Pooja Kumari
@poojakumari9
Post-sales operations leader at Spinny who improved resolution to 92% across 16,000+ monthly cases.
IndiaWhat I'm looking for
At Spinny, I direct post-sales operations supporting 16,000+ monthly customer cases. I improved the resolution rate from 86% to 92% and reduced turnaround time from four days to two, while maintaining a 97% Quality Score.
I support an approximately 80-person team and built SOPs, coaching plans, and AI-enabled response templates to reduce manual handling. My work spans post-sale workflows including RC transfers, insurance claims, and customer escalations.
At Vutto, I owned the pre-owned two-wheeler lifecycle from procurement to delivery, including full P&L. I streamlined RTO and ownership-transfer processes through automated tracking and vendor partnerships, and managed vendor performance against SLAs.
At Cars24 Financial Services Pvt. Ltd., I progressed through five roles across operations, compliance, and credit risk. I raised Digital KYC adoption from 87% to 99%, reduced operational TAT from 17 hours to six, and contributed to automation that took loan disbursal to 100% digital.
Experience
Work history, roles, and key accomplishments
Direct post-sales operations supporting 16,000+ monthly customer cases across a distributed team. Improved resolution rate from 86% to 92% and reduced TAT from 4 days to 2 days while maintaining a 97% Quality Score and 75% CSAT.
Assistant Manager, Operations & Post Sales
Vutto
Sep 2024 - Aug 2025 (11 months)
Owned the end-to-end lifecycle of pre-owned two-wheelers including procurement, refurbishment, and delivery with full P&L responsibility. Streamlined RTO processes and managed a multi-vendor network with dashboard-based SLA tracking.
Promoted through 5 roles in under 4 years, leading operations, compliance, and credit risk. Raised Digital KYC adoption from 87% to 99%, cut operational TAT from 17 hours to 6 hours, and grew monthly loan disbursals from 2,500 to 4,000.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University
Master's, English
2016 - 2018
Pursued a Master's degree in English from Indira Gandhi National Open University, New Delhi, from 2016 to 2018.
University of Delhi
Bachelor's, Arts
2012 - 2015
Completed a Bachelor's degree in Arts from the University of Delhi, New Delhi, from 2012 to 2015.
Kendriya Vidyalaya
Higher Secondary
2010 - 2012
Completed Higher Secondary education from Kendriya Vidyalaya, New Delhi, from 2010 to 2012.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
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