PRATEEK JAIN

Aspiring professional eager to leverage and enhance skills within a reputable organization that provides challenging assignments and opportunities for growth.

Merchant Support Operations Development | District by Zomato
Scheduled Orders Launch Support & Process Improvement | Zomato

• Managed high-priority merchant escalations for the Dining-Out vertical, leveraging merchant feedback, detailed RCAs, and collaboration with Key Account Managers and Zonal Heads to identify process gaps and drive data-backed operational improvements, resulting in approximately 20% improvement in resolution consistency.
• Contributed to SOP enhancements and streamlined escalation workflows by identifying recurring operational bottlenecks, helping reduce merchant support turnaround time by an estimated 15–25%, while also serving as a Subject Matter Expert (SME) for the team.
• Played a key role in stabilising the Scheduled Orders feature during its launch phase by proactively monitoring orders, identifying operational gaps, and preventing customer-impacting issues, particularly outside standard support hours.
• Collaborated with Product and Tech teams by providing structured insights from real customer cases, helping prioritise critical fixes and process improvements that contributed to an estimated 15–20% reduction in scheduled-order cancellations and improved fulfilment experience.

• PMI- Agile Certified Practitioner