Mehak Kwatra

Program Manager

Gurugram, Haryana, India7 yrs 10 mos experience

Highly Stable

Key Highlights

Achieved significant operational efficiencies at Zomato.
Pioneered customer experience improvements with data-led programs.
Developed resilient supply chains for new business verticals.

Stackforce AI infers this person is a Customer Experience and Operations Management professional in the Food Delivery industry.

Contact

Skills

Core Skills

Customer Experience ManagementOperations Process ImprovementBusiness Operations ManagementSupply Chain ManagementMarketing Strategy CoordinationSales GrowthMarket Trend Analysis

Other Skills

Salesforce.comKaptureCustomer Relationship Management (CRM)Microsoft ExcelSenior Stakeholder ManagementTeam ManagementProblem SolvingCustomer SuccessMicrosoft WordAttention to DetailGo-to-Market StrategyProject ManagementProduct ServiceBusiness Case PreparationCross-functional Coordination

About

At Zomato, our team has enhanced the Zomato Everyday experience by pioneering process improvements, leading to significant operational efficiencies . With a robust background in business operations management, we've fine-tuned strategies that resonate with our growth and productivity goals. My academic journey at ICFAI Foundation for Higher Education, crowned with an MBA in Marketing, has been the cornerstone of my skills in market analysis, sales growth, and supply chain management. Our collaborative efforts, alongside key stakeholders, have crafted a resilient supply chain and innovative marketing strategies that propel our ventures at Zomato Instant and Online Ordering.

Experience

7 yrs 10 mos

Total Experience

6 yrs 11 mos

Average Tenure

11 mos

Current Experience

Digihaat

Program Manager – Customer Experience

Jun 2025 – Present · 11 mos · Delhi, India · On-site

Built the Customer Support function from the ground up, establishing workflows, KPIs, and governance structures to scale CX operations.
Achieved 4.3 console rating from 3.6 by executing data-led CX improvement programs and customer engagement initiatives.
Implemented IVR automation and routing frameworks, reducing missed calls by 80+ per day.
Transitioned refunds from reactive to proactive automation, cutting manual interventions and improving TAT accuracy.
Optimized staffing and coverage, enhancing live-order query resolution by 20% and reducing handling time by 92%.

Customer Experience ManagementSalesforce.comKaptureCustomer Relationship Management (CRM)Operations Process Improvement

Zomato

5 roles

Program managar : Zomato Everyday

Jul 2022 – May 2025 · 2 yrs 10 mos

Process Optimization: Developed and implemented new processes and optimized existing ones, significantly reducing manual hours and increasing operational efficiency.
EBITDA Improvement: Successfully refined action plans and strategies, contributing to achieving EBITDA-positive outcomes.
Business Operations Management: Managed and optimized business operations, enhancing overall performance and productivity.

Microsoft ExcelSenior Stakeholder ManagementTeam ManagementProblem SolvingCustomer SuccessMicrosoft Word+11

Senior Category Manager : Zomato Instant

Feb 2022 – Nov 2022 · 9 mos

Collaborating with Key Stakeholders: Partnering with key stakeholders to develop and implement growth strategies for a new business vertical.
Supply Chain Development: Onboarding and managing strategic partners to build and sustain a robust supply chain for new products.
Marketing Strategy Coordination: Working closely with the marketing team to create and execute effective growth strategies

SalesSupply Chain ManagementCustomer Relationship Management (CRM)Retail Category ManagementBusiness AlliancesMicrosoft Office+2

Key Account Manager- Online ordering and Dine in Business

Apr 2021 – Jan 2022 · 9 mos

Leveraging Sales Ecosystem Expertise: Applying deep knowledge of the sales ecosystem to drive portfolio growth and enhance performance.
Market Trend Analysis: Monitoring market trends to identify and assist clients in reaching their target audience effectively.
Competitive Intelligence: Conducting thorough competitive analysis to inform strategic decisions and maintain a competitive edge.
Marketing Strategy Development: Planning and executing innovative marketing strategies to boost user engagement and traction.

Client RelationsSales GrowthStrategic PartnershipsCommunicationAccount ManagementMarket Analysis+2

Senior Account Manager-Online ordering

Promoted

Mar 2020 – Mar 2021 · 1 yr

Identifying & Solving Gaps to Maximize Market Share with the Means of Detailed In-App Inventory & Funnel Analysis.
Advise clients on relevant and impactful marketing communication to be displayed on their advertising space on Zomato.
Manage end to end client relationship including pitching, negotiation, contracting, billing/invoicing, campaign activation, result tracking & troubleshooting.
Implementing The Sales Ecosystem Knowledge Into Driving Portfolio Growth.
Zomato Markets || Active Member in Launching the New Vertical - Delivery of Groceries & Daily Needs at Your Door Step

Account Manager- Online Ordering

Mar 2018 – Feb 2020 · 1 yr 11 mos

Acquired & Advised Clients on Relevant & Impactful Marketing Communication to Drive Higher
Conversion.
Monitoring Market Trends & Playing an Integral Role in Helping the Clients to Tap the Potential Target Audience.
Forecasting, Planning & Execution of Major Outdoor Marketing Activities

Uco bank

Retail Sales Manager

Feb 2017 – May 2017 · 3 mos

Presenting and cross-selling banking services and products to existing and prospective clients.
Recommending and explaining banking services and products to clients based on their needs.
(e.g. lines of credit and mortgages).
Signing on new clients and helping them through the onboarding process.