Headline

Business Operations Analyst | Data & AI-Driven Operations, WFM & MIS | Improving SLA, CSAT & Cost with Analytics & AI Tools

About

I am a Business Operations Analyst with 10+ years of experience using data, analytics, and process improvement to make operations faster, more predictable, and more efficient across ecommerce, mobility, logistics, and B2B environments. Across roles at Myntra, Ola, Udaan, GoSwift, and my own venture Surat Textiles, I’ve worked on: Improving SLA performance and forecast accuracy Reducing backlogs, fraud, and customer complaints Building MIS reports and dashboards that leadership can act on Standardizing processes and SOPs across teams and partners Some highlights: At Ola, improved SLA from 76% to 90%+ and increased agent resolution rate by 38% by redesigning WFM, forecasting, and reporting. At Udaan, reduced Freshdesk backlog from 3,000+ tickets to under 400, cut risk exposure by 25%, and achieved a 30% reduction in customer complaints through risk and quality frameworks. As a Co-Founder of Surat Textiles, built end-to-end operations (procurement, inventory, vendor management, fulfilment) and aligned stock and supply to real customer demand. I am now pursuing AI for operations and analytics, and actively use tools like ChatGPT, Claude, Microsoft Copilot, and Google Gemini to: Explore data and generate insights faster Draft and refine documentation, SOPs, and analysis Run scenario analysis and support decision-making What I’m looking for: Business Operations / Operations Analytics / Workforce or Supply Chain Analytics roles where I can combine data, AI tools, and operational experience to improve KPIs such as SLA, CSAT, cost per transaction, backlog, and risk. If you’re hiring for Business Operations Analyst, Operations Analyst (AI), Workforce Analytics, or Supply Chain Analytics roles, I’d be happy to connect.

Location

Greater Bengaluru Area

AI stack

anthropic apis

claude

gemini

github copilot

grok

hermes agent

Work experience

Founder at Surat Textiles, May 2023 - Mar 2026 · 2 yrs 11 mos, Built and scaled wholesale textile operations, optimized inventory, vendor management and AI-supported analytics.

Manager at GoSwift, Oct 2022 - Mar 2023 · 6 mos, Managed D2C clients, implemented SOPs and improved operational efficiency.

Manager at GoSwift.in, Oct 2022 - Mar 2023 · 6 mos, Onboarded and managed high-value strategic D2C clients, optimizing workflows and maximizing client retention rates. Identified and executed revenue growth opportunities through tailored logistics support and metrics-driven key account management. Authored comprehensive Standard Operating Procedures (SOPs), significantly enhancing team accountability and execution accuracy.

Operations Team Lead Returns at udaan.com, Dec 2019 - Apr 2022 · 2 yrs 5 mos, Bengaluru, Karnataka, India, Team Lead – Operations | Dec 2019 – Apr 2022 Led operations for Food, FMCG, Pharma, and escalation returns, coordinating with 3PL partners. Reduced Freshdesk backlog from 3,000+ tickets to under 400 by restructuring workflows and enforcing SLA discipline. Designed audit controls and system flags that reduced return fraud and improved risk visibility. Developed and implemented a risk management framework, reducing overall risk exposure by 25%. Established a quality management system that cut customer complaints by 30% and improved service consistency. Conducted regular audits and data-driven reviews that increased operational efficiency by 15%.

Team Lead at udaan.com, Dec 2019 - Apr 2022 · 2 yrs 5 mos, India

Team Lead at Udaan, Dec 2019 - Apr 2022 · 2 yrs 5 mos, Reduced Freshdesk backlog from 3000+ to under 400, reduced operational risk by 25%, improved efficiency by 15% and customer complaints by 30%.

Education

BBM, Accounting, RC Group of Institutions

Bachelor of Business Administration, Accounting and Business/Management, bangalore university