Headline

Seller & CX Operations Leader @ noon || E-com & Q-com (B2C, B2B & D2C) || Scaling Ops & Automation || Lean Six Sigma GB || Ex - Udaan & Bigbasket || IIM Kozhikode

About

With over 18 years of experience in customer service and seller support across dynamic e-commerce startups, I bring a proven track record of driving operational excellence, service delivery, and scalable process transformations. Leveraging deep expertise in both B2B and B2C ecosystems, consistently delivered impact across high-growth platforms such as noon, Udaan, Bigbasket, and others leading large cross-functional teams and managing complex reverse logistics across multiple regions including Saudi Arabia, UAE, and Egypt. A certified Lean Six Sigma Green Belt, specializes in operational strategy, SLA governance, CRM optimization, and workforce planning. My approach integrates data-driven decision-making, critical thinking, and continuous improvement to enhance customer experience and seller satisfaction. My portfolio includes scaling seller support & customer service teams, designing SOPs and training protocols, reducing process gaps through strategic re-engineering and quality interventions. What sets me apart is a rare combination of analytical sharpness, operational agility, and empathetic leadership. Known for fostering high-performance cultures, innovation, and accountability. Whether optimizing front-end customer journeys or back-end seller ecosystems, I bring a holistic view that aligns business outcomes with exceptional service standards. Driven by purpose and adaptability, thrives in fast-paced, impact-oriented environments where complexity is welcomed and transformation is constant.

Location

Bengaluru

AI stack

claude

gemini

notebooklm

perplexity

ChatGPT

Wispr Flow

Work experience

Seller & Customer Support Leader at noon, Aug 2021 - Present · 5 yrs 4 mos, Greater Bengaluru Area, Leads forward and reverse seller operations at Noon, managing seller support and returns across KSA, Dubai, and Egypt regions to ensure seamless service and process efficiency. Achievements: ~ Managing seller support operations for KSA, UAE & Egypt region across multiple communication channels including email, Zendesk, Zoho tickets, inbound/outbound calls, and social media escalations. ~ Managed program for forward operation and reverse operations covering KSA, Dubai, and Egypt markets. ~ Solely responsible for confiscation and management of Return to Vendor (RTV), Non-Deliverable Returns (NDR/RTO) and Customer Returns across the entire region. ~ Streamlined returns management processes to reduce delays and enhance operational efficiency. ~ Coordinated resolution of MCI complaints to improve customer and seller satisfaction. ~ Collaborated cross-functionally to optimize seller experience and operational workflows. ~ Ensured compliance with regional service level agreements and operational standards.

Seller Ecosystem || Seller Experience || Return Dispute Management at udaan.com, Jul 2019 - Aug 2021 · 2 yrs 2 mos, Bengaluru, Karnataka, India, Led seller support and return dispute management at Udaan, driving process optimization and team building to enhance seller experience on a B2B trade platform. Achievements: ~ Managed multi-channel seller support including email, chat, inbound/outbound calls, and escalations. ~ Oversaw seller onboarding processes: shortlisting, activation, training, and listing creation. ~ Built and led a 35-member team dedicated to managing return-to-origin (RTO) disputes. ~ Developed process flows, playbooks, SOPs, and quality audit functions for transactional interactions. ~ Achieved a 90-fold reduction in RTO disputes through process re-engineering and elimination of non-value-added activities. ~ Introduced reverse pick-up for incorrect product claims and quality checks at logistics hubs. ~ Utilized data analysis to identify issues and implement targeted problem-solving measures.

Operations Excellence Manager at Danube, Apr 2019 - May 2019 · 2 mos, Jeddah Governorate, Saudi Arabia, Delivered operational efficiencies and enhanced customer service processes during a short tenure at Danube, ensuring SLA compliance and cross-functional collaboration. Achievements: ~ Ensured adherence to Service Level Agreements (SLAs) aligned with business requirements. ~ Collaborated with operations, technology, and marketing teams to implement new strategic initiatives. ~ Introduced Qubiscan machine for accurate product dimension measurement, reducing customer escalations. ~ Implemented cartonization and insulated liners for chilled and frozen products to preserve quality. ~ Increased picking efficiency from 57% to 83% through Time and Motion study analysis. ~ Generated additional monthly revenue of $373,000 by optimizing operational processes. ~ Executed CTI integration between Avaya, Freshdesk, and admin portal for improved communication.

Operations Manager at bigbasket.com, Jul 2015 - Apr 2019 · 3 yrs 10 mos, Bengaluru Area, India, Managed large-scale customer service operations at India’s leading online grocery platform, overseeing team expansion, process optimization, and multi-location contact center setup. Achievements: ~ Scaled customer service team from 100 to over 400 CSRs, including leadership hiring and development. ~ Established contact centers in Pune and Hyderabad with combined headcount of 350 employees. ~ Implemented process re-engineering and technology solutions to eliminate non-value-added activities and reduce costs. ~ Managed contracts and billing for telephony and CRM service providers, ensuring sufficient channel capacity. ~ Designed and executed performance management and rewards programs to boost team productivity. ~ Developed an escalation desk to efficiently resolve customer complaints and improve satisfaction. ~ Conducted regular KPI reviews, monitoring service levels, abandonment rates, AHT, occupancy, attrition, and CSAT.

Co-Founder at VK Classic Industries, Dec 2013 - Jun 2015 · 1 yr 7 mos, Bengaluru, Karnataka, India, Established and managed a manufacturing unit for commodity products in Bangalore, overseeing end-to-end operations including planning, finance, compliance, marketing, customer service, and human resources. Achievements: ~ Successfully launched and operationalized the manufacturing facility, ensuring timely production start. ~ Developed and executed strategic plans to align business goals with operational capabilities. ~ Managed financial accounting and budgeting processes to maintain cost control and profitability. ~ Ensured compliance with legal and regulatory requirements to mitigate risks. ~ Directed marketing and sales initiatives to build brand presence and drive customer acquisition. ~ Led customer service efforts to enhance client satisfaction and retention. ~ Oversaw recruitment, training, and management of employees to build a competent workforce.

Process Manager at Vindhya e-Infomedia Pvt.Ltd, Apr 2012 - Nov 2013 · 1 y 7 mo, Bangalore

Team Lead at Concentrix, Apr 2006 - Oct 2010 · 4 y 6 mo, Bangalore

Education

Professional Certification Programme, General Management, Indian Institute of Management, Kozhikode

Bachelor of Commerce - BCom, CMJ UNIVERSITY