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garima yadav

@garimayadav1

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Senior Customer Operations and Business Development leader driving revenue, retention, and scalable operations.

India

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What I'm looking for

I’m looking for a remote or hybrid role where I can lead customer operations and business development—building retention and escalation frameworks, scaling commerce or distribution, and using data to deliver measurable revenue and customer satisfaction gains.

I’m a results-driven Customer Operations and Business Development leader with 18+ years of progressive experience across Telecom, FMCG, Dairy, and E-commerce. I build customer success frameworks, manage large-scale operations, mentor 1,000+ entrepreneurs, and generate multi-crore revenue through strategic planning and distribution management. I’m recognized for operational excellence with awards and top-performer rankings.

As Business Operations Head at Tusha Designs (January 2021–Present), I’ve built and scaled a D2C sustainable fashion brand to profitability through end-to-end operations management, digital marketing, and customer experience strategy. I design customer acquisition and retention strategies via social media marketing and WhatsApp commerce, implement structured customer feedback systems, and improve satisfaction scores through targeted campaigns and repeat-purchase focus.

Previously, as Business Planning Head & Operations Lead at YJ Pure Milk Products Pvt. Ltd. (April 2018–December 2020), I drove business expansion, distribution network setup, and customer operations. I appointed and managed 7 distributors, established 4,000+ CFT cold storage and refrigerated logistics, ensured SLA compliance across districts, and diversified revenue through a fast food and ice cream parlour (₹40 Lakhs+ turnover) and a COVID-19 micro-delivery model in partnership with Zomato.

Earlier, at the National Dairy Research Institute (September 2013–January 2018), I led technology commercialization, entrepreneurship development, and business incubation support under ICAR. I organized and managed 200+ Entrepreneurship Development Programs and mentored 1,000+ entrepreneurs, helping incubatee turnover exceed ₹2 Crore, and I’m equally strong in customer service operations—having handled nodal/appellate escalations, improved SLA adherence via root cause analysis, and earned ‘Functional Star’ recognition for operational excellence at Reliance Communications.

Experience

Work history, roles, and key accomplishments

Current

Business Operations Head

Current

Tusha Designs

Jan 2021 - Present (5 years 5 months)

Built and scaled a profitable D2C sustainable fashion business through end-to-end operations management and customer experience strategy, driving consistent month-on-month growth via social media and WhatsApp commerce. Owned sourcing, production coordination, order fulfilment, inventory planning, vendor negotiations, and after-sales service, and implemented structured customer feedback to improve

D2C Operations & Customer Success WhatsApp Commerce Digital Marketing Inventory Planning Order Fulfilment Pricing Strategy

Business Planning & Ops Lead

YJ Pure Milk Products Pvt. Ltd.

Apr 2018 - Dec 2020 (2 years 8 months)

Drove regional business expansion and customer operations for a dairy and FMCG distribution company, managing 7 distributors and generating annual revenue exceeding ₹2 Crore. Built and operated 4,000+ CFT cold storage and refrigerated logistics, ensured SLA compliance for Mother Dairy Ice Creams and Safal, and launched a fast food/ice cream parlour vertical generating ₹40 Lakhs+ while pioneering C

distribution management Revenue Generation Refrigerated Logistics SLA Key Account Management Logistics Coordination Partnership Development Process Implementation

Manager - Customer Operations

National Dairy Research Institute (NDRI)

Sep 2013 - Jan 2018 (4 years 4 months)

Led technology commercialization, entrepreneurship development, and business incubation support under ICAR, organizing and managing 200+ Entrepreneurship Development Programs. Mentored and coached 1,000+ entrepreneurs in business planning and growth, contributing to cumulative incubatee turnover exceeding ₹2 Crore, and managed commercialization/valuation strategies, collaborations, and contract/li

Partnership Development Mentorship & Coaching KPI Tracking

Deputy Manager - Customer Service Ops

Reliance Communications Ltd.

Feb 2007 - Jul 2013 (6 years 5 months)

Managed customer retention, escalation handling, and service quality operations across Rajasthan and Gujarat circles for a major telecom provider. Improved performance by reducing nodal/appellate escalations through root cause analysis and SLA adherence, enhanced churn reduction using data-driven action plans, supported full-cycle GSM rollout, and trained teams to increase first-contact resolution

Customer Retention Escalation Management SLA Management Root Cause Analysis GSM Rollout Support UAT coordination First Contact Resolutions Training & Coaching Customer Operations

Education

Degrees, certifications, and relevant coursework

Indian Institute of Planning & Management (IIPM)

Master of Business Administration (MBA), Business Administration

Earned a Master of Business Administration (MBA) from IIPM in New Delhi. Built foundational knowledge in business management and leadership.

Dyal Singh College

Bachelor of Commerce (B.Com), Commerce

Earned a Bachelor of Commerce (B.Com) from Dyal Singh College in Karnal. Developed core competencies in commerce and business fundamentals.

South Delhi Polytechnic

Diploma in Media Communication, Media Communication

Completed a Diploma in Media Communication at South Delhi Polytechnic. Strengthened skills in media communication and related communication practices.