Experience

• 

  Sutherland global services

  Feb 2007 - Feb 2013

  • Team Manager

    Oct 2011 - Feb 2013

  • Area Manager

    Oct 2010 - Oct 2011

  • Quality Analyst

    Feb 2007 - Oct 2010
• 

  Flipkart

  Feb 2013 - Apr 2022

  * Led Process Excellence and Delivery Assurance - Developed and Implemented proactive CX processes, systems, measurements and controls across customer journey - Led Customer Trust charter for CX (Service and Product Quality) - Process Optimization (Cycle time, efforts, cost) - Product Operations and Design Lab (Ideation, Design, Experiment and Scale) *Led CX Service Recovery and Social Media Operations * Responsible for leading process improvement and defect reductions* Led a team that handled process design for Large Appliances and Furniture categories across Delivery, Returns and Installation Journey Owned Escalations Management (Overall Design and Execution) Managed Customer Support operations for voice channel

  • Associate Director (Process Excellence & Design)

    Apr 2020 - Apr 2022

  • Senior Manager II (Operations, Process Excellence & Design)

    Jan 2015 - Mar 2020

  • Senior Manager 1 (Operations)

    Jul 2014 - Dec 2014

  • Manager (Operations)

    Feb 2013 - Jun 2014
• 

  Wetradeapp

  Apr 2022 - Apr 2023

  Head of operations

  Responsible for leading overall Business Operations and E2E Customer Experience (Design and Operations)

• 

  Kredit.pe

  Apr 2023 - now

  Head of operations