At Snabbit, I managed customer experience operations across call, chat, email, and social media. I designed refund and cancellation workflows with Product, Tech, and Finance, reducing processing errors and escalations.
I also optimized AI chatbot performance by analyzing transfer errors and failure patterns with Tech and Product. I managed Online Reputation Management across app stores and social platforms, and coordinated external BPO vendors.
At Borzo, I managed key accounts including Apollo, Kissan Konnect, and Zee Labs, supporting client retention and revenue protection. I also led a PAN-India cancellation reduction project that cut order cancellations by 8–10% through root cause analysis and workflow redesign.
Earlier, I handled customer service for financial products at Shriram Value Services and travel-related customer queries at Wipro Limited. I began my career in accounts and tax work at CA Prashant Koyande & Co., preparing returns and financial statements.
