Anand Mohan

Responsible for delivery business and operation KPIs with lean project funnel along with Management of end to end customer life cycle for 3 business units of Bangalore. Driving Revenue Targets, Forecasting, process excellence and executing process improvement projects

Management of end to end customer journey post booking with 100K+ customer base across city. Leading a team of 150+ employees with 4 layer of hierarchy to work on daily Ops and new initiative / process improvement that directly or indirectly impacting customer experience

• Revamping Proactive projects (Chronic Elements) thereby reducing overall Field Fault Rate from 45% to 30% leading to net churn of less than 1.5%
• Streamlined CxM: Request to Resolution process (ETR adherence & Remark Update) result in increase of CSAT from 60% to 85%
• Streamlined CxM: Deployment Appointment Scheduler (Feasibility, Roaster & Skills), reducing deployment TAT from 2 days to 20 Hrs

Heading B2B vertical of Delhi/NCR region by working on various processes and new initiatives to become one of the market leader in Offline sales in the financial year 2019-20

• Responsible for P&L of used car B2B business with yearly GMV of over 50 Cr. Giving growth of 12% month on month (Starting with 90 car sale in a month to achieving 225 sales in a month) with increase in ticket size from 1.25L to 1.65L within the span of 8 months by working on demand and supply forecasting within the region

Responding rapidly to market shifts to make changes to the processes of Nestaway Services

• Redesigning the vendor partner APP flow & increasing the Adoption Rate of APP (exponential increase from 12% to 90%+)
• Redesigning service MAP for entire PAN India thus increasing the efficiency of vendors from 30% to 57% and reducing the 3rd party vendor cost to 21%
• Launching Finance Flow for vendors hence reducing the TAT for vendor payment from 10 days to 3 days (Primary reason for attrition)
• Launching live track of vendors to give visibility to customers and team leads result in on-time TTs resolution from 43% to 79% & increase in CSAT score

Efficiently managing day to day Operations with 100+ direct and indirect reportees

• 99% successful closure rate of tickets & 63% same day closure with CSAT improvement from 3.4 to 4 & TAT improvement from 3 days to 36 hours
• Improved Onboading process to decrease TAT for House onboarding from 14 to 10 days result in 40% higher house listing on website
• Effectively controlled the cost borne by Nestaway in Operation by re-designing the checklist (Onboarding and move-out)
• Analyzing empty beds reasons and proactively working to increase order booking avoid future cancellation