Account Strategist at Google @ United Kingdom
Experience & CLVM || IIM-Calcutta || Lean Six Sigma BB || E-commerce, Logistics, Marketplace, Hospitality & Service || Ex-OYO~RIVIGO~JIO~TATA~Reliance || Winner of "Man Of Excellence" -IAF Awards 2021 ||
Enterprising Leader with 15+ Years of Experience both in B2B and B2C in Blue Chip Companies & startup with diversified experience across roles, industries, and geographies with a proven record of formulating strategies, successful execution, delivery, and scale-up in a competitive and dynamic market.
• Startup Experience - Launch ->scale up -> shifting to cost-efficient model in key geographies & at National level.
• Ideation, formulation, and execution of Complete Customer/ Partner Experience architecture
• Radical Growth in business KPIs with industry benchmark
• Process reengineering, automation & technology Shift through AI, ML, and DS.
Currently associated udaan leading the design thinking, problem-solving, and execution excellence for the seller side on Support/ Experience & critical Business / Operation metrics
In previous roles with OYO was owning Business & Experience for Smart Business contributing to 89% of OYO Business where have been recognized for a cost-efficient centralized model with proven track of performance scale-up, In RIVIGO have been responsible for superior customer experience in entire value chain journey where have shown radical growth on business KPIs in shortest span through People, Process and Tech- integration and optimization of UI, Data Science, Machine Learning and improvised CRM Algorithm.
Key accomplishments: Jio- National accolade for creating benchmark across the Industry, 132% achievement, SnD setup for a digital wallet, Setup of direct sales & monetization resulting in incremental revenue 600 M/Annum. In Tata - Recognized for cost optimization model, got maestro award twice- The highest award in Tata for individual contribution. In Reliance - Recognized for the adoption of the cost-effective model with enhancing performance & Digitalized and Automated process of EKYC verification. In Idea - Recognized for automation of the process, making process standardize & technology Shift.
Key Skills & Functional Expertise include: Strategy Leadership, Digitization and Digital Transformation, Problem Solving, Program / Change Management, Strategic Formulation & Last mile execution, Partner / Seller / Customer Experience ,CLVM, Lean /Kaizen, Digital Transformation, Operations – Ground/ Remote,
Business ,Revenue & Operations, Analytics & Automation, People Leadership, Contact Centre/Service Delivery (SLA/FTR), Project / Process / Change Management, SOP & Compliance
Business Leadership – Revenue /P&L delivery; People Leadership, go to market excellence, Customer Value Management (CVM)/CLM; Customer Experience Excellence