Feb 2025 – Present · 1 yr 3 mos · Gurugram, Haryana, India · On-site

• Point of contact for IRCTC CD Team, ensuring smooth and timely train food deliveries via Zomato
• Conducted regular training sessions for new joiners and existing team members to enhance performance
• Led quality audits to maintain high service standards across all customer touchpoints
• Leading Team during peak operations, managing and mentoring a 50-member team
• Handled frontline escalations and provided real-time floor assistance to ensure quick resolutions
• Collaborated with operations to streamline workflows and reduce turnaround times
• Shared critical feedback on Nugget, contributing to impactful product improvements
• Introduced creative solutions to enhance customer experience and internal processes

Jul 2024 – Present · 1 yr 10 mos · Gurugram, Haryana, India · On-site

• Managed high-value food delivery orders for premium customers as part of the HOV team
• Ensured safe and on-time deliveries with zero compromise on quality
• Delivered a seamless VIP experience through proactive coordination and real-time monitoring
• Resolved potential issues swiftly to maintain service excellence at every stage