Summary
Overview
Work History
Education
Skills
Timeline
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Pinki Rani

Pinki Rani

Gurgaon

Summary

Results-driven professional with extensive experience in operational processes, revenue growth, and client service. Adept at analysing metrics to identify opportunities for improvement and implementing process enhancements that drive efficiency and effectiveness. Proven track record in maintaining high standards of quality while achieving substantial growth. Skilled in promoting compliance and ensuring positive client experiences. Seeking a challenging role to leverage my expertise and make a significant impact within a dynamic organisation.

Overview

10
10
years of professional experience

Work History

Assistant Manager

Zomato Media PVT. LTD
07.2023 - Current
  • Team & Operations Management: Lead a team to ensure operational excellence, collaborating daily with City CEOs to align on festival strategies, execution plans, and key business priorities.
  • Coaching & People Development: Conduct regular sessions, performance check-ins, and provide feedback to guide team growth and productivity.
  • Campaign Strategy & Execution: Own end-to-end planning and execution of Pan India festival and promo campaigns, ensuring timely rollouts and strong supply-side readiness.
  • Promo Optimization: Execute data-driven promo experiments to improve ROI, optimize P&L, and enhance platform performance with minimal burn.
  • Cross-Functional Collaboration: Work closely with Marketing, Product, Analytics, City and Partnerships teams to drive user growth and align strategies with business goals.
  • Customer & Stakeholder Management: Resolve escalations, manage internal and external stakeholders, and ensure seamless execution of key initiatives.
  • Performance Tracking & Reporting: Monitor key metrics (OV, N2P, menu opens), conduct RCA, and contribute insights to monthly and quarterly business reviews.

Sales Enabler - Key Accounts

Zomato Media PVT. LTD
09.2021 - 07.2023
  • Enabled sales in Key Accounts team by managing end-to-end onboarding, resolving operational issues, and ensuring timely communication.
  • Conducted regular analysis of operational metrics, generated reports for senior management, and drove key metrics to optimize sales performance.
  • Streamlined processes and collaborated with the technical team to ensure 24/7 availability and expedite operations across Pan India.

Assistant Team Lead - Restaurant Partner Operation

Zomato Media PVT. LTD.
01.2020 - 09.2021
  • Developed SOPs and automated productivity reports to enhance team performance and ensure timely issue resolution.
  • Proficient in Zendesk, Salesforce, HelpScout, and SendGrid, with a strong focus on leveraging these tools to streamline operations, improve team productivity, and deliver exceptional customer service.
  • Led the FSSAI project, taking action on non-compliant restaurants and providing monthly updates to the Legal team.
  • Developed an automated tracker to optimise productivity, manage WIP, and ensure timely task completion across queues.
  • Managed turnaround times (TATs) for restaurant partners requests through effective workforce planning.
  • Contributed to the NPS project, collaborating to improve merchant satisfaction metrics.
  • Acted as a liaison between the team and senior leadership, advocating for team needs while balancing business priorities.

Senior Associate - Restaurant Partner Operations

Zomato Media PVT. LTD.
03.2018 - 07.2019
  • Managed restaurant partner escalations received through leadership and social media, ensuring prompt resolution and client satisfaction.
  • Conducted in-depth analysis of NPS responses from merchants to identify key areas for improvement.
  • Proficient in Zendesk, Salesforce, Helpscout, and Sendgrid tools, leveraging technology to enhance team efficiency and deliver top-notch service.
  • Managed bulk campaign email and notification distribution to the merchant base using SendGrid.

Process Developer

Genpact India ltd
11.2015 - 03.2018
  • Managed insurance policy processes for Westpac Bank of Australia, ensuring accuracy and timely completion of quotes and amendments.
  • Coordinated and delivered comprehensive new hire training programs, ensuring seamless onboarding and adherence to organizational standards and best practices.
  • Analyzed production metrics, implementing process improvements that increased efficiency by 15%.
  • Led WIP management initiatives, facilitated team engagement activities, and managed escalations and quality checks.
  • Represented the organization during client visits and audits, promoting compliance and positive client experiences.

Sales Consultant Associate

Policy Bazaar.com
06.2015 - 11.2015
  • Conducted comprehensive financial needs analyses for prospective clients, identifying gaps in coverage and making recommendations based on individual needs.
  • Consistently exceeded sales targets by promoting agency products through persuasive communication and effective sales techniques, both over the phone and in writing.
  • Collaborated with team members to develop and implement sales strategies, contributing to a 20% increase in overall revenue.

Education

Master of Commerce -

Indira Gandhi National Open University (IGNOU)
2017

Bachelor of Commerce -

Dyal Singh College (Delhi University)
2015

Skills

  • Operations Management
  • Project & Program Management
  • Project Planning & Execution
  • Process Optimization
  • Business Growth Strategies
  • Data-Driven Decision Making
  • SQL & Data Interpretation
  • Microsoft Office
  • Advance Excel
  • Attention to Detail
  • Team Leadership & Development
  • Primary G Suite tools
  • Cross-Team Coordination
  • Supply Chain Management
  • Process Automation & Efficiency

Timeline

Assistant Manager

Zomato Media PVT. LTD
07.2023 - Current

Sales Enabler - Key Accounts

Zomato Media PVT. LTD
09.2021 - 07.2023

Assistant Team Lead - Restaurant Partner Operation

Zomato Media PVT. LTD.
01.2020 - 09.2021

Senior Associate - Restaurant Partner Operations

Zomato Media PVT. LTD.
03.2018 - 07.2019

Process Developer

Genpact India ltd
11.2015 - 03.2018

Sales Consultant Associate

Policy Bazaar.com
06.2015 - 11.2015

Bachelor of Commerce -

Dyal Singh College (Delhi University)

Master of Commerce -

Indira Gandhi National Open University (IGNOU)

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Pinki Rani