Harshit Sharma
Express Store - Expansion ( Landlord Relations )
Gurgaon
Summary
Dynamic professional with a proven track record in landlord relations at Blinkit, achieving a 51.16% resolution rate in escalations. Skilled in cross-functional collaboration and analytical problem-solving, I excel in enhancing stakeholder satisfaction and operational stability through effective communication and process improvement.
Overview
4
4
years of professional experience
2
2
Languages
Work History
Expansion Team (Landlord Relations)
Blinkit
03.2025 - Current
- Act as primary liaison between Blinkit and landlords for stores in North and East India, addressing post-live concerns and escalations.
- Achieved 51.16% resolution rate in landlord escalation tickets for the North region and 48% resolution rate for the East region, improving operational stability and landlord satisfaction.
- Collaborated with internal teams including Operations, Real Estate, and Expansion, as well as field teams like KAMs and RE POCs, to ensure timely resolution of landlord queries.
- Proactively identified potential operational risks and initiated corrective actions to maintain business continuity.
Customer Delight Associate
Zomato
11.2024 - 03.2025
- Managed high-volume customer interactions via chat, calls, and emails, resolving concerns within defined SLAs.
- Maintained a consistent Customer Satisfaction (CSAT) score of 71–72%, exceeding performance benchmarks and contributing to positive brand perception.
- Delivered empathetic, solution-oriented support that turned negative customer experiences into positive outcomes.
- Demonstrated high discipline, process adherence, and service quality, which led to career progression to Blinkit.
Transaction Risk Investigator ( L3 )
Amazon
11.2022 - 06.2024
- Investigated suspicious transactions between buyers and sellers to prevent fraud, financial losses, and policy violations.
- Maintained an average handling time (AHT) of 9.4 minutes per query while ensuring accuracy and thoroughness.
- Conducted in-depth analysis of seller behavioral patterns to identify potential fraud indicators and raise red flags.
- Analyzed transaction data, identified fraud patterns, and escalated cases to relevant teams for further action.
- Communicated case findings with internal teams and external financial institutions through email and phone.
- Consistently met productivity and quality KPIs in a high-paced 24/7 operational environment.
Business Development Associate
PlanetSpark
01.2022 - 06.2022
- Introduced prospective students to PlanetSpark courses through product presentations and interactive discussions.
- Conducted fee discussions with parents or guardians, addressing queries and aligning offerings with their expectations.
- Successfully onboarded students by guiding them through the enrollment process, ensuring a smooth start to their learning journey.
- Built rapport and maintained regular follow-ups to maximize conversion rates and student satisfaction.
Education
B.Tech in Mechanical Engineering - Mechanical Engineering
Rajasthan Technical University, Kota
Kota, India 04.2001 -
Skills
Landlord and Stakeholder Relationship Management
Cross-functional Collaboration (Operations, Real Estate, Expansion)
Escalation and Issue Resolution
Process Improvement and Compliance
Analytical Problem-Solving
Case Documentation and Reporting
CRM Tools and Internal Systems
Communication Skills (Chat, Email, Call)
Timeline
Expansion Team (Landlord Relations)
Blinkit
03.2025 - Current
Customer Delight Associate
Zomato
11.2024 - 03.2025
Transaction Risk Investigator ( L3 )
Amazon
11.2022 - 06.2024
Business Development Associate
PlanetSpark
01.2022 - 06.2022
B.Tech in Mechanical Engineering - Mechanical Engineering
Rajasthan Technical University, Kota
04.2001 -