Dheeraj Verma

Operations Manager at Zomato Limited.

• Spearheaded daily operations, ensuring seamless service delivery, and optimizing resource utilization to meet company objectives.
• Demonstrated strong project management and leadership skills, organizational proficiency, and effectiveness in operations.
• Successfully managed profit and loss, contributing to the organization's overall success.

Key Achievements.

• Demand Management: Maintained sufficient supply to meet order demand, ensuring high serviceability levels by maintaining an Active Fleet balancing ratio of Resurrection and reducing churn, new onboarding of delivery partners for net addition, and their FOC until F100.
• Data Analysis: Daily Analysis on Delivery Partner's working pattern to give them cohorts like Ultra- Marathoners, Sprinters, Substitutes, Dinner Part-timers etc. to make strategic implementations to improve serviceability.
• Incentive Planning: Plans different kinds of gigs based incentives, with strategic lock-in timings and different tiers for effective productivity to motivate Delivery Partners to work according to business need.
• Training and Support: Provided best-in-class training, support, and engagement to delivery partners, ensuring smooth ground operations.
• Team Management: Leading a high-performing team of 10 employees, optimizing bandwidth utilization to ensure timely execution of tasks and projects. Demonstrated effective leadership, driving team productivity and efficiency to meet objectives.
• Cost Management: Managed costs within budget, preventing overshoots through strategic planning and incentive optimization, ensuring efficient zone operations.
• Process Implementation: Developed and implemented streamlined processes, improving operational efficiency.

Customer Service Excellence

• Designed and tracked key customer service metrics to measure performance and drive improvements.
• Implemented process enhancements that significantly reduced customer wait times, improving overall experience.
• Trained and mentored new customer service representatives on best practices, ensuring high-quality support.
• Resolved customer inquiries and complaints with empathy and professionalism, resulting in reduced customer churn.

Experience Highlights.

• Delivered exceptional customer service, driving satisfaction and loyalty.
• Analyzed customer interactions to identify areas for improvement and implemented effective solutions.
• Developed strong relationships with customers, providing personalized support, and resolving issues efficiently.