1. Assisted B2B product operations at Dunzo, overseeing PAN India orders from key partners such as Dunzo Daily, JioMart, Dunzo Pick&Drop, and Third-Party B2B. Successfully implemented delivery quality control protocols resulting in a 30% improvement in delivery accuracy, elevating service standards and customer satisfaction.2. Distinguished for developing and delivering comprehensive training sessions for support team members, leading to a 25% decrease in response time and a 20% increase in first-call resolutions. Integrated Freshchat, Freshdesk, Exotel, UDial, and Mozart CRM software, enhancing customer support processes, achieving a 30% improvement in first-call resolution, and a 20% increase in customer retention.3. Collaborated with cross-functional teams in engineering, product, and city operations to resolve complex customer issues, ensuring timely resolution and exceptional customer satisfaction. Consistently provided outstanding support to delivery associates, merchants, and customers, exceeding a 95% Net Promoter Score (NPS) through effective communication via chats, calls, and emails.4. Pioneered the implementation of new fraud prevention measures, conducting root cause analysis (RCA) and presenting reports on fraud trends, resulting in a 25% reduction in fraudulent activity. Proactive in escalating and resolving issues, showcasing a commitment to excellence in customer service and operational efficiency.

➢ Managed and oversaw all phases of civil construction projects, ensuring adherence to budget, quality, and timeline constraints. ➢ Collaborated with architects, contractors, and subcontractors to develop project plans, designs, drawings, BOQ and specifications. ➢ Conducted regular site inspections, quality control checks, and safety audits to ensure compliance with industry standards and regulations as per I.S. standards.➢ Reduced project costs by 20% through efficient procurement, encompassing material sourcing, contract negotiation, and vendor performance evaluation.➢ Coordinated project logistics, including equipment and labour allocation, to maintain optimal workflow and meet project milestones. ➢ Effectively communicated project progress and challenges to stakeholders through reports, meetings, and presentations.➢ Maintained a 35% reduction in construction project timelines by overseeing a team of 80 skilled laborers, ensuring operational efficiency.➢ Successfully executed illustrious projects, such as the retrofit of "H.P. water pumps," the dismantling and installation of "Pre-heating furnace," and the construction of the "Ash Pipeline."