May 2024 – Nov 2024 · 6 mos · Gurugram, Haryana, India

• Certified in product management from Duke University!

May 2022 – May 2024 · 2 yrs · Gurugram, Haryana, India · On-site

• Drove a 15% increase in cost savings and implemented new vendor strategies as a Senior Associate specializing in Category Procurement, leveraging vendor negotiation techniques and sourcing optimization methods as per industry trends.
• Managed vendor relationships and coordinated with suppliers in Delhi/NCR using the Zomato Hyperpure dashboard to ensure consistent inventory levels, outperform competitors, and maintain business stability according to market conditions.
• Responsible for managing fill rate (availability) and have managed 3 centres.
• Collaborated with cross functional teams like quality and warehouse team to change the product strategies by analysing data for bringing in the desired results for business growth.
• Created a product roadmap using Zomato dashboard and Google Sheets to achieve business goal of upholding a 95% fill rate, driving sales growth and implementing corrective actions by analysing product performance metrics by preparing reports on article level, vendor level, cpc level which also helped in making informed product decisions.
• Facilitated vendor payment processing in collaboration with finance using Google Sheets and Zomato Hyperpure dashboard, ensuring timely inventory procurement and uninterrupted supplies.
• Responsible for documenting product requirements to vendors so that they could take corrective actions wherever necessary for sustained business growth.
• Successfully advanced to a leadership role at Zomato Hyperpure Pvt. Ltd. (May '22 - May '24) specializing in fruits and vegetables, driving a 20% sales increase

Oct 2019 – May 2022 · 2 yrs 7 mos · Gurugram, Haryana, India · On-site

• Worked as senior executive in customer experience (Oct’19 - May’22)
• Handling customer issues and solving them with a CSAT score (90%+),quality score (95%) and also handled customer retention which resulted in an
• increased customer engagement on our platform

May 2018 – Sep 2019 · 1 yr 4 mos · Gurugram, Haryana, India

• Excelled as a Senior Associate in elevating Customer Delight processes, resulting in a 20% surge in customer satisfaction and a notable 15% boost in operational efficiency by leveraging strong communication skills
• Contributed to the success of the Helpscout (mailing team) and Food Not Delivered team processes by closing 100+ tickets daily, improving customer satisfaction ratings, and resolving escalations in a timely manner.
• Achieved exceptional CSAT and quality scores of 90%+ and 95%, respectively, by addressing customer issues through personalized solutions, regular follow-ups, and providing top-quality resolutions using freshchat
• Achieved a 96% best quality score (Inhouse) resulting in a drive to learn and excel further, was also awarded for the same.
• Interfaced with a substantial client base comprising Indian and U.A.E customers, implementing customer segmentation and personalized communication strategies to enhance their experience
• Elevated from Associate to Senior Associate, enhancing client satisfaction levels and optimizing processes for a 30% efficiency boost through adept client relationship management

Dec 2016 – May 2018 · 1 yr 5 mos · Udyog Vihar phase 4 Gurugram

• Worked as a Senior Executive (Operations)
• Enhanced customer satisfaction and reduced resolution time by meeting SLA targets while actively engaging in the National Escalation Team process for AIRTEL, utilizing CRM software and expertise in customer escalation management.
• Resolved over 100 customer issues identified through email communications, providing solutions over the phone using CRM and Helpdesk software.
• Resolved over 100 customer disputes within the Exceptions Handling team utilizing CRM software, Zendesk, and Excel sheets to ensure customer satisfaction.
• Utilized ICRM, Pacs, and Unified Desktop for efficient data management and enhancing customer interactions, particularly in projects focused on customer service enhancement

Jan 2014 – May 2015 · 1 yr 4 mos · Kailash colony

• Collaborated as an Operation Executive with an abroad education consultant, driving a 30% increase in student enrollment by leveraging CRM software for streamlined operations
• Generated 100 walk-ins for the company through telemarketing, achieving a 25% increase in foot traffic which resulted in increased productivity for the company and increasing the revenue for the company through conversions.
• Provided services for countries such as Canada, New Zealand, and Australia etc, including advising on academic credentials and recommending ideal study destinations