Sanya Dhall
Delhi NCR
Summary
Program management and category operations professional with over 4 years of experience in driving operational excellence and process improvement. Expertise in optimizing capacity and utilization while executing cross-functional programs in high-growth marketplaces. Proficient in analyzing operational bottlenecks, designing scalable workflows, and building KPI dashboards. Strong data-driven decision-making skills utilizing advanced Excel, SQL, Power BI, and Tableau.
Overview
4
4
years of professional experience
Work History
Category Manager II
Urban Company
Delhi NCR
03.2026 - Current
- Managed end-to-end Bottom of Funnel (BOF) operations across 9 training centres, overseeing partner onboarding, training, and activation to support scalable supply growth.
- Re-engineered onboarding and approval processes, achieving a record 221 partner approvals in a single week while maintaining operational efficiency.
- Improved funnel performance by sustaining 67% PR-to-Training conversion, 71% PR-to-Approval conversion, and keeping drop-offs below 11% during rapid regional expansion.
- Monitored and optimised key business metrics including utilisation, churn, and partner productivity, enabling data-backed operational decisions that improved overall performance.
- Drove InstaHelp category expansion across Delhi NCR by balancing supply using utilization metrics, optimizing partner distribution, and maintaining 10-minute service fulfillment standards.
- Collaborated with Operations, Training, Quality, and Product teams to streamline onboarding processes, enhancing partner quality and customer experience.
- Conducted root cause analyses (RCA) for operational bottlenecks and implemented corrective actions to improve funnel health, partner retention, and service quality.
- Built automated operational dashboards and trackers using Google Sheets and Excel, enabling faster reporting and informed business decision-making.
Subject Matter Expert (Strategy & Operations)
TravClan
06.2022 - 03.2026
- Led the rollout of TravClan's first travel management app (OnTrip), reducing manual operations by 40% and improving on-ground coordination across 19+ destinations.
- Improved SLA adherence by 25% and maintained NPS >90% by implementing standardized operational frameworks and quality processes.
- Collaborated with product, tech, and finance teams to automate internal workflows, enhancing operational efficiency and issue resolution by 35%.
- Managed end-to-end partner lifecycle for DMCs, hotels, and transport partners, overseeing onboarding, audits, training, and performance management.
- Designed KPI dashboards and automated refund and voucher workflows using Google Apps Script, achieving a 35% reduction in turnaround time.
- Led end-to-end flight operations, including ticketing, reissuances, refunds, and disruption management, ensuring 100% SLA compliance and 98% disruption-free fulfilment.
Education
B.B.A. -
Maharaja Agrasen Institute of Management Studies
01-2022
Class XII -
New Era Public School
Class X -
New Era Public School
Skills
- Category Management
- Supply & Vendor Management
- Business Operations
- Data Analysis (SQL, Excel)
- Tableau & Power BI
- KPI Development
- Workflow Automation
- Project Management
- Process Improvement
- Stakeholder Management
- Google Apps Script
Timeline
Category Manager II
Urban Company
03.2026 - Current
Subject Matter Expert (Strategy & Operations)
TravClan
06.2022 - 03.2026
B.B.A. -
Maharaja Agrasen Institute of Management Studies
Class XII -
New Era Public School
Class X -
New Era Public School