Jul 2024 – Mar 2025 · 8 mos

• Implemented online ordering systems in PVR INOX & Cinepolis cinemas throughout Gurgaon while spearheading the expansion strategy.
• Led the complete Walker project across cinemas managing
• onboarding & training of pick up riders.
• Collaborated with internal and external stakeholders to
• streamline operations and maintain user experience metrics
• aligned with our business goals.
• Developed trackers & assisted in creating dashboards for
• analyzing diverse user experience and growth metrics across
• different funnels.
• Devised marketing strategies to encourage product adoption
• and increase app engagement
• Oversaw key accounts, ensuring month-over-month growth in
• sales and gross merchandise value (GMV)

Jul 2021 – Jul 2024 · 3 yrs

• Financial Modeling and Analysis**:
• Designed financial models for Rajasthan, HP, Haryana, and Punjab.
• Focused on rider payouts, festive constructs, and delivery partner retention programs.
• Reporting and Metrics Analysis**:
• Utilized Excel, Redash, etc., to analyze financial and quality metrics.
• Created comprehensive reports and dashboards for C-suite executives.
• Logistics Operations Leadership**:
• Grew logistics operations in 35 emerging cities of Haryana expanding a fleet to over 2000 delivery
• partners & 1 lac weekly OV.
• Initiated and launched Zomato's logistics operations in Himachal Pradesh.
• Strategic Expansion and Market Penetration**:
• Successfully launched multiple emerging markets in North India.
• Strategically managed geographical and operational challenges for seamless real-time operations in mountainous regions.
• New Model Implementation and Management**:
• Headed the launch of the Gigs model across Haryana, ensuring serviceability and competitive threat mitigation.
• Operations Oversight and Team Management**:
• Managed city points of contacts (POCs) to ensure smooth city operations.
• Supervised a diverse team of 10 Field Operations Leaders (FOLs), ensuring target achievement.
• Cost Optimization and Risk Management**:
• Executed cost optimization strategies and managed P&L, meeting cost-per-order targets.
• Handled challenging strike situations and legal liaisons, ensuring smooth implementation of changes.

Jan 2019 – Jul 2021 · 2 yrs 6 mos

• Top of the funnel/ On-boarding:
• Prepare hiring targets for the city basis the demand growth plan
• Identify various sources to hire Riders and train them as per the projections and TAT
• Ideate and execute multiple BTL activities for hiring Riders
• Engagement & Support:
• Build efficiency in support processes for improving Rider experience
• Analyze Rider performance metrics and drive supply team for controlling parameters
• Run retention programs for Riders in a cost effective manner
• Design and send out Rider communication daily
• Resolve Rider issues within specified time
• Quality and Payout :
• Define service quality parameters for better customer and merchant experience
• Monitor key quality metrics at driver level and ensure they are under tolerance level
• Run exercise for filtering drivers for non-adherence to quality standards

Jan 2018 – Dec 2018 · 11 mos

• Team Management and Performance Optimization**:
• Managed a team of 30 associates, aligning their operational metrics with process requirements (AHT, FOR, CSAT, etc.).
• Oversaw day-to-day work management, addressing internal and external escalations for timely resolutions.
• Training and Performance Enhancement**:
• Developed feedback mechanisms and conducted trainings to ensure high-quality and efficient team performance.
• Conducted regular one-on-one sessions to understand growth paths and supported team members in advancing to prospective roles based on skill sets.
• Operational Planning and Expansion**:
• Conducted capacity and roster planning for improved user experience.
• Established the Social Media Team to handle customer grievances and built a customer base for Zomato Gold.
• Risk Management and Fraud Prevention**:
• Managed cases of customer gaming and fraud to safeguard operations and maintain integrity.

Feb 2016 – Dec 2017 · 1 yr 10 mos

• Communicate with customers on chat, calls and through emails to ensure customer satisfaction as well as retention.
• Take care of resolution on any concerns raised during an order or if they face issues related to Zomato gold membership.
• Ensuring mentoring and training of new associates.
• Managing the floor to ensure quality & metrics.
• Working on data to build various reports.
• Working in a dynamic environment at different roles in various departments.
• Taking word of mouth initiatives & converting leads for our new product "Gold".
• Communicate feedback on App experience to the Product team and help merchants improve their service quality.
• Responding to queries on various social media platforms (Facebook and Twitter).

Jul 2015 – Oct 2015 · 3 mos · Gurgaon, Haryana, India · On-site

• 1) Managing the customer's life-cycle from query creation to conversion.
• Quality Control and Audit of the various sellers in our platform.
• 2) Single Point of Contact to take cognizance of and resolve customer related issues.
• 3) Adherence to processes and constantly pushing the standards up.
• 4) Customer focus and the passion to regularly engage and talk to them.
• 5) Responsible to deliver an outstanding experience to customers with attention to detail.
• 6) Excellent inter-personal and communication skills.
• 7) Ability to work and thrive in a team.
• 8) Never-say-die attitude and drive to multi-task in a high pressure, yet fulfilling and dynamic work environment.

Jun 2014 – Jul 2014 · 1 mo · Noida, Uttar Pradesh, India · On-site

• Conducted client satisfaction survey.
• Produced a Report about the findings of the survey.
• Provided recommendation on improving client customer service based on the survey results.

Feb 2014 – Mar 2014 · 1 mo · New Delhi, Delhi, India · Hybrid

• Product internship
• App promotion to increase no of downloads.
• Promoting & Testing all the features of the App.
• Spreading awareness about the offers.
• Taking feedback from users & produced report for further improvement.