structures. ● Negotiated and procured buses for assigned routes and handles dispatching for the entire lifecycle of the assigned routes. Show less

Team Leader- Customer Service

• Oct 2014 - Mar 2019

Tech Support Executive

• Sep 2010 - Aug 2014

● Provided technical support for US based client over phone and remote. ● Ensured assigned tickets are resolved on time or escalated to appropriate team. ● Contributed to inter KB as and when required. ● Trained end user on the product with on-boarding team. ● Responded to customer inquiries about SaaS products through live chat, email, and phone. ● Provided technical support for US based client over phone and remote. ● Ensured assigned tickets are resolved on time or escalated to appropriate team. ● Contributed to inter KB as and when required. ● Trained end user on the product with on-boarding team. ● Responded to customer inquiries about SaaS products through live chat, email, and phone.