Sep 2025 – Nov 2025 · 2 mos · Gurugram, Haryana, India · On-site

• At Zomato, I manage High Order Value (HOV) orders, ensuring seamless deliveries and premium service standards for these critical transactions. This involves close coordination with merchants, delivery partners, and cx to resolve escalations swiftly and maintain cx trust.
• Along with this, I carried out quality checks for associates to ensure adherence to processes, and analyzed data for performance tracking, helping identify gaps and drive improvements.
• I also handle IRCTC food-on-train customer escalations, driving quick resolution and smooth cx experience in time-sensitive scenarios.
• Beyond core operations, I’ve been shortly involved in hiring and onboarding new associates.
• In addition, I contributed to several impactful projects, such as conducting a Market Reach Research Project to identify underserved areas, testing new internal product features to optimize associate workflows, and providing structured feedback that reduced resolution times. I also supported data collection and reporting for performance tracking and business reviews, and contributed to the Two-Agent Workflow Optimization pilot, which improved task allocation and chat-handling efficiency.

Aug 2025 – Sep 2025 · 1 mo · Gurugram, Haryana, India · On-site

• I specialize in handling email escalations at Zomato, ensuring that customer concerns are addressed with empathy, accuracy, and speed. My role involves managing high-priority cases, and aligning resolutions with company policies. Over time, I have successfully minimized repeat escalations, improved response clarity, and helped strengthen trust between customers and the brand. By taking ownership of sensitive situations and communicating effectively, I’ve been able to turn challenging cases into opportunities for long-term customer loyalty.

Jan 2025 – Jul 2025 · 6 mos · Gurugram, Haryana, India · On-site

• At Zomato, my focus is on resolving issues quickly and maintaining high service standards.
• Apart from daily operations, I’ve worked on projects like researching new market areas, testing internal tools to improve workflows, and sharing feedback that helped reduce resolution times.
• I also assist in training and onboarding new associates, especially in escalation handling, and support with data collection and reporting for performance tracking and business reviews. Additionally, I contributed to a workflow optimization pilot that improved task allocation and chat handling efficiency.

Sep 2024 – Nov 2024 · 2 mos · Agartala, Tripura, India · On-site

• Field Investigator
• KAP Survey, Election Commission of India
• I was selected as a Field Investigator for the Endline Survey of Knowledge, Attitude, and Practices (KAP) of citizens for the General Elections of Lok Sabha, 2024, under the auspices of the Election Commission of India. My role involved conducting surveys to gather valuable data on voters' awareness, attitudes, and behaviors regarding the electoral process. I was responsible for collecting, documenting, and reporting data from diverse populations, ensuring accuracy and reliability in the survey results.
• This experience allowed me to develop strong fieldwork and data collection skills while enhancing my understanding of the electoral system and voter behavior. Working closely with the Election Commission gave me the opportunity to contribute to a critical national project, while also strengthening my communication, interpersonal, and analytical skills in a real-world setting.

Jul 2023 – Jul 2024 · 1 yr · Delhi, India

• President, ENVISAGE (Environmental Society)
• Shi Guru Nanak Dev Khalsa College, University of Delhi
• Spearheaded initiatives to promote environmental awareness and sustainable practices within the college community.
• Organized and managed events such as clean-up drives, plantation programs, workshops, and inter-college competitions to engage students in environmental activism.
• Advocated for eco-friendly practices on campus through awareness campaigns and collaborative projects with like-minded organizations.
• Led a team of dedicated members, ensuring seamless coordination and execution of society activities.
• Fostered a culture of environmental responsibility by encouraging innovative ideas and active student participation.

Jun 2022 – Jun 2023 · 1 yr · Delhi, India

• Event Management & PR Head
• ENVISAGE - Environmental Society, Sri Guru Nanak Dev Khalsa College, University of Delhi
• Spearheaded event planning and management initiatives to promote environmental awareness and sustainable practices.
• Coordinated with teams to organize workshops, awareness campaigns, and inter-college competitions, ensuring seamless execution and active participation.
• Managed public relations efforts by liaising with stakeholders, participants, and sponsors to enhance engagement and outreach.
• Utilized innovative communication strategies to increase visibility and participation in society-led events.
• Played a pivotal role in fostering a collaborative environment and delivering impactful events aligned with the society's mission.

