Manish Dwivedi

• Acquisition of fitness centers across North • Designing processes for marketplace, everything from vendor acquisition strategy and source to customer query handling and feedback • Designing business process and driving efficiency in sales, marketing, operations • Spearheaded the acquisition initiatives and established new B2B and B2C channels. Optimized these channels for effective funnel conversion and customer retention. • Devised growth strategies targeting different cities pan India, focused on conversion across different stages of the funnel. This resulted in a 25% conversion and addition of investing accounts. • Worked with cross functional teams like product, marketing, tech and design for inception, execution and delivery of the various projects. • Creating & identifying potential opportunities. • Meeting potential customers and setting up opportunities to engage. • Leveraging existing resources/databases and connections to acquire business. • Closing Deals and the ability to hit targets month on month. • Working with internal stake holders to ensure delivery • Revenue generation through BYG CRM Sales

Heading the Overall Operations of North India (NCR, Rajasthan,UP,Punjab,UK,Assam and Chandigarh) - Customer Delight, Driver Escalations Desk, Customer Outbound Calling, Dispatch, Issue Resolution Desk, Chat process, Quality, Training, Tech Ops and Demand Generation Activities along with process and business related transitions. • Handling North partner care call centre which consist of 28 North cities (Wherein drivers calls for any query/complain/resolution) • Support centre for all driver queries are resolved on first call • Handling mails of Support@olacabs.com • Preparing RCA for escalations and handling customer escalation mails. • Resolving Social media escalations through proper investigation. • Managing customer delight and experience

• Identifying, negotiating and on-boarding potential supply for OYO • P&L management • Worked on increasing sales and brand visibility • Responsible for driving new business alliances and partnerships to grow OYO’s business • Resolving Social media escalations through proper investigation. • Managing customer delight and experience

• Driving NPS (Net Promoter Score) • P&L management • Handling customer escalations and resolving issues timely • Resolving social media escalations through proper investigations • Managing customer delight and user experience

• Business analyst for domestic Hotels • P&L management • Price negotiations

• Business Analyst for Disney reservation centre (Orlando & Tampa Region) • Business Analyst for Oberoi & Trident group of hotels • Timely Business analysis report to client on process performance