Apr 2022 – Present · 4 yrs 1 mo

• Bringing growth in Zomato in terms of offers/ promo
• Business relationship with 40+ public/private/fintech Banks to running the offer codes and voucher
• Handling payment tracker and reconciliation process with finance
• Onboarding new partners with complete registration and KYC
• Signing the agreement and addendums with the bank partners
• Accountabe for all payment mapping and clearance
• Providing ~6 Cr business growth on a monthly basis
• Having analytical skills & approach to Billed /Unbilled data
• Ensuring the quantity with quality, maintaining the SOP

Jul 2020 – May 2022 · 1 yr 10 mos

• Face of CRM Campaign execution in Central Marketing.
• Handling bulk Mail, SMS, IVR and Whatsapp for Business
• Periodic campaign analysis and reporting on open rate, click rate and bounce rate to improve efficiency and campaign performance.
• Accountable for timeliness and accuracy of campaigns executed on budget and responsible for monthly invoice billing and coordinating with internal stakeholders for payments if needed
• Provide project status and updates to stakeholders
• Review developed email campaigns and final approval of email (with stakeholder sign off)
• Identify and communicate project risks and roadblocks, with creative solutions to accomplish project
• and business objectives regardless of changing circumstances
• Coordinate with the internal product & tech teams for timely execution of all digital marketing
• Helping the support teams handle complicated and difficult escalations while empowering them
• further by removing roadblocks.
• Worked closely with higher management to understand and make the new process and project
• Knowledge of Sendgrid, Clevertap, Gupshup and Exotel tools.

Jun 2019 – Dec 2020 · 1 yr 6 mos

• Supervising the team who worked on end to end partner servicing via emails meeting all present
• guidelines and turn-around timelines.
• Creating SOPs and Canned responses for the team to make sure that all tasks are performed keeping quality in mind.
• Sourced, hired and trained new merchant support associates and trained them to enhance the merchant base further.
• Keep track of the training of new partners and report absenteeism
• Taking up projects within the team as well as outside to enhance partner experience.
• Handling the priority campaign escalations (FSSAI, GST, Maxsafety, Review and Ratings)
• Handled difficult escalations and supported the team during tough cases/incidents.
• Drove new product initiatives to better streamline the processes to enhance the end-users(partner) experience
• Partnered across departments to collaborate and solve recurring issues. This ranged from solving for partner-specific financial, invoicing, technical and marketing campaign-related issues.
• Handling the Priority Projects with team of 10.
• Day to day planning and execution of tasks aligned and update training procedures according to the new policy
• Weekly analysis and allocation of capacity of the team.
• Knowledge of Salesforce, Helpscout and Zendesk tool
• Playing the responsible role of plus one of manager

Dec 2017 – Jun 2019 · 1 yr 6 mos

• Quality check for UAE and India Menu
• Creating the online menu for restaurant partner (Globally)
• Tracking the daily/weekly reporting of the team
• Taking end to end responsibilities for any multiple tasks assigned
• Taking initiatives in fixing the gaps at the operation level.
• Working in multiple team to take full knowledge of Restaurant partner experience
• Responsible for managing and assisting the agents in General Requests Team, Order, Menu Ops.
• Ensuring that the tickets are being resolved in the minimum possible TAT.
• Managed and trained new members of the team.
• Single handled rating and review escalation process.
• Tracking and maintaining efficiency, quality, and hygiene across the team.

Aug 2017 – Dec 2017 · 4 mos

• Handled customer escalations through chat, voice and email for the online ordering business for Zomato
• Handled social media escalations for VIP users
• Worked on different projects part time to help other teams within Zomato (Sales, Operations, Content)