Mohammad Zaid

Operations Associate

Delhi, India3 yrs 7 mos experience

Key Highlights

3 years of experience in customer operations and analytics.
Implemented over 10 process improvements leading to enhanced service delivery.
Strong proficiency in data tools like Power BI, SQL, and Python.

Stackforce AI infers this person is a Customer Operations Specialist with a strong focus on data-driven process improvements in the SaaS industry.

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Skills

Core Skills

Customer OperationsService Process AnalysisOperational AnalysisProcess Improvement

Other Skills

ExcelSQLCRM systemsData-driven Decision MakingBusiness AnalysisData AnalysisGoogle SheetsRoot Cause AnalysisCRM IntegrationCustomer SuccessCustomer Escalation ManagementCross-team CollaborationCustomer Relationship Management (CRM)Microsoft Power QueryTeam Leadership

About

A graduate in Statistics and Computer Applications, I am an operations and analytics-driven professional with 3 years of experience in enhancing service delivery, analyzing support workflows, and driving process improvement in customer-centric environments. Currently working at Zomato, I specialize in managing top-tier customer operations for the company’s most premium clients-those with the highest revenue impact. I focus on resolving complex service issues, streamlining escalation workflows, and collaborating across teams to improve operational consistency and customer satisfaction. Previously at Textify Digitals, I worked as a Service Operations Analyst where I supported B2B communication clients, analyzed recurring service issues, and contributed to scalable process improvements using tools like Excel, and Power BI. I bring a strong analytical mindset with hands-on proficiency in data tools including Power BI, SQL, Excel, Tableau, and Python. My ability to interpret customer and operational data has directly led to over 10 implemented suggestions across process flows and product updates. Core Skills: Customer Operations | Service Process Analysis | CX Optimization | Operational Reporting | Data Analytics | Root Cause Analysis | Cross-Functional Collaboration | Process Improvement | Data Analytics | Power BI | SQL | Excel | Tableau | Python | Process Improvement | Communication | Team Collaboration

Experience

3 yrs 7 mos

Total Experience

1 yr 11 mos

Average Tenure

1 yr 8 mos

Current Experience

Zomato

Customer Operations Specialist

Aug 2024 – Present · 1 yr 8 mos · Gurugram, Haryana, India · On-site

Focused on optimizing support workflows and improving service operations for Zomato’s premium customer segment. Leveraged tools like Excel, SQL, and internal CRM systems to analyze service requests, identify recurring issues, and implement data-backed process improvements.
Played a key role in recognizing gaps in ticket resolution patterns and support team workflows. Provided structured insights and operational feedback that led to 10+ enhancements in product functionality and support procedures.
Collaborated with cross-functional teams to align frontline execution with backend efficiency goals. Took part in pilot initiatives and special ops projects aimed at improving responsiveness, reducing escalations, and refining resolution logic.
Trusted for critical process documentation, issue tracking, and mentoring peers in efficient use of support tools and SOPs.

ExcelSQLCRM systemsData-driven Decision MakingBusiness AnalysisCustomer Operations+1

Textify digitals private limited

Associate Operations Analyst

Aug 2022 – Jul 2024 · 1 yr 11 mos · New Delhi, Delhi, India · On-site

Supported service operations for a B2B SaaS company offering messaging and communication solutions to enterprise clients. Focused on analyzing operational workflows, identifying service inefficiencies, and implementing data-driven improvements across client support processes.
Used Excel and Google Sheets extensively to track and visualize service patterns, ticket handling timelines, and issue recurrence trends. Conducted root cause analysis to identify bottlenecks and contributed to the optimization of internal resolution frameworks.
Prepared structured reports and documentation for internal stakeholders, enabling better decision-making and improving SLA compliance. Collaborated with product and delivery teams to recommend changes that reduced manual effort and enhanced service consistency.
Recognized for driving continuous improvement through operational insight, precision, and proactive problem-solving in a high-volume support environment.

ExcelGoogle SheetsRoot Cause AnalysisData-driven Decision MakingBusiness AnalysisOperational Analysis+1