At Meritto, I redesigned support operations during a migration from Zendesk to Zoho Desk, saving INR 13L in annual licensing costs. I also built an account activation process that reduced the cycle from 3 days to 1 day across 60+ quarterly onboardings.
I redesigned implementation quality checks, improving accuracy from 79% to 92.7%, and built dashboards with the analytics team for leadership visibility. I also created a subscription management workflow that achieved 100% audit compliance across 11,000+ quarterly subscriptions.
At Crio.Do, I owned B2C operations for a 35+ member team across onboarding, program delivery, and referral eligibility. Through journey analysis and operational changes, I helped reduce median onboarding completion time from 40 to 25 hours and improved customer activity and engagement.
At BYJU'S, I improved customer NPS from 84.2% to 94.45% across a 20+ member operations team. Earlier, at Evelyn Learning Systems Pvt. Ltd., I led a 4-member team responsible for quality governance across 20+ publication workflows, maintaining 98%+ accuracy compliance.
