Work Journey
Oct 2024 - Present
AWIGN
Subject Matter Expert
New Delhi, India
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Sep 2024 – Oct 2024
JINDAL X
Subject Matter Expert
New Delhi, India​​​
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Dec 2023 - Jul 2024
Eastern Printers
Manager
New Delhi, India​​
May 2022 – Nov 2023
TIDY UP
Manager
Gurugram, India​​
Sep 2018 – Apr 2022
Sri Sri Tattva
Bengaluru, India
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Jul 2018 – Jul 2018
CoHo
Marketing Intern
New Delhi, India
May 2017 – Jul 2017
Story Experiences
Digital Marketing Intern
New Delhi, India
Jun 2015 - Aug 2015
Elegance Events
Customer Service Executive
Pune, India
Operations Executive
Sep 2018 – Oct 2019
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Marketing Associate
Oct 2019 - Apr 2022
Client: ONDC
​​Client:Social Government Impact
(Ministry of Commerce Initiative)
Aug 2025 – Present
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Client: Nirmit Bharat
(ONDC Subsidiary)
Nov 2024 – Jul 2025
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Client: ONDC
Oct 2024 – Nov 2024​​​​
Learning Curve
Passing Year :- July 2018
Sri Sri University
MBA: Marketing and HR
Cuttack, India
Passing Year :- May 2016
GGSIPU
BBA: Banking and Insurance
New Delhi, India
Feb 2024 - Mar 2024
LinkedIn
Certification: Become a Data Analyst
Jul 2023 - Jan 2024
Coursera
Google Data Analytics
💡Skills & Expertise
Leadership & Team Management
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Team coordination
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SOP design and implementation
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Cross-functional collaboration
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Stakeholder management
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Training and development
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Manpower planning
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Performance monitoring
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Workflow optimization
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Operations & Process Excellence
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Process optimization
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SLA management
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Inventory & logistics oversight
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Back-end operations
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Escalation handling
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Customer support
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Issue resolution
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Knowledge base management
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Analytical & Strategic Thinking
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Data analysis
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Sales planning
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Ticket bucket & trend analysis
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Competitor research
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Operational forecasting
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Business process improvement
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Root cause analysis
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Workflow strategy design
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Business Intelligence & Reporting
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Advanced MS Excel
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Looker Studio
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Tableau
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SQL basics
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Productivity and KPI reporting
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Data mapping
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Dashboard creation
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Agent performance monitoring
CRM, E-commerce & Payments
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Kapture CRM (implementation and training)
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Trudesk
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Jira
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Freshdesk
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Exotel
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11za Chatbot
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LMS
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Shopify (back-end)
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CCAvenue
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Razorpay
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Cashfree
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PayU
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Tool onboarding and user support
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App & Reputation Management
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Play Store and App Store review management
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Negative review handling
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Social media query resolution
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User sentiment analysis
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Brand reputation safeguarding
​Key Achivements
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Led and mentored a 15-member support team, boosting SLA adherence and ensuring consistent KPI performance across workflows.
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Optimized support workflows across business lines, improving efficiency and driving measurable cost savings in operations.
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Analyzed 4,000+ daily records to fix SLA breaches and cut cancellations, driving a consistent 5–7% boost in fulfillment rates.
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Maintained 4 app ratings by resolving 90%+ user grievances and removing 50%+ negative reviews, protecting brand reputation.
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Led tool training and onboarding for teams, driving CRM adoption (Kapture, Trudesk, Freshdesk) and improving resolution accuracy.
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Resolved high-priority escalations (IGM/NCH/payouts) within SLA, coordinating seamlessly between seller apps and LSPs in ONDC.
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Boosted distributor sales by 25% through targeted data analysis, campaign support, and accurate reporting during expansion.
Hobbies
Hobbies
- Social work
- Practising martial arts
- Listening to music
- Meditation
- Poetry
- Singing