Gurugram, Haryana, India
Senior Program & Customer Experience Leader with 15+ years of driving operational excellence, scalable delivery models, and cross-functional transformation across e-commerce, logistics, and manufacturing. I specialize in turning complexity into clarity—whether it’s elevating NPS, deploying gig workforce models, or solving last-mile challenges with data-backed precision. Awarded Flipkart’s CEO Award for highest NPS achievement. Certified Lean Six Sigma Green Belt. I thrive at the intersection of strategy, empathy, and execution—leading programs that deliver measurable impact and build trust at scale.
Directed a team of 30, including City Managers and Field Operations Supervisors (FOS), overseeing cross-functional activities for Delivery Associates to ensure smooth operations. • Team Leadership & Last-Mile Delivery Operations • Customer Experience and Capacity Planning • Multi-Channel Delivery Model Deployment and Expansion
Customer Service Leadership and Management Standardized customer service tools and practices across the team to ensure consistency and enhance operational efficiency. • Tool Rationalization and Consistency • Workflow Organization, Process and Product Optimization • Customer Satisfaction Monitoring, Reporting and Analytics • Escalations and Complaints Management