DHAWAL VANIA

What is Dubbz?

Dubbz is an online marketplace to order from curated Home Chefs around you. It's a similar concept to Zomato/Swiggy - but for Ordering from Home Chefs & Tiffin Service Providers. Dubbz partners with Home Chefs across Mumbai and the Home Chefs design the menu and put it up on the Dubbz website/app - you can order from any of them, whenever you need depending on your locality

Website: https://eathomie.com/
App: https://eathomie.com/download-app
Instagram: https://www.instagram.com/eathomie/

Responsibility:

1. Customer Service

Handling incoming chats on the Fresh Chat messaging app related to different queries like what is Dubbz, what products we deal with, how are we different from Zomato/Swiggy, how to order from the website/app, modes of payment, ordering timings, delivery timings, delivery charges, packaging method, monthly packages, customized meals, how to register as a home chef and many other queries.

We use /responses to ensure the response is fast and accurate. We had to ensure we handle each and every chat with correct grammar, quick response, lesser typing, and personalized our chat so that it doesn't sound robotic and use the /responses when needed.

2. Operations (Vendor Management & Django)

Menu updations, creating a home chef's profile (adding their brand name, kitchen type, kitchen status, cut-off time, days active, packaging type, profile image, delivery type, updating meal presets, updating the monthly package, managing online orders, creating orders manually, updating customer address manually and many more tasks.

To perform all the above tasks you need the Django tool.

3. Logistics (Dunzo, Appsmith & Self Delivery)

We didn't have our own logistics so had tie-ups with 3rd party delivery partners. First, you need to select the customer's name, click on a button called UPDATE TASK, and then the API will send a commend to the Dunzo software, and accordingly, it will create a task. Once the rider is assigned his name and mobile number will be displayed along with the estimated pick-up and drop time. A notification also will be sent to the customer's WhatsApp number.

To perform all the above tasks you need the Appsmith tool

Responsibility:

Audit emails & calls either recorded, live, or side-by-side to ensure correct information & FCR is given to customers. For Customer Service, I have handled a team of 36 CSA & worked on a Sales process where the team size is 45 agents.

Handled critical level social media, RBI, consumer forum & CEO escalations. Use to take ownership of escalated situations that needed to be handled cautiously and efficiently due to potential impact on customer satisfaction and brand image.

Identifying calls failing to meet the predefined standards and conducting daily/weekly/monthly feedback sessions of randomly selected agents and providing improvement feedback to agents, internal compliance feedback to management, and adherence to policy.

Conducting training sessions, quality parameters briefing & PKT for newly joined CSA until an acceptable level of proficiency is achieved and for tenure CSA weekly dip check session & monthly PKT to ensure everyone is synced with all process updates.

Preparing weekly & monthly performance dashboards, along with that quarterly & yearly dashboards to understand underperforming agents & top performers. This data helps the manager & leadership team at the time of the yearly appraisal meeting.

Responsible for building and maintaining a positive and professional working relationship with all other departments within the organization. Identify process issues that are obstacles to providing a positive patient experience and implement changes accordingly.

PaySense is a Fintech start-up founded in 2015

Website: https://www.gopaysense.com/

Responsibility:

Action 100 tickets (emails & calls) per day. Educate customers on promotions to enhance sales.

Build and maintain good relationships with customers and ensure delivery of excellent customer service through fast and accurate resolutions, communication, and coordinating with other departments to resolve queries.

Superior verbal and written communication skills in English and Hindi with the ability to quickly establish trust and reliability over the phone. Customer-oriented, highly organized, and attentive to details. To be hardcore customer centric was always my motive and my team use to appreciate my work and try to learn from me.

Mentor & give direction to junior team members and provide training on best practices. Help CS officers with difficult cases which are challenging to tackle.

Ability to work under tight deadlines, able to motivate others, energetic and able to work under pressure, and independent. Help management in ensuring performance goals are met & strong organization skill and good time management.

Titbit was an online food ordering startup which got closed down in 2016

Twitter: https://twitter.com/titbit_inc

Responsibility:

Handling customer queries on calls, emails & chat related to ordering food via website & application. The app was only available on Android Play Store.

Suggest to customers top restaurants from which they can order and explain to them how to use the website & app for quick ordering. Giving information about serviceable areas and taking feedback for non-serviceable areas & approaching the Sales team to expand the area list.

Handled critical level escalations due to delays in food delivery, food quality, Veg & Non-Veg food issues, etc. Managed to keep records of customer interactions, transactions, complaints, comments as well as actions taken, process orders, etc.

Have also done back-end work of adding newly joined restaurant details in the system like serviceable area location, adding menu with their images & price, adding tax structure, activation of the restaurant after Sales team approval.

Have also helped new joiners with their product-related queries/complaints and helped them in tackling challenging cases.