Nov 2020 – Aug 2025 · 4 yrs 9 mos · Goa, India

• Acted as the single point of contact for all queries, issues, and grievances of assigned key accounts, ensuring quick resolution and fostering strong relationships that boosted client satisfaction and long-term retention.
• Built and maintained strategic relationships with key decision-makers, driving increased repeat business, account retention, and overall client loyalty.
• Conducted end-to-end logistics process training for new joiners, covering end-to-end logistics processes to ensure they were fully prepared to begin work efficiently.
• Led the team in the absence of the reporting Manager, ensuring smooth operations, maintaining high-quality standards, and consistently achieving KRAs.
• Managed and resolved client escalations by conducting thorough root cause analyses (RCA) and implementing practical, timely solutions to prevent recurrence.
• Collaborated with cross-functional teams to enhance client account performance, ensuring sustainable business growth and operational efficiency.
• Delivered in-depth product and service presentations, effectively addressing client inquiries to maximize satisfaction and enhance service experience.
• Engaged with clients to gather requirements, designing and implementing customized logistics solutions aligned to their business needs.
• Identified process and product gaps, providing actionable feedback to product teams to align offerings with client expectations and improve service delivery.
• Conducted regular client performance reviews, driving improvements in delivery TAT, pickup efficiency, and other key performance metrics.

Mar 2020 – Jul 2020 · 4 mos · Bengaluru, Karnataka, India

• Drive real-time monitoring of SLAs to proactively identify situations that might lead to bad customer experience and solve for all such situations.
• Coordinate with respective stakeholders for RCA along with corrective and preventive actions for identified defects/complaints viz. Operations, Tech, Procurement, CS, etc for problem-solving.
• Create reports on various KPI metrics and follow-up with respective stakeholders on improving the same.
• Track and publish productivity reports for inward, put away, picking, and dispatch.
• Conduct complete RCA on fill rate issues and publish reports to respective stakeholders.
• Ensure process adherence and follow-up with the ground team to provide an excellent delivery experience to customers.
• Ensure the performance is met and provide support and guidance in case of any lag.
• Handled Varies Teams in the absence of Managers.

Jan 2019 – Jan 2020 · 1 yr

• Handling top brands operations on menu engineering, discounting strategies, spend rationalization, menu engineering, customer retention using analytics.
• Responsible for the growth, retention, and lifecycle of important accounts in Bangalore.
• Helped restaurants grow by analyzing data, identifying trends, communicating information and providing structured feedback.
• Planning and building sustainable processes to measure, track and ensure operational excellence and overall business growth for these key restaurants.

Jan 2018 – Dec 2018 · 11 mos

• Set up and Launched Uber Auto in Bangalore.
• Run an efficient and partner obsessed in-person support center for all Uber Partner in Bangalore.
• Own operational metrics for profitability, operational and partner satisfaction.
• Evaluate operation processes for achieving compliance with quality requirements.
• Supporting - All UberEats, UberRides, and UX Research Team.
• Ensure ease of access for all partners and maintain standard service across all locations.

Nov 2017 – Jan 2018 · 2 mos

• Responsible for managing the large inflow of contacts (Driver partners) by solving their queries on a daily basis by Identifying, assessing and resolving driver partner's query / issue.
• Handling irate driver partners - understanding their concerns and complaints and deliver appropriate solutions within the scope of possible action.