Naushin Ahmed
Team Lead, Customer Experience & Supply
Pune,MH
Summary
To work in an environment that encourages me to succeed and grow professionally, where I can utilize my skills and knowledge in an organization that recognizes the value of hard work and trusts me with responsibilities and challenges.
Overview
8
8
years of professional experience
Work History
Team Lead, Customer Experience & Supply
Swiggy - Bundl Technologies Pvt Ltd
Pune
01.2019 - Current
- Monitored and updated restaurant data with over 99% accuracy, improving catalog consistency, and reducing customer complaints by 20%.
- Acted as the primary liaison between vendors, partners, and internal teams, resolving 95% of escalations within SLA.
- Managed the Freshdesk ticketing system, ensuring 98% of tickets were closed within TAT, enhancing partner satisfaction.
- Led hygiene projects and executed GIRF (Great Indian Restaurant Festival), supporting 7000+ restaurants with error-free offers.
- Directed real-time escalations, delivering RCA reports within 24 hours, reducing repeat issues by 93%.
- Oversaw migration of 40K+ Dineout records into Swiggy using Postman and Metabase, achieving 100% data integrity.
- Built and scaled a new supply enrichment project, expanding Swiggy's partner reach to 75% coverage across cities.
- Managed and trained an OSP team of 30+ agents, improving productivity by 25% through coaching and SOP adherence.
- Partnered with product, marketing, and ops teams to keep 100% of restaurant catalogs up to date.
- Designed and implemented SOPs and process improvements, reducing catalog inefficiencies by 15%.
- Tracked and analyzed KPIs on quality, TAT, and team performance, sharing insights with stakeholders for strategic decisions.
- Spearheaded the launch of the Swiggy Growmax App, ensuring zero downtime during the rollout, and driving adoption among partners.
- Currently leading the new 'Digital Menu' product, managing a team of 40, designing SOPs, handling escalations, and implementing customer feedback, resulting in 30% faster product adoption by restaurants.
- Led team meetings to discuss project updates and address concerns.
- Coordinated daily operations to ensure smooth workflow among team members.
- Trained new employees on systems and operational procedures.
- Streamlined processes to enhance overall team efficiency and productivity.
- Implemented feedback mechanisms to gauge team performance and morale.
- Assisted in resource allocation to meet project demands effectively.
- Collaborated with other departments to align goals and initiatives across the organization.
- Delegated daily tasks to team members to optimize group productivity.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Identified opportunities for process improvements, implementing changes when required.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Supported the manager in developing plans for future projects, initiatives and objectives.
Senior Content Developer & Strategist
Oysterz Entertainment
Pune
09.2017 - 07.2019
- Created high-quality, SEO-driven articles across diverse topics including entertainment, social media, sports, and lifestyle.
- Edited and optimized content while sourcing relevant images and performing detailed research.
- Coordinated with websites for guest posting opportunities and affiliate marketing integration.
- Maintained editorial calendars, optimized site traffic, and delivered engaging content to increase visibility.
Associate Social Media Marketing & Content Writer
Indiacom Pvt. Ltd
Pune
01.2016 - 09.2017
- Managed social media engagement across Facebook, Twitter, Pinterest, and other platforms.
- Supported sales teams with scripts, brochures, and marketing materials to improve conversion.
- Prepared reports, tracked performance, and analyzed data for actionable insights.
- Created client presentations, including Google Business View, VR listings, and 360-degree photoshoots.
Education
The Complete Digital Marketing Course -
Udemy
11.2024
Project Management Advanced Course – Udemy -
Udemy
Pune11-2024
Business Intelligence using Power BI -
Skill Nation
Pune07.2023
Skills
- Customer Service & Escalation Management
- Team Leadership & Training
- Project Management & SOP Implementation
- Freshdesk
- Metabase
- Postman
- Google Action Centre
- Data Accuracy & Quality Analysis
- KPI Monitoring & Reporting
- Content Management
- SEO
- Digital Marketing
- MS Office
- Excel
- Report Creation
- Data Analysis
- SEO optimization
- Team leadership
- Project management
- Coaching and mentoring
- Operations management
- Stakeholder management
- Attention to detail
- Performance improvement
- Quality control
Accomplishments
- Won Best Employee Award in Swiggy (2023 & 2024).
- Promoted to Team Lead in Swiggy (10/01/24).
- Achieved Best Employee of the Year at Indiacom (2017).
- Jharkhand State 2nd topper and college 1st topper in JAC (12th board).
- Awarded 2nd prize in International Creative Craft Contest (DPS).
- Selected in All India Science Olympiad (DPS).
Timeline
Team Lead, Customer Experience & Supply
Swiggy - Bundl Technologies Pvt Ltd
01.2019 - Current
Senior Content Developer & Strategist
Oysterz Entertainment
09.2017 - 07.2019
Associate Social Media Marketing & Content Writer
Indiacom Pvt. Ltd
01.2016 - 09.2017
The Complete Digital Marketing Course -
Udemy
Project Management Advanced Course – Udemy -
Udemy
Business Intelligence using Power BI -
Skill Nation