Abha Giri

Experience

• 

  Think & Learn Pvt. Ltd. (BYJU's)

  Jun 2014 - Nov 2014

  Intern - Content Writer

  • Moderated whole work of study material and exam papers for different centres of BYJU’s classes in Delhi• Created question papers, solutions, daily practice problems and assignments and reviewed them • Aided the faculties in evaluating subjective test papers of students of classes 9th to 12th • Improved the study material BYJUS’s classes provide for classes 9th to 12th by proofreading it

• 

  NATIONAL INSTITUTE OF PLANT GENOME RESEARCH

  Jun 2016 - Jul 2016

  Summer Research Intern

  Project - in silico Identification of Purple Acid Phosphatases in foxtail millet• Studied and reviewed fundamentals of bioinformatics, molecular biology and genetic engineering• Performed data mining to retrieve the Purple Acid Phosphatases in different organisms• Analysed the protein sequences to confirm presence of metallophosphate domain in the selected sequences• Performed multiple sequence alignment of the selected sequences using ClustalW software• Constructed phylogenetic tree to analyse the evolution of metallophosphate in all foxtail millet genes• Awarded with “Letter of Appreciation” for exceptional performance from the Mentor Show less

• 

  Pepperfry

  Dec 2017 - Jan 2018

  Winter Intern - S&OP

  • Performed as-is analysis of shipment process and proposed strategy to reduce overall shipment expense• Performed Break Even analysis for investment in trucking business by Pepcart Logistics• Did secondary research and prepared state-wise chart with e-way bill requirement for transportation• Proposed strategies to make transportation cost less risk averse against change in diesel prices in India

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  Pepperfry

  Apr 2018 - May 2018

  Management Intern

  Strategy and Operations - Business Expansion• Performed drill down market analysis to know the market size, industry trends, drivers, scalability• Conceptualized the Business Development Strategy for furniture private labels using SWOT Analysis• Performed market visits in Mumbai (visited 50+ stores) for intelligence related to furniture industry• Proposed a Distribution model for offline channel after interacting with 10+ brands and 50+ retailers• Performed network growth analysis and responsible for P&L management for retailers and distributors• Oversaw cataloguing of three private labels and aided in finalising legal agreement and pricing strategy• Analysed the KPIs to identify the USP and formulated a pitch deck for the prospective retailers• Formulated the Standard Operating Procedure for end-to-end supply chain for offline channel• Assisted Business Head in offline expansion by negotiating with 10 prospective partners in a month• Received & converted Pre-Placement Interview (PPI) offer for exemplary performance during the internship period Show less

• 

  Pepperfry

  May 2019 - Jul 2020

  Assistant Manager, Customer Experience - Product

  • Aided in refund audit, proposed & instituted approval mechanism in CRM for visibility - reduced refunds by 1.2%• Managed Refund Automation project to eliminate errors due to human intervention & saved 5 manhours per day (-62.5%)• Worked with the CXOs for CS Process Revamp - improved FTR by 22%, Handle rate to >99% & cut repeat calls by 20% in 50 days• Identified customer needs, revisited customer touchpoints, & reinforced process training. Aided in support email automation

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  Keto Dough

  Jul 2020 - Mar 2021

  Co-Founder

  A health food startup in the field of low carb food options. On a mission to help people fulfill their commitment to living a healthy life.Key Responsibilities:- Business Analytics- Business Development Strategy- Sourcing - Vendor Management- Sales and Customer Relationship Management- B2B Alliances

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  Pepperfry

  Jan 2021 - now

  • Introduced WhatsApp Business by integrating with CRM and automating responses, the Order:Contact ratio decreased by 20%• Automated feedback calling via voice AI - improved efficiency by 2.8 folds while reducing 3 headcounts with the Voice Bot• Automated the flow of post order queries from CRM tool to Merchant Panel – lowered case resolution TAT by 12%• Led a Customer Support Channels overhaul, introducing outbound avenues via a missed call campaign and chatbot, aligning stakeholders and enhancing customer satisfaction• Pioneered ORM (56 sites), lowered FRT to 12 mins with 99% SLA, ratings on Play Store(4.3), App Store(3.7) & Mouthshut(4.0)• Rolled out one view in Merchant Panel for visibility of warehouse inventory & finances (remittance, recovery & reversal) Show less

  • Senior Product Manager

    Apr 2023 - now

  • Manager – Customer Experience Product & Planning

    Oct 2021 - Mar 2023

  • Assistant Manager - Customer Experience Product & Planning

    Jan 2021 - Sept 2021