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Sr. Business Analyst
Azuga Telematics Pvt. Ltd, Bengaluru
Apr-2019 to Dec-2024
▹ Improved customer retention by 12% and generated US$0.4M in annual recurring revenue by developing a Churn Early Warning System focused on 20% high-impact accounts
▹ Elevated report quality and enabled leadership with 100% consistent management insights across departments by unifying 8 dispersed analysts into a centralised reporting team
▹ Reduced Average Handling Time of Customer Support Executives by 30% through a real-time productivity monitoring system
▹ Enhanced process efficiency by developing SOPs that allowed new joiners to be onboarded 3X faster and also improved FTR (First Time Resolution) to 81%
▹ Accelerated vendor onboarding time to 3 days (from 15) by introducing pre-screening, field mapping listing, and sample report validation, leading to 100% data accuracy
Founder
Prasanti Online Sports Store Pvt. Ltd., Pune
Apr-2018 to Feb-2019
▹ Pioneered an e-commerce venture for sports goods, conducting in-depth market research and achieving ₹2 lakh revenue in the first quarter through strategic product positioning.
Manager - Operations
Writer Business Service Pvt. Ltd., Gurugram
Sep-2017 to Dec-2017
▹ Orchestrated multi-city BPS projects across 5 major hubs in North India, ensuring on-time delivery and achieving 100% SLA adherence through manpower planning and cost control.
Manager - Revenue Assurance
Vodafone Idea Ltd. (Idea Cellular Ltd.), Pune
Feb-2013 to AUG-2017
▹ Promoted Twice within Four Years, progressing from Senior Executive to Manager, based on
consistent delivery of high-value analytics and project outcomes.
▹ Awarded with ‘Excellence in Revenue Assurance’ for identifying fraud patterns, improving prepaid/postpaid validation processes, and optimising reconciliation systems.
▹ Transformed revenue assurance by centralising VAS and Prepaid RA processes across 22 circles,
reducing manpower by 16 and saving ₹22M annually by migrating to the RASSC model.
Asst Manager - Service Delivery
Vodafone Idea Ltd. (Idea Cellular Ltd.), Kolkata
Dec-2011 to Feb-2013
▹ Recognized with an Excellence Award for successfully establishing the Mobile Number Portability (MNP) process and ensuring robust validation of the activation procedure.
▹ Designed and executed a comprehensive customer communication plan to educate prepaid users about new plan launches using SMS, IVR, and contact center outreach, tailored to customer onboarding and 3G device usage.
▹ Drove a 28% increase in 2G to 3G customer migration by leveraging targeted communication campaigns during the rollout of 3G services in Kolkata and West Bengal.
▹ Automated the customer communication process to instantly alert users entering 3G-enabled service areas, supporting both improved customer experience and effective analysis and optimization of the 3G network.
Sr. Executive - Service Delivery
Vodafone Idea Ltd. (Idea Cellular Ltd.), Kolkata
Dec-2009 to Dec-2011
▹ Honored with an Award of Excellence for exceptional planning and execution of SIM/Number (Starter Kit) dispatch operations, successfully meeting a surge in demand from 400,000 new customer additions in July 2010 across Kolkata and West Bengal.
▹ Delivered 99% accuracy in customer document submissions for Telecom Regulatory Authority of India (TRAI) audits, setting a benchmark for compliance and operational excellence.
▹ Played a key role in the development, validation, and flawless implementation of the Number and SIM management system in Kolkata and West Bengal, ensuring a seamless rollout with zero downtime.
Asst. Manager - Operations
P. N. Writern& Co. Pvt. Ltd., Guwahati
Aug-2008 to Dec-2009
▹ Spearheaded 100% retrieval and submission of Customer Acquisition Forms to Reliance Telecom during the 2008 Guwahati Serial Bomb Blast (Assam):
▹ Reached 100% online status and eliminated a backlog of 150,000 Customer Acquisition Forms within six months of joining—delivering exceptional results despite operating under crisis conditions with no additional budget.
▹ Ensured uninterrupted digitization and regulatory compliance, maintaining regular operational targets and process integrity throughout the emergency.
▹ Demonstrated outstanding leadership, strategic planning, and resilience while streamlining workflows for maximum efficiency under extreme pressure.
Project Coordinator
Prasad Corporation Ltd., Chennai
Mar-2007 to Jul-2008
▹ Spearheaded 100% retrieval and submission of Customer Acquisition Forms to Reliance Telecom during the 2008 Guwahati Serial Bomb Blast (Assam):
▹ Reached 100% online status and eliminated a backlog of 150,000 Customer Acquisition Forms within six months of joining—delivering exceptional results despite operating under crisis conditions with no additional budget.
▹ Ensured uninterrupted digitization and regulatory compliance, maintaining regular operational targets and process integrity throughout the emergency.
▹ Demonstrated outstanding leadership, strategic planning, and resilience while streamlining workflows for maximum efficiency under extreme pressure.
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