Kriti Garg

Program Manager @Oyo Vacation Homes

Gurugram, IN

Led cross-functional initiatives with Customer Service, Revenue, and Finance teams, driving process improvements and achieving a 25% reduction in operational costs. Implemented comprehensive tracking systems to enhance transparency and streamline workflows, improving team productivity by 50%. Directed a team of 20, elevating productivity from 60% to 90% and quality metrics from 50% to 93%. Reduced email backlog by 90%, cutting response times from 100 days to 48 hours. Executed the Amigo Project in Spain, achieving a 96% conversion rate by onboarding 656 properties and using homeowner feedback to refine services. Spearheaded the SHN Winback Plan, reopening 432 properties and generating SHNs, directly contributing to revenue growth. Introduced quality assurance programs and feedback loops, leading to a 40% improvement in performance scores. Developed and documented SOPs, enabling seamless transitions of agents into Account Manager roles

Amity Online

Master of Business Administration - MBA

Indira Gandhi National Open University

Master of Arts - MA

Delhi Public School Ghaziabad Society

All India Senior School Certificate Examination (12th)

Delhi University

Bachelor of Arts - BA

Indian School of Business

DigiPivot