Currently working for the project of ONDC , the digital transformation of the E-Commerce sector.A part of Network and Governance team contributing to the smooth flow of operations post the integration part.

QUALITY & TRAININGMonitoring incoming queries, feedback to agents,creating & optimizing process flow for various menus.Enhancing customer & delivery partner experience,strategic planning for quality improvement.Managing escalations, process trainings, doing RCA forcomplex issues, ensuring stakeholders satisfaction.OPERATIONS MANAGEMENTManaging order & device of the merchant, menu &restaurant management, order queue management.Helping merchants to accept orders, educating themwhile creating tutorials and learning materials.Managing operations team as TL, roster management, team hiring and conflict management.

Resolving customer queries, optimize customer journeythrough system and process enhancements.Delivering exceptional customer experience andachieving corporate objectives.Analyze business metrics to track orders, identifyingkey trends and maximizing assortment.Ensure optimal post-purchase experiences including order tracking, return and exchange processes.