Jun 2021 – Present · 5 yrs

Mar 2020 – Jun 2021 · 1 yr 3 mos

• Working on analysing ways to have a better merchant experience in Online ordering. Also drove a lot of initiatives and projects with the ultimate objective of better partners' satisfaction. Currently working on analysis for the merchant experience teams. Worked also to understand the behaviour of accounts that are remotely handled.
• Skilled in Microsoft Excel, SQL, Microsoft Word, Data Analysis, and Team Building.

Jul 2018 – Mar 2020 · 1 yr 8 mos

• Supervising the team who worked on end to end partner servicing via emails meeting all present guidelines and turn-around timelines.
• Creating SOPs for the team to make sure that all tasks are performed keeping quality in mind.
• Taking up projects within the team as well as outside to enhance partner experience.
• Designed and maintained tracking mechanisms on Zendesk to capture all incoming queries and report and mitigate top issues.
• Sourced, hired and trained new merchant support associates and trained them to enhance the merchant base further.
• Maintained the SLA and TAT of partner requests by proper team rostering and staffing projections.
• To ensure round the clock availability for all kinds of requests from partners and enhanced merchant experience.
• Deep diving Merchant Satisfaction(MSAT) Scores and Route cause analysis of issues.
• 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.
• Configured Zendesk, streamlined all the flows, trained the team on the tool across departments, explored and automated all the manual workflows.
• Explored and Setup Round-Robin integration on Zendesk which not only saved a lot of time of manual assignment of tickets on Zendesk but also impacted in better efficiency of the team.
• Worked on Salesforce and Zendesk integration for the smooth working of the entire flow of sales requests.
• Responsible for sending out marketing campaigns and bulk mails to partners.

Jul 2016 – Jul 2018 · 2 yrs

• 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.

Jul 2015 – Jul 2016 · 1 yr

• 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.
• Managed and trained new members of the team.

Jul 2014 – Jul 2015 · 1 yr

• Responsible for qcing the data received from the different countries.
• Worked on international launches for countries like Australia, Brazil, Canada, Chile, Czech Republic, India, Indonesia, Ireland, Italy, Lebanon, Malaysia, New Zealand, Philippines, Poland, Portugal, Qatar, Singapore, Slovakia, South Africa, Sri Lanka, Turkey, UAE, United Kingdom, and United States
• Curated and moderated data for about 10000 listings for the above-mentioned cities.
• Later, lead a team of blue-collar employees consisting of 30 people responsible for photoshopping menus and photos.
• Trained and set up a team of 6 in the Philippines remotely, which was responsible for moderating and curating data for the Asia Pacific region. This helped in saving a lot of Travel and living costs.

Jan 2013 – Jul 2014 · 1 yr 6 mos

• Joined the company at an early stage when Global Expansion was in full swing.
• Was responsible for monitoring quality management and moderate content on the website which could be in any form from pictures to menus or user reviews.