Jun 2021 – Jul 2022 · 1 yr 1 mo · Delhi, India

Jul 2023 – Jul 2024 · 1 yr · Delhi, India · On-site

• As the General Secretary of the Civil Society, Department of Political Science, University of Delhi, I was entrusted with overseeing the society's operations and fostering an environment of intellectual engagement and collaboration. I led efforts to organize seminars, panel discussions, and workshops on pressing civil and political issues, bringing together students, faculty, and guest speakers to encourage meaningful dialogue. My role also involved maintaining clear communication between society members and stakeholders, ensuring smooth coordination and the successful execution of all initiatives.
• In addition to managing events, I played a crucial role in strategizing the society's yearly goals and maintaining transparency by preparing detailed reports and managing records. I worked closely with peers to promote awareness of civil and political rights and responsibilities, emphasizing teamwork and leadership. This experience honed my organizational, communication, and problem-solving skills, contributing significantly to my personal and professional growth.

Jul 2023 – Jul 2024 · 1 yr · Delhi, India · On-site

• President, Voter Awareness Forum
• Electoral Literacy Club, University of Delhi
• Led initiatives to promote electoral literacy and voter awareness as part of the Election Commission of India's SVEEP program.
• Organized discussions, quizzes, and competitions to engage students and foster understanding of the electoral process.
• Championed campaigns on voter rights, registration procedures, and ethical voting, creating a culture of informed and responsible citizenship.
• Collaborated with faculty and external stakeholders to implement impactful programs and ensure seamless event execution.
• Strengthened democratic values within the college community by driving active civic participation and awareness.

Jun 2023 – Aug 2024 · 1 yr 2 mos · Delhi, India

• President, National Service Scheme (NSS)
• Shri Guru Nanak Dev Khalsa College, University of Delhi
• As the President of the National Service Scheme (NSS), I had the privilege of leading a vibrant team dedicated to community service and social welfare. This role required balancing multiple responsibilities, including organizing impactful initiatives like blood donation drives, cleanliness campaigns, and awareness programs on pressing social issues. I collaborated with students, faculty, and external organizations to foster a spirit of volunteerism and community engagement.
• This experience was transformative, honing my leadership, team management, and problem-solving skills while navigating the challenges of managing a large and diverse group. From strategizing projects to ensuring their successful execution, I learned the importance of effective communication, empathy, and adaptability. My tenure at NSS not only shaped me as a leader but also deepened my commitment to making a positive societal impact.

Jun 2022 – Jul 2023 · 1 yr 1 mo · Delhi, India

• As the Social Media Head of the NSS unit at Khalsa College, University of Delhi, my role was instrumental in amplifying the organization’s initiatives, increasing engagement, and fostering a sense of community through online platforms. Key responsibilities and achievements include:
• Major Duties:
• Developed and managed content strategies for multiple social media platforms (Facebook, Instagram, Twitter), ensuring regular updates and creative posts about the NSS events, activities, and initiatives.
• Collaborated with NSS volunteers and leaders to create compelling visual and written content to promote social awareness campaigns.
• Monitored and analyzed social media performance metrics to optimize engagement and reach, ensuring alignment with NSS goals.
• Coordinated live coverage for key events, enabling real-time audience participation and visibility.
• Maintained consistency in messaging that reflected NSS values and the College's mission.
• Success & Highlights:
• Achieved a significant increase in follower engagement, growing the audience by over 1000+ followers.
• Successfully organized and promoted key events, including community service drives, blood donation camps, and environmental campaigns, reaching a wider audience and increasing volunteer participation.
• Played a key role in increasing the visibility of NSS Khalsa College through creative storytelling and effective use of social media tools, fostering a deeper connection between students and the local community.
• Enhanced volunteer recognition through the “Volunteer of the Month” initiative, celebrating individual contributions and boosting morale.
• Organized virtual campaigns during the pandemic, ensuring continued participation and awareness despite physical limitations.
• My tenure as Social Media Head was a rewarding experience that allowed me to blend my passion for social causes with creative digital communication.

Jun 2023 – Aug 2023 · 2 mos · Delhi, India · On-site

• Vice-Chancellor Intern
• University of Delhi
• As a Vice-Chancellor Intern at the prestigious University of Delhi, I had the unique opportunity to work closely with the administration on strategic initiatives aimed at enhancing the academic and administrative processes of the university. During my tenure, I was involved in research, policy analysis, and assisting with the execution of various university-level projects. I collaborated with key stakeholders to streamline processes and improve overall efficiency within the institution.
• This experience allowed me to develop a deeper understanding of university governance and higher education management while enhancing my skills in research, communication, and project management. Working directly with senior university officials also provided me with valuable insights into leadership and decision-making processes, making it an incredibly enriching experience for my professional growth.

Nov 2021 – Jun 2023 · 1 yr 7 mos · Delhi, India · Hybrid

Apr 2021 – Jul 2023 · 2 yrs 3 mos · Delhi, India · Hybrid