Apr 2025 – Jan 2026 · 9 mos · Gurugram, Haryana, India · On-site

• Managed and supported operational programs focused on partner restaurant onboarding, customer experience, and delivery logistics. Collaborated with cross-functional teams to streamline processes, improve service metrics, and enhance overall platform efficiency. Played a key role in data-driven decision-making, market analysis, and execution of strategic initiatives at the city or regional level

Jul 2024 – Present · 1 yr 10 mos

Jul 2024 – Apr 2025 · 9 mos

• Led and coordinated key operational programs to enhance partner engagement and customer experience across regions. Collaborated with cross-functional teams including marketing, logistics, and analytics to implement strategic initiatives that improved service quality and operational efficiency. Monitored program performance through data analysis and reporting, driving continuous improvements and ensuring alignment with business goals. Acted as a liaison between field teams and senior management to facilitate smooth execution of projects.

Aug 2022 – Jun 2024 · 1 yr 10 mos

• Led and motivated a high-performing team to consistently meet and exceed daily and monthly operational targets while upholding exceptional service standards. Effectively coordinated workflows by delegating tasks and ensuring the timely completion of critical processes across customer support, partner relations, and delivery operations. Monitored team performance through key performance indicators (KPIs), conducting regular evaluations and providing targeted coaching to foster continuous improvement. Served as the primary escalation point for complex issue resolution, delivering prompt and effective solutions to enhance both customer and partner satisfaction. Collaborated closely with cross-functional teams to optimize processes, communicate updates, and support strategic initiatives. Additionally, facilitated comprehensive training programs for new hires and ongoing professional development to strengthen team capabilities.

Feb 2018 – Jul 2022 · 4 yrs 5 mos

• Spearheaded end-to-end operations for Zomato Pro, ensuring seamless service delivery and partner satisfaction. Acted as the primary escalation point for resolving complex issues, maintaining operational efficiency and customer trust. Prepared comprehensive weekly and monthly reports to track performance metrics and inform strategic decisions. Generated customized data analyses to support special projects and targeted initiatives. Oversaw the entire operational lifecycle, driving continuous improvement from initiation to execution.

Mar 2016 – Jan 2018 · 1 yr 10 mos · Guragon · On-site

• Contributed to high-impact business operations by supporting client management, process optimization, and strategic initiatives. Played a key role in delivering customer-focused solutions, analyzing financial data, and ensuring compliance with internal policies. Collaborated with cross-functional teams to enhance efficiency, support global clients, and drive service excellence in a fast-paced, performance-driven environment.

Jul 2013 – Mar 2016 · 2 yrs 8 mos

• Provided end-to-end corporate travel solutions, including itinerary planning, ticketing, hotel bookings, and visa support for global clients. Ensured seamless travel experiences by delivering high-quality service, adhering to corporate travel policies, and handling complex travel requirements. Collaborated with international partners and leveraged travel technology tools to manage bookings efficiently and resolve client issues promptly.

Jul 2013 – Mar 2016 · 2 yrs 8 mos