New Delhi, Delhi, India
Ex-Zomato professional with hands-on experience in operations, escalation management, quality assurance, stakeholder management, and process execution within a high-volume, customer-centric environment. Experienced in managing critical customer issues, conducting quality audits, ensuring SLA adherence, and collaborating across teams to deliver operational excellence. Graduated with a B.Com (Hons.) from Vivekananda Institute of Professional Studies with a 9.3 CGPA. Passionate about solving business problems, improving operational efficiency, and driving measurable outcomes through analytical thinking and effective execution. Actively seeking opportunities in Business Operations, Growth, Business Analysis, Category Management, Strategy & Operations, and related roles within high-growth startups and technology-driven organizations.
• Managed High Order Value (HOV) delivery operations, coordinating with merchants, delivery partners, and CX teams to ensure SLA adherence and premium service quality across high-volume shifts. • Resolved complex customer escalations within defined TATs, contributing to improved customer satisfaction and service recovery outcomes. • Handled IRCTC food-on-train escalations with time-bound resolutions, improving end-to-end order fulfillment reliability. • Conducted quality audits for associates to ensure 100% adherence to SOPs and service benchmarks, reducing repeat errors and rework. • Analyzed operational performance data to identify process gaps, driving measurable improvements in associate productivity and queue handling. • Collaborated with cross-functional stakeholders and external partners (including Bistro) on in-house projects to streamline workflows and reduce operational friction. • Executed a Market Reach Research Project to identify underserved delivery zones, supporting regional service expansion planning. • Tested new product features and provided structured feedback to product teams, reducing average resolution time by 15%. • Contributed to a Two-Agent Workflow Optimization pilot, improving task allocation and chat-handling efficiency by 20%. • Supported data collection and reporting for weekly business reviews and performance dashboards for leadership visibility.
1.Assisted in content creation for various digital platforms. 2. Contributed to marketing strategies and campaigns. 3. Managed social media and engaging with the audience. 4. Supported the execution of promotional activities and brand-building initiatives.
Business Development Trainee
Associate Member At ENACTUS-VIPS TC