Oct 2025 – Present · 7 mos · Gurugram, Haryana, India · On-site

• Mentorship & Performance Enablement
• Led a group of associates as a Buddy Team Lead, providing mentorship, guidance, and ongoing performance support.
• Created and maintained daily and weekly performance dashboards using Google Sheets, Excel, and PPTs to track growth and efficiency.
• Focused on enhancing associate productivity, engagement, and adherence to CX standards through structured coaching and data transparency.

Feb 2025 – Oct 2025 · 8 mos · Gurugram, Haryana, India · On-site

• Project POC – Quality & Performance | Zomato
• Specialized Project (QC & Data-driven Insights)
• Appointed as POC for a specialized project, responsible for running daily quality checks on associates’ work.
• Designed data-driven action plans to address quality gaps and improve operational efficiency.
• Delivered day-on-day and week-on-week feedback sessions to drive consistent performance improvements.
• Collaborated with leads and managers to align on performance trends and strategic interventions.

Jul 2024 – Feb 2025 · 7 mos · Gurugram, Haryana, India · On-site

• HOV & IRCTC Operations
• Managed VIP and IRCTC orders with precision, ensuring timely, seamless deliveries.
• Handled real-time escalations with empathy and quick problem-solving.
• Led training sessions to boost team performance and confidence.
• Shared product and process feedback to improve tools like Nugget and enhance operational efficiency.