Headline

Operations & User Support | EdTech | Program Management | SQL · Power BI · Salesforce | Ex-Kaplan, Swiggy

About

Results-driven Operations professional with 7+ years leading cross-functional programs, process governance, and team performance across EdTech and high-growth consumer-tech environments At Kaplan India, I led cross-functional programs serving 10,000+ students annually, designed 15+ SOPs that cut process errors by ~30%, and drove a 15% improvement in course completion rates. At Swiggy Instamart, I managed external user support operations across customer-facing workflows, launched operational models across 5+ new zones, and improved delivery efficiency by 20%. I bridge the gap between operations and product thinking — using tools like Salesforce, SQL, Power BI, and Agile frameworks to make data-informed decisions that move teams forward. What excites me most: simplifying what's complex, scaling what works across regions and user bases, and building systems that make teams faster and learners more successful. I'm particularly passionate about designing processes that scale efficiently without sacrificing quality. I'm actively exploring opportunities in Operations Team Lead, Live Operations, Program Management, or Associate PM roles where operational depth meets product strategy and real-time execution. 📩 Open to conversations — feel free to connect!

Location

Greater Bengaluru Area

AI stack

claude code

claude

gemini

meta

metaai

Work experience

Senior Consultant at RWS Group, Jan 2026 - Present · 10 mos, United States

Team Lead at Kaplan, Sep 2023 - Apr 2025 · 1 yr 8 mos, Greater Bengaluru Area, Drove operational excellence by managing cross-functional initiatives, overseeing a team of 6, and ensuring timely execution of vendor and inventory processes while maintaining compliance with SLA targets. As Lead Auditor, collaborated with key stakeholders to standardize compliance frameworks and conducted 50+ audit cycles that improved process accuracy by 20%, enabling consistent SLA performance across teams. Conducted regular user feedback sessions with 10,000+ student base to identify pain points and inform process improvements that drove 15% course completion gains.

Process Specialist at Kaplan, Feb 2021 - Nov 2023 · 2 yrs 10 mos, Bengaluru, Karnataka, India, Transitioning into the auditor profile, I took on the responsibility of maintaining compliance, conducting in-depth audits, controlling student profiles and standardizing processes to enhance accountability and efficiency. Analyzed audit metrics and process KPIs to identify improvement opportunities, using Power BI dashboards to visualize trends for stakeholder decision-making.

Senior Associate at Swiggy, Dec 2018 - Feb 2021 · 2 yrs 3 mos, Greater Bengaluru Area, Led cross-functional collaboration across logistics, tech, and customer support teams to enhance operational workflows. Systematically troubleshot and resolved a key order processing bottleneck by analyzing user pain points, introducing a tracking dashboard, redesigning SOPs, and aligning communication across teams—reducing resolution time by eliminating downstream escalations. Additionally, collaborated with QA and configuration teams to manage real-time workflow updates and feature changes with zero customer impact. Served as the point of contact for operational issues across support teams, capturing detailed problem descriptions and coordinating cross-functional resolution.

Associate at NestAway Technologies Pvt Ltd, Apr 2018 - Dec 2018 · 9 mos, Bengaluru, Karnataka, India

Career transition at Career Break, Dec 2015 - Apr 2017 · 1 yr 5 mos, Bengaluru, Karnataka, India

Education

hssc, hslc, Holy Cross School, Dimapur

Bachelor of Technology - BTech, Electrical, National Institute of Technology Raipur