Saumya Chopra

• Lead the Travel category end-to-end, including team setup, performance management, and revenue ownership.
• Drove ~₹6 lakh revenue with ~₹75 lakh GMV in December, delivering ~46% month-on-month growth.
• Built and optimized customer journeys in collaboration with Product and executed seamlessly with Operations.
• Significantly improved customer responsiveness by reducing time to share relevant options from ~8.2 hours to 73 minutes.
• Ensured strong conversion outcomes through process optimization and data-driven execution.

Share Market by PhonePe, Wealth Business Unit.

• Led the CX team for Wealth, covering Strategy (process design and automation) and Operations (in-house and vendor teams).
• Increasing registered users by 7% and improving post-KYC rejection onboarding by 18%, by reducing onboarding steps from 17 to 8 steps on the application.
• Optimized customer automation, expanded Chatbot coverage by 32%, improved CSAT by 5%, and reduced reopens by 7% for order and IPO-related queries.
• Improvised FRT from 108 hours to 12 hours, for power users (top 5%), to 15 minutes, and reduced the abandoned rate from 11% to 2.3%.

PhonePe for Business, Merchant Business

• Launched payment devices (smart speaker and POS) for merchants, aligning the merchant experience with growth plans.
• Designed an auto-troubleshoot process, reducing grievances by 31% and TATs by 98 hours.
• Launched Merchant IVR to quickly capture device grievances and updated agent consoles, cutting AHT by 90 seconds.

• Led the CX charter for customers and car dealer partners across C2B and classified businesses, establishing NPS and grievance tracking.
• Drove a global rank jump from 19 to 5 in six months through leadership-led customer feedback programs.

Head of Customer (buyer) Experience – Middle East

• Led a 0-1 journey for the customer experience of the B2C model launch in the Middle East, collaborating on strategy, process design, and execution.
• Integrated Lead Management system with vendor portals, boosting retail efficiency by 48%.
• Collaborated with product and tech teams to refine customer flows and preemptively address risks; hence, NPS improved from 5.2% to 46.7% within 3 months.

General Manager – Bikes India

• Founding team member of Bikes24 – a two-wheeler buying and selling platform.
• Created a DIY model for selling bikes, allowing customers to sell in five minutes, with pickup in ten hours. This increased footfall by 41% and boosted bike procurement by 21% through self-inspection.
• Set up tools and processes for an effective customer journey, improving NPS from 19% to 57% in 5 months.

Senior Manager – Cars India

• Restructured and developed a Lead Management system for customer communication touchpoints for the in-branch experience of the users.
• Introduced a virtual number system, reducing grievances by 63% in 11 months, and boosting NPS by 12%.
• Launched home inspections, improving the funnel by 23%, and increasing monthly revenue by 7%, reducing vehicle selling time from 102 to 48 hours.

• Conducted Internal Audit for Automobile clients, as part of the team we were responsible conducting audit around the processes to understand reasons for gap.

Risk Advisory - Internal Audit

• End-to-end functional exposure across the Pharmaceutical, Media & Entertainment, and Education sectors, spanning Procure-to-Pay, Order-to-Cash, Inventory Management, Accounts Payable, and Account Management.

Business Advisory: Process Improvement and Policy Making

• Delivered process transformation across the Information Technology and Media sectors by identifying and automating key Procure-to-Pay (P2P) workflows, redesigning operating models, and executing a structured hiring plan—resulting in a 42% improvement in process efficiency within four months.