Open to opportunities

Kritika Modi

@kritikamodi

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Result-driven operations manager with expertise in process excellence and digital innovation.

India

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What I'm looking for

I am looking for a role that fosters innovation and collaboration, where I can leverage my skills in process excellence and drive impactful change.

I am a result-driven operations and process excellence professional with over 7 years of experience in leading organizations such as Bharti Airtel, Flipkart, and Swiggy. My career has been marked by a commitment to enhancing operational efficiency and service quality through data-driven analysis and workflow optimization. I have successfully launched strategic products and driven automation initiatives that have significantly reduced manual efforts and improved compliance governance.

At Bharti Airtel, I took on the role of Manager - Process Excellence & Capabilities, where I led high-impact initiatives that earned me the 'Rising Star FY 2022–23' award. My ability to design effective workflows and training programs has consistently resulted in measurable improvements in operational performance. I thrive in cross-functional environments, collaborating with diverse teams to enhance customer experience and drive strategic decision-making.

Experience

Work history, roles, and key accomplishments

Current

Manager - Process Excellence & Capabilities

Current

Bharti Airtel

Apr 2022 - Present (3 years 4 months)

Launched two strategic products, Airtel Xstream AirFiber and Xsafe, as SPOC, driving operational and compliance readiness across teams. Designed MOPs and 15+ workflows, improving process visibility, governance, and training effectiveness.

Compliance Workflow Optimization Automation Strategic Planning Product Launch Cross Functional Collaboration Stakeholder Management Jira Confluence

Lead - Customer Experience

Flipkart Pvt. Ltd

Jan 2020 - Dec 2021 (1 year 11 months)

Improved NPS by 18% through redesigning service touchpoints and streamlining customer journeys. Conducted Root Cause Analysis (RCA) to address service gaps, leading to a 13% increase in CSAT.

Customer Experience NPS Root Cause Analysis Training Programs Cross Functional Collaboration Data Analysis Performance Metrics Stakeholder Management

Sr. Executive

Swiggy

Oct 2018 - Jan 2020 (1 year 3 months)

Optimized delivery workflows, leading to a 28% increase in on-time deliveries and improved customer experience. Supported the expansion into multiple cities by leading team sourcing, onboarding, and process setup during regional rollout.

Workflow Optimization Customer Experience Onboarding Process Setup

Subject Matter Expert

Teleperformance

May 2016 - Mar 2017 (10 months)

Mentored and coached new hires, boosting productivity and team knowledge base. Developed knowledge materials adopted across departments for training standardization.

Mentoring Coaching Training Knowledge Management Productivity Improvement Standardization

Education

Degrees, certifications, and relevant coursework

Suresh Gyan Vihar University

PGDM, Finance & Marketing

Completed a Post Graduate Diploma in Management with a dual specialization in Finance and Marketing. This program provided a comprehensive understanding of business principles and strategic decision-making.

Biyani Group of Colleges

B.Com (Hons.), Business Administration

Obtained a Bachelor of Commerce with Honors in Business Administration. The curriculum focused on core business concepts, preparing for a career in management and operations.