Seasoned operations and customer service leader with over 11 years of experience at leading companies including Swiggy, Amazon, and IHCL. Expertise in escalation management, SLA performance, CSAT/NPS improvement, and team leadership. Recognized for driving AI-based service delivery and analytics initiatives to enhance customer experience. Experienced in hospitality operations with Taj Hotels. Holds an MBA in Marketing & HR from Amity University and a Hotel Management degree from IHM Pusa.
Overview
13
13
years of professional experience
Work History
Operations Manager, Customer Service
Swiggy
03.2023 - Current
Leading escalation management, request tracking, SOP optimization, and quality assurance initiatives to enhance customer experience.
Driving timely resolution of member escalations through root-cause analysis, corrective training, and real-time coaching.
Supporting AI-based service for HNI clients through staffing, scheduling, KPI monitoring, and operational excellence.
Streamlining workflows, improving CSAT scores, and ensuring SLA adherence through structured follow-ups and training interventions.
Manage and onboard vendors ensuring compliance and performance standards
Manage and supervise city-specific runners and shoppers for timely and efficient deliveries
Operations Program Manager, Customer Service
Amazon Development Center India
08.2021 - Current
I am part of a team which is responsible for Strategic Initiatives, Automation and Analytics projects to improve operational efficiency and quality; employee and customer experience; and organizational growth for Customer Service Operations in India, which supports multiple marketplaces - India, US, UK, AU, SG etc.
Operations Team Lead, Customer Service
Branch international
04.2023 - 03.2025
Managing FTE teams and driving performance optimization to meet organizational targets
Leading SLA management and conducting thorough analysis of performance metrics
Driving CSAT & NPS improvement through targeted training and team development
Implementing continuous improvement initiatives and metrics enhancement
Generating comprehensive dashboards and scorecards for management review
Data analytics and visualization using Sisense and Metabase
Managing partner operations across different locations
Overseeing vendor relationships and performance
Leading people development and career growth initiatives
Team Manager, Customer Service
Amazon Development Center India
06.2017 - 08.2021
Managing a team of FTE's and driving performance in the Team to meet targets
Manage the daily Team activities and ensure operations run smoothly
Drive Team adherence and manage monthly scheduling
Handling Escalations
Manage key business metrics like SLA's and CSAT. Run reports & conduct a thorough analysis of SLA misses
Drive Continuous Improvement in the Team along with metrics improvement
Generate dashboard and scorecards for the Team for review
Performance management and appraisals for the entire Team
Weekly Reviews to the Management on key deliverables
Knowledge management for the Team and quality control
Managing operations in sync with partners in different locations
Responsible for people/employee career development
Assistant Manager, Front Office
Taj Palace Hotel, New Delhi
09.2015 - 07.2016
Engaging with guests and tracking their level of satisfaction
Manage the activities of front office ensuring that guests receive prompt, professional attention
Handling complaints and planning the course of service recovery
Monitoring appropriate standards of conduct, uniform, hygiene and appearance of staff
Ensuring front line staff complies with FIT marketing techniques and maximize sales
Training the staff for better performance & customer satisfaction
Assists guest relations in greeting, rooming and sending off VIP guests
Handling head of the State and dignitaries movement
Taj Innercircle Membership details - Enrollment of maximum guests to the programme
Frequent flyer programmes and entitlements of guests
How to action Incident logs and closing the loop prior to departure / Apology or courtesy mails /timely
Escalation to AFOM/FOM for necessary intervention
How to handle a walk in check in/ securing payment
Early check-in, Late check-out policy, cancellation policy
Room change process /Master key procedure and maintenance of registers and records
Management Trainee
Taj Palace Hotel, New Delhi
07.2012 - 09.2014
Butler Service is amalgamation of Front Office & Food and Beverage service. Butlers Service takes care of the Club Floors with Premium Rooms. Held the role of an apprentice & graduated to the role of a Team Leader in Sept, 2013 while being in the purview of the Management Training.
Education
MBA - Marketing and Human Resources
Amity Business School
01.2017
Bachelors in Hotel Management - Hospitality & Hotel Administration
IHM, Pusa
01.2012
12th - Commerce
Delhi Public School
01.2009
10th - Science, English, French, Mathematics & Social studies