Learning Program Management

Six Sigma Foundations

Bachelor’s Degree

Diploma

Had the opportunity to manage the complete onboarding for multiple projects simultaneous in B2B SaaS platform helping restaurant and perishable retail outlets to have a digital presence on channels like website, android and IOS.

Managing multiple stakeholders with a well-defined platform for communication with team and external to get the project out, owning the complete project until release, guiding & training new and existing colleagues on how the inhouse platform works.

During the process, we would need to cater to multiple third-party to comply with TOS for each platform including SMS sender registration & template registration, Google console, Payment Gateway, Apple developer account, Google play, Various DNS portal, etc

In a short span of 1 year, was able to onboard more than 50 projects including website, android and IOS.

Operations Manager

Launched India's first online deployment of payment devices (EDC) and run internal supply chain for the deployment of hardware to merchants across India.
Gain a deep understanding of users & merchants and competition, identify & fill product gaps and generate new ideas that improve user experience, retention & growth.
Implemented key product feature towards GST automated filing from POS; evaluated the possibilities, partners and the workflow.
Documented root cause analysis and provide solutions towards product-level challenges after extensive research; assisted the product team in reproducing bugs and testing before deployment and use of JIRA tools for fixing and updating issues.

Deputy Manager Operations

Built and led the account management and customer success teams for a B2B SaaS product (Point of Sale & Payment devices).
Lead a high-performance training team which conducted scheduling, training and implementation for the on-boarded online merchants.
Developed training program and led training workshops, training sales teams across India, developing best practice methods and creating consistent communication to strengthen the brand and increasing the product awareness.
Launched and ran the on-boarding, training and support programs for the subscribed merchants across India; along with specifically owning the merchant help desk (level 3), the highest level of support for resolving customer queries.

Assistant Operations Manager

Built the workflow from scratch for client onboarding and after-sales support.
Setting up of merchant helpdesk for supporting clients throughout India with IVR for all service related queries(Exotel); standardised on support mail follow up using Freshdesk,
Owned and built the product feedback mechanism from clients directly for betterment and improvement of product.
Developed the training workflow for merchant and their respective team depending on size, requirement and availability. 
Management of subscription renewal from existing merchant accounts.
Responsible for hiring, mentoring, performance reviews, managing and supervising the Operations team.
Led the business growth (with sales team) and after-sales activities for ~2,500 accounts (up from 4 accounts, at the time of my joining).

Head of Global Operations

Ops at Aviyel | Ex-(Weavedin, Paytm & Urbanpiper)

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