SWAPNIL SINGH

SquadStack.ai is a sales acceleration platform that combines human expertise with AI, backed by investors including Bertelsmann India Investments, Chiratae Ventures, and Blume Ventures.

P&L Lead: Insurance

• Owned end-to-end P&L for the insurance vertical with full accountability for profitability; improved CM1 from negative 50% towards breakeven by driving top-line growth through expansion of existing client accounts.
• Increased agent productivity by 25% MoM and campaign productivity by 40% through operational and performance optimizations.
• Streamlined day-to-day business operations including payroll, admin, hiring, and training processes, enforcing process excellence to optimize costs, SLAs, and customer satisfaction while managing a large workforce.
• Partnered closely with product teams to enhance automation and AI capabilities, running data-led experiments to improve efficiency and quality outcomes.
• Mentored team leads, designed scalable org structures, and implemented KPIs, incentives, and performance management systems to drive consistent productivity and maintain low attrition.

Supply: BPO & Remote Callers

• Redesigned the end-to-end BPO contracting model, significantly improving key metrics: reduced shrinkage from -10% to +6%, improved attrition from 23% to 13%, and enhanced hiring TAT from 71% to 92% on-time, thereby reducing excessive internal squad involvement in day-to-day operations.
• Remote Callers (CP Model): Built CP as a scalable supply model by fixing TOF -improving selection rate from 20% to 70%; reduced MOF by lowering in-training churn from 50% to 20% and improved first 90-day agent retention from 50% to 80%.

Operations:

• Owned operations team for client outreach campaigns, improving ticket TAT to 98% on-time from 80% through tighter workflow ownership and smarter prioritization.
• Shifted the team from task execution to data-led decision-making, driving lead attempts to 99.5% (from 92%), 100% monthly lead judgment, and 70% connectivity via metric-focused training and performance reviews.
• Built SOP-led operating and compliance frameworks, keeping DND complaints under 1%, reducing attrition, and eliminating over-reliance on tribal knowledge by simplifying onboarding for new hires.

Nexprt Solutions, a full-stack B2B platform for cross-border home decor trade, is funded by Sequoia and Lightspeed. In 2023, the company launched its direct-to-consumer (D2C) brand, Everything Home (formerly Corsica Designs).

Key Result Areas:

• Driving Growth and Operational Efficiency: Leading Nexprt Solutions' expansion and the launch of Everything Home, while optimizing supply chain processes to reduce costs and improve delivery speed across international markets.
• Enhancing Brand and Collaboration: Spearheading Everything Home’s rebranding and market strategy, while fostering cross-functional collaboration and managing key stakeholder relationships to support long-term growth.

Category Head: Home Decor

• Spearheaded the launch of the D2C business in India, managing end-to-end P&L, achieving over USD 1M GMV within 6 months, and becoming EBITDA positive within a year.
• Successfully launched five product categories, maintaining Advertising Cost of Sales (ACOS) under 30%.
• Designed and implemented processes for demand forecasting, inventory management, order fulfillment, and logistics, managing over 800 orders monthly with an average order value (AOV) of 10k.
• Led the launch and management of the business on Amazon and the brand's website, increasing sales distribution to 60% via the website and 40% via Amazon.

Factory Head, Launch and Operations:

• Led a team of 30+ professionals and managed 300+ contractual staff, supervising operations worth USD 2M.
• Drove the digital transformation of the factory, successfully integrating an ERP system that enhanced operational accuracy and efficiency.
• Introduced a Pre-Production Meeting (PPM) process to improve manufacturing precision, and a pricing tool that facilitated quicker product turnarounds with reduced errors.
• Fostered strong, transparent relationships with global clients across the US, Europe, and the Middle East, using feedback to continuously improve the customer experience.

Pickrr Technologies, funded by Omidyar Network, Guild Capital, and Marquee Ventures, is a logistics platform offering end-to-end delivery solutions to e-commerce businesses across India.

• Implemented the Freshdesk platform to enhance key account management and improve interactions with D2C clients.
• Improved process visibility and tracking metrics, identifying gaps and areas for operational improvements.
• Optimized courier partner allocation by analyzing and refining pincode-based logistics.

Urbancompany, backed by Tiger Global, Accel, and Vy Capital, is a full-stack platform for on-demand home services, including beauty, cleaning, and repairs.

Senior Category Manager:

• Improved supply quality and customer satisfaction, reducing churn in the Beauty & Wellness category from 4% to 1.3%.
• Drove growth despite challenges, optimizing Men's Grooming supply onboarding, resulting in a 70% category growth in one quarter.
• Fostered cross-functional innovation and collaboration across product, tech, and business teams.

Category Manager:

• Led end-to-end management of the Salon for Women category in Delhi NCR.
• Established category expertise, analyzed customer trends, and executed a successful scaling roadmap for the city.
• Managed offline partner onboarding initiatives through roadshows, stalls, and awareness camps.

Assistant Manager-Operations:

• Led a team of 7-8 members, effectively resolving complex customer complaints and ensuring high retention rates.
• Developed and implemented dashboards that streamlined operations, reducing resolution times and improving inter-team case management & Created case studies for continuous training and team development.