Experience

Finnable

• India
• Financial Services
• 100 - 200 Employee

• Head of Customer Experience

  • Mar 2023 - Present

  Bengaluru, Karnataka, India



Kaleidofin Private Limited

• India
• Financial Services
• 100 - 200 Employee

• Senior Product Manager

  • Jul 2022 - Feb 2023

  Bengaluru, Karnataka, India At Kaleidofin we were building a fin-tech platform for under-banked customers to meet their real life goals with intuitive & tailored financial solutions. I was leading brand awareness, customer connect & growth for D2C business and managing all customer facing products and experiences for end user.



PhonePe

• India
• Technology, Information and Internet
• 700 & Above Employee

• Customer Experience Strategy

  • Aug 2019 - Jan 2022

  Bengaluru, Karnataka Formed & led the CX team at Phonepe. Built processes to capture customer insights & improve product experiences & processes across all services. Investigated Issues & drove prioritisation to improve reliability of PhonePe Payments by 50%, which made PhonePe the market leader in UPI Payments. Drove sensitisation & awareness about customer experience across the org. Led & managed the NPS program; drove it up 20 points. Conducted consumer research projects for new & existing services.

• Product Manager

  • Feb 2017 - Aug 2019

  Bengaluru Area, India Build the entire Customer Support Product Ecosystem for Phonepe. Introduced a Bot in 9 Indian languages, intuitive & rich in context user facing interface to get instant resolution to their specific payment issues. Transactions scaled multi folds with only 10% increase in manual staff. Hired & managed operations teams. Designed operational processes. Introduced Bot for frontline employees & redesigned their entire work experience to empower them with intelligence & automation



Runnr

• India
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Assistant Product Manager

  • Jan 2016 - Dec 2016

  Bengaluru Area, India Became the owner of Merchant Products at Runnr within 3 months Directed automation of merchant settlement Increased merchant engagement with app to improve speed of order fulfillment, % of orders confirmed instantly increased from 35% to 80% Automated fulfillment process of food delivery with restaurant and Pharmaceutical clients; later merchants punching orders online increased from 25% to 70% Conducted user research with a focus group of 50 for Runnr Meals



Housing.com

• India
• Real Estate
• 700 & Above Employee

• Assistant Operations Manager

  • Jun 2015 - Nov 2015

  Mumbai Area, India Led a team of 9 members to drive the process of lead generation for real- estate agents; improved the conversion rate from 15% to 50%. Introduced a product feature to replace the above process Initiated the collaboration between Housing.com & National Association of Realtors; tapped a potential pool of 3000+ real-estate agents



Jabong

• India
• Apparel & Fashion
• 500 - 600 Employee

• Intern as Business Analyst

  • May 2014 - Jul 2014

  Gurgaon, India Received pre-placement offer for the position of Business Analyst Formulated a detailed plan to introduce new sizing standards, based on customer surveys; with an annual cost saving estimate of INR 4.2 Cr. Quantified sizing behavior of 500+ brands; website modifications resulted in a drop of up to 74% in returns due to size



Business Club, IIT Kharagpur

• India
• Think Tanks
• 1 - 100 Employee

• President

  • Jul 2013 - May 2014

  IIT Kharagpur Business Club is the Official Consulting club of IIT Kharagpur I led a team of 10 Heads to create effective business knowledge sharing interface in IIT Kharagpur Initiated Open-House sessions in the institute Launched nation-wide case-study competition, Indian Case Challenge(ICC) in 2012