Lean Six Sigma Green Belt Certified professional with over 8 years of experience in Operations Management, Process Improvement and Team Management across E-commerce and Internet industry
Successfully led the set-up of first Diversity and Inclusion and KYC Team in the entire OLX Group
Implemented various process improvement and lean projects
Dealer Experience - NPS: enhanced the DX NPS score from - 11% in April to current 9% in June
Suspicious Ad Ban Project: Trained moderation team on latest fraud patterns, Mos and enabled them to proactively ban the accounts which resulted in ~80% decrease in fraud ads on website
Automated Email Templates [designed macros]: Assisted CS team in creating automated templates for account unban ban cases which reduced the overall TAT by 3 mins and increased CSAT from 86 to 93%
Revamped Training Structure: developed new modules and revamped the existing modules; structured the training process and created a training planner for 6 teams
Overview
10
10
years of professional experience
1
1
Certification
Work History
Subject Matter Expert-Operations Management and Customer Support
OLX India Pvt. Ltd.
Bangalore/Bengaluru
11.2018 - 04.2025
Single-handedly managing 5 teams constituting 37 members including Site Auditors, Content Moderation, Fraud Detection, Dealer Experience (NPS) and KYC team.
Led several improvement initiatives across multiple teams and attained following results:
Improvement in fraud detection accuracy from 78% to 99% with the introduction of new algorithms within the tool
Reduction in front-end fraud by 52% by empowering the Content Moderation team to ban the fraud accounts before going live on the site
Improved NPS for Dealer Experience from -11% to 9% by revamping the calling script, retraining the team, designing rebuttal repository, monitoring grievances regularly etc.
Restructured the training system within the team; redesigned and developed modules, created a training calendar, analysed gaps, and curated training planner
Enhancement in tickets processing per day from 150 to 250 by reducing manual efforts and automating 70% of the process
Streamlined scorecards for the entire CQ team which included emphasis on quality, quantity, employee ethics and process knowledge
Increase CSAT of the email team from 86% to 93% within a month by taking focused training post identifying grey areas
Introduced PKTs, process knowledge tests, for the entire CS and CQ teams which were organized monthly to test the process knowledge of the team; allocated a separate 10% scores in the scorecard for the same
Created and automated the existing daily reports in order to reduce the manual efforts
Achieved Outstanding rating every year awarded with Value Evangelist and Star Award twice at organization level All Hands
Senior Executive
Info Edge India Ltd.
Noida
06.2015 - 10.2018
Managed the entire gamut of operations, such as gathering requirements, managing clients/accounts, drafting resumes, coordinating modifications as required, and so on.
Acted as an Assistant Team Leader, supervised 10 team members, and handled escalations.
Recognized as a consistent performer.
Overachieved production targets by the following: 2016: 130% for one month and 115% for five months; 2017: 130% for two months and 115% for four months.
Received several Certificate of Appreciation
Award for: 100% CSAT, 74% FD approvals, and nil complaints; 91.67% CSAT, 65.22% FD approvals, and 0.72 iterations; 100% CSAT, 12.03 cycle days, 1.31 iterations, and nil complaints; 91.67% CSAT, 62.67 FD approvals, and nil complaints; 130% production within 1.48 iterations and 83.3% CSAT.
Organized best practices sessions for all the team members across the department on topics including: improvement of CSAT, client interaction, how to handle irate clients, and time management.
Assisted in redesigning and enhancing repository and reference documents for the entire department
Won Quarterly Award for achieving 97.2% CSAT within 13 cycle days during Oct'17 -Dec'17
Education
B.Tech/B.E. - Computers
Uttar Pradesh Technical University (UPTU)
Uttar Pradesh
05-2015
Skills
Lean Six Sigma
Operations Management
Process Improvement
Business Management
Process Setup
People Management
Service Delivery Management
Stakeholder Management
Training
Process Transition
Data Analysis
Team management
Quality assurance
Certification
Lean Six Sigma Green Belt, 2018
Quality Management for Business Excellence, 2018
Timeline
Subject Matter Expert-Operations Management and Customer Support
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC