Aug 2025 – Apr 2026 · 8 mos · Hybrid

• Implementing AI-driven solutions to automate quality evaluations, reducing manual effort while ensuring high performance.

Feb 2025 – Aug 2025 · 6 mos

Aug 2024 – Jan 2025 · 5 mos · Remote

• Spearheaded the development of scalable customer care policies, optimized back-office systems, and led cross-functional collaboration to enhance customer service efficiency and quality. Built and scaled high-performing support teams, leveraging data-driven insights to streamline operations, reduce costs, and elevate the customer experience.

Mar 2024 – Jul 2024 · 4 mos · Gurugram, Haryana

• Took time to focus on parenting full-time, developing key skills in patience, empathy, multitasking, and handling high-pressure situations with calm and clarity. Gained invaluable experience in managing competing demands, effective communication, and nurturing growth—all of which continue to inform my professional approach.

Sep 2022 – Mar 2024 · 1 yr 6 mos · Gurugram, Haryana, India · On-site

• Worked with the Merchandising team, driving product strategy for Store Pages and Direct add-to-cart rails/hooks on the home feed. Overseeing product lifecycles, collaborating cross-functionally, and using feedback from multiple sources to enhance the consumer app.

Jul 2021 – Aug 2022 · 1 yr 1 mo

• Led a team of five in automation initiatives, updating restaurant content on the app through WhatsApp, IVRs, emailers, and manual calls. Reduced expenses and update cycles from 90 to 30 days.
• Collaborated with tech and design teams to enhance merchant dashboards, improving user experience. Managed growth of two major properties on the Dineout feed.
• Worked as an Assistant Manager from July 2021 to August 2022 before promotion.

Jan 2020 – Jul 2021 · 1 yr 6 mos

• Led a team of five professionals in the Dineout Content vertical, overseeing the extraction and analysis of data. Identified and addressed areas for improvement in backend operations, focusing on quicker ticket assignment, efficient management of TATs, and reduced AHTs.
• Collaborated closely with Product and Tech teams to enhance dashboards and spearheaded strategic project planning to boost user engagement on the platform. Implemented improvements to the Collect App, used by Data Collection Executives, increasing the number of visits from 60 to 75 per day by reducing the time spent at each restaurant during data collection.
• Additionally, curated content for the Zomato Dining Out newsletter, reaching one million users monthly, significantly driving open rates and click-through rates (CTRs).

Mar 2018 – Jan 2020 · 1 yr 10 mos

• Played a key role in launching 'SneakPeek'—a photo/video + review product—by managing recruitment, collaborating with key stakeholders, developing SOPs, and ensuring the smooth functioning of all teams contributing to project execution across 8 Indian cities and 5 international markets. Responsibilities included vendor negotiations, inspecting shoots, and liaising between merchants and the creative team to ensure seamless execution, alongside handling payment processes for nationwide vendors.

Jan 2017 – Mar 2018 · 1 yr 2 mos

• Managed merchant queries, moderated user-generated content, and collaborated with Tech & Product teams on system enhancement projects, ensuring optimal backend productivity and frontend user experience. Also served as a point of contact for user queries, facilitated blogger community engagement, and enforced content standards on Zomato.

May 2014 – Oct 2016 · 2 yrs 5 mos

• Detected and mitigated fraud and high-risk transactions, advancing from Fraud Analyst to Master Fraud Analyst through four process improvement projects. Achieved consistent 98% quality across all sources. Identified system loopholes, leading to enhanced operational quality and efficiency.
• Served as Resident Expert, guiding a team of 18 Fraud Analysts, and as Job Content Coach, training and certifying six new recruits with a 98.5% average quality rate.

Jan 2013 – Jul 2013 · 6 mos

Aug 2012 – Jul 2013 · 11 mos