Ajay Patel

• Built a quick commerce platform delivering products from local authorized sellers within one hour, combining online and offline retail models to boost local business visibility and sales.
• Developed and managed end-to-end product data operations, organizing over 15,000 SKUs into structured categories, and automating image uploads, descriptions, and catalog enrichment using AI and Python tools.
• Led the design and implementation of an Inventory Management System for 30+ local stores using Google Sheets, Glide, and hybrid databases (Firebase and PostgreSQL) to enable real-time stock tracking and seller-specific SKUs.
• Integrated AI tools into daily workflows for product categorization, data cleaning, social media marketing, and process automation, significantly improving team productivity and data accuracy.
• Created a unique brand identity and packaging strategies, leveraging meme-based and relatable marketing to increase customer engagement and differentiate Zupik from competitors in the quick commerce space.

• Analyzed customer complaints to identify trends and root causes.
• Collaborated with cross-functional teams to enhance complaint resolution processes.
• Conducted investigations into customer issues, ensuring timely and effective resolutions.
• Worked in KYC and ATO (Account Takeover).
• Working on financial fraud cases and chargebacks.
• Resolving complaints received through the financial ombudsman by customers and sending the final response letter.
• Documented complaint data in CRM systems for accurate tracking and reporting.

Handling customer escalated cases from all support teams.

Moderating customer profiles and identifying any terms and conditions abuse.

Identifying fraud, bot profiles, and performing verification.

Providing feedback to improve internal processes and app features.

Floor trainer to assist new joiners with real cases, and making sure they have enough confidence to go live.

• Provided technical support for software and hardware issues, ensuring timely resolution for end-users.
• Assisted in troubleshooting and diagnosing customer inquiries, enhancing user satisfaction and experience.
• Documented support interactions accurately in ticketing system, improving knowledge base for future reference.
• Collaborated with cross-functional teams to implement solutions, streamlining processes and enhancing efficiency.
• Trained new team members on support protocols and tools, fostering a knowledgeable and competent workforce.
• Adapted to various support scenarios quickly, demonstrating flexibility in handling diverse customer needs.
• Analyzed recurring issues to identify trends, contributing to proactive resolution strategies for common problems.
• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.