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Overview
11 years in operations, the last 2 at Axis HQ, where I work on the support team. Launched operations in 16 cities. Most at home with automation and Zendesk. I write a small newsletter about customer operations.
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Best reached early in the week
Skills
customer supportqualityZendeskworkforce planningautomationsupply growth
Experience
- Chief of StaffDec 2024 - PresentAxis HQ · 1 yr 11 mo · Full-time · Gurugram, India
- Launched operations in 24 cities.
- Ran the support program across 25 teams to launch on schedule.
- Brought support first-response time from 30 hours to under 1.
- Program ManagerFeb 2021 - Dec 2024Groww · 3 yr 10 mo · Full-time · Gurugram, India
- Brought support first-response time from 11 hours to under 1.
- Ran the support program across 9 teams to launch on schedule.
- Operations ManagerFeb 2019 - Jan 2021Cognizant · 1 yr 11 mo · Full-time · Gurugram, India
- Launched operations in 14 cities.
- Brought support first-response time from 30 hours to under 2.
- Operations AssociateJul 2017 - Dec 2018Cisco · 1 yr 5 mo · Full-time · Gurugram, India
- Secured 5 payments licences.
- Operations AssociateJun 2015 - Mar 2017Qualcomm · 1 yr 9 mo · Full-time · Gurugram, India
- Built the privacy programme for launches in 11 countries.
- Secured 7 payments licences.
References
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Education
- IIM BangaloreMBA, Business Administration2019 - 2021
- SRM Institute of Science and TechnologyB.Tech, Industrial Engineering2011 - 2015
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