Headline

CS Manager @ Delhivery 🚚 | Ex - Ops Analyst @ Accenture 📊 | Business Operations | Customer Success | Program Management | Process Excellence

About

Over the last 7+ years, I've built my career by solving operational challenges, improving customer experiences, and helping businesses deliver better outcomes. My journey across e-commerce, SaaS, enterprise consulting, and logistics has allowed me to work on customer success, business operations, process improvement, and cross-functional execution in fast-paced environments. Currently, I work as a CS Manager - Strategy at Delhivery, where I lead strategic initiatives focused on service delivery, operational governance, process optimization, and AI-assisted problem solving. My work involves partnering with cross-functional teams to improve SLA performance, streamline workflows, strengthen operational controls, and deliver measurable business impact. Previously, I've worked with organizations including Accenture, Rigi, Pharmeasy, and Flipkart (StarTek), gaining experience in process transitions, customer operations, account management, vendor management, workflow optimization, and business performance improvement. Throughout my career, I've consistently enjoyed breaking down complex operational problems into practical, scalable solutions. I'm particularly interested in roles that combine customer success, business operations, program management, and process excellence. I enjoy working with data, collaborating across teams, and using technology and AI to improve decision-making, simplify operations, and enhance customer outcomes. Core Areas: Customer Success • Business Operations • Process Excellence • Program Coordination • Stakeholder Management • Process Re-engineering • SLA & KPI Governance • Root Cause Analysis • Service Delivery • Operational Strategy • Amazon QuickSight • Salesforce • Advanced Excel • Generative AI I'm always open to connecting with professionals who enjoy solving business problems, improving operations, and building better customer experiences.

Location

Greater Bengaluru Area

AI stack

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Work experience

Manager CS Strategy at Delhivery, Oct 2025 - Jul 2026 · 10 mos, Goa, India, When I joined Delhivery, I stepped into a role where no two projects looked the same. Rather than owning a single process, I work on solving operational challenges that directly impact customer experience, service quality, and business performance across the logistics network. A large part of my role involves understanding why a problem exists before working with cross-functional teams to design practical and scalable solutions. Depending on the business need, this could involve improving service levels, strengthening escalation governance, optimizing operational workflows, analysing performance trends, or supporting AI-assisted root cause analysis. What I enjoy most is working at the intersection of customers, operations, data, and strategy. Every project presents a different problem statement, requiring close collaboration with Operations, Field Operations, Network, and Business teams to improve processes and deliver meaningful outcomes. Over time, I've contributed to initiatives focused on service quality, operational governance, network performance, workflow standardization, and data-driven decision making. These experiences have strengthened my ability to simplify complex operational challenges and deliver practical solutions that improve both customer and business outcomes.

Operations Analyst at Accenture, Aug 2024 - Sep 2025 · 1 yr 2 mos, Greater Bengaluru Area, Joining Accenture allowed me to experience how large-scale enterprise operations are designed, documented, and continuously improved. I worked on an accounts receivable process and a KAM process, where my responsibilities extended beyond day-to-day operations into process transitions, documentation, knowledge transfer, account management, and workflow automation. It taught me the importance of building repeatable processes, using data to support decisions, and maintaining consistency while working with global teams and enterprise clients. This experience strengthened my foundation in structured problem solving, operational excellence, stakeholder collaboration, and process improvement - skills that continue to shape the way I approach business challenges today.

Senior Operations Associate at Rigi, Jan 2021 - Feb 2024 · 3 yrs 2 mos, Bengaluru, Moving to Rigi introduced me to the pace and ambiguity of a growing SaaS startup, where every day brought new challenges and opportunities to learn. Working closely with creators, customers, and internal teams, I supported customer operations, coordinated large-scale webinars, contributed to workflow improvements, and helped prospective creators understand how they could monetize their communities through the platform. The role required adaptability, ownership, and a customer-first mindset while balancing multiple priorities in a dynamic environment. This experience taught me how to thrive in fast-moving teams, simplify operational processes, and create better experiences for both customers and internal stakeholders.

Operations Associate at Startek India, Dec 2019 - Dec 2020 · 1 yr 1 mo, Bengaluru, Transitioning into the Operations Associate role allowed me to move beyond customer support and contribute to process improvement initiatives supporting Flipkart's seller ecosystem. I worked on SLA-driven operations, analysed seller performance, supported listing optimization, and collaborated with cross-functional teams to improve operational efficiency. Along the way, I was recognized for consistently achieving performance targets, reducing operational backlog, and delivering high-quality execution. This experience strengthened my analytical thinking and sparked my interest in solving operational problems through data, process improvement, and collaboration.

Seller Support Executive at Startek India, Jun 2019 - Dec 2019 · 7 mos, Bengaluru, My professional journey began with supporting Flipkart sellers, where I developed a strong foundation in customer service, operational discipline, and SLA-driven execution. Working closely with sellers across calls and CRM, I resolved day-to-day operational queries, collaborated with internal teams to improve turnaround time, and consistently maintained high service quality. This role helped me understand the importance of process ownership, customer communication, and using data to improve operational performance. Consistent performance and process understanding led to an internal movement into the Operations Associate role.

Education

Bachelor of Commerce - BCom, Business Administration and Management, General, Yashwantrao Chavan Maharashtra Open University

Associate's degree, Business/Commerce, General, PeopleTree Education Society