Biswajit Pradhan

Job role-Catalog management, Partner support activities, Root cause analysis.

• Conducted thorough content audits of restaurant menus to ensure accuracy, verifying prices, specifications, thumbnails, images, taxes, and veg/non-veg status before going live on the platform

• Received multiple Employee of the Month awards for consistently delivering high-quality work and exceeding performance expectations

• Led the launch of new restaurants, overseeing the end-to-end process from assignment to quality check, providing valuable feedback to agents and ensuring seamless integration into the platform

• Conducted quality checks on menu revisions, ensuring adherence to partner requests and maintaining consistency in pricing and veg/non-veg status

• Handled social media escalations through the supply escalation process, coordinating with various teams such as Onboarding, Tech, Restaurant Account Managers, and Finance

• Addressed social media escalations from customers and restaurants, writing root cause analyses (RCAs) and providing resolutions to the social media team

• Prepared daily and weekly team performance reports using pivot tables and charts, conducting data analysis to identify trends, patterns, and insights for informed business decisions

• Developed and maintained reports, dashboards, and visualizations to track key performance indicators (KPls) and monitor the overall success of the quality team

Job role- Order Fulfillment expert, Customer queries handling, Order Management

• Effectively processed customer orders, returns, and expedited order fulfillment to improve the level of customer service.

• Coordinate and support Sales, Vendor, Marketing and Field Sales Reps, to ensure the timely processing of all orders.

• Tracked Orders against key milestones throughout the delivery process until completed.

• Ensured on-time delivery regardless of any type of problems that might arise Manage the day-to-day operations including customer service.

• Provided exceptional customer service through online chat platforms such as CC connect and Freshdesk, addressing customer concerns promptly and effectively, resulting in high customer satisfaction ratings.

• Demonstrated empathy and problem-solving skills to resolve customer issues quickly and efficiently, ensuring a superior customer experience

• Manage post receipt order activity, (i.e. delivery date or delivery terms changes, quantity, item deletions, and additions).

• Managed the order entry process by taking responsibility for the order upon receipt of order and keeping the responsibility of the order, even after in the customer's hands.

• Diagnosed technical issues within the ordering platform and partnered with IT to resolve.

• Effectively described products and services to customers, accurately explaining details regarding coupons, payment-related queries, and post-delivery issues. Escalated unresolved issues to the relevant teams and followed up on emails regularly to ensure timely resolution

• Maintained up-to-date knowledge of products and services to provide precise assistance to customers

• Handled various post-delivery issues and adhered to company policies to provide the best possible resolutions

• Resolved issues in a timely manner and collected customer surveys to gather feedback and improve service quality

• Displayed courtesy and strong interpersonal skills in all customer interactions, fostering positive relationships and customer loyalty

• Played a key role in the Asgn doc Prep process within the Post-closing team, responsible for preparing Assignment of Deed of Trust/Mortgage after the sale of loans in the secondary market. Verified recorded Deeds of Trust/Mortgages/Security Deeds and validated property information, such as Loan amount, Property legal description, and vesting

• Managed the Foreclosure process, coordinating with attorney offices and title sites to send defaulter details using the Citrix application

• Collaborated with cross-functional teams to improve overall process performance and client satisfaction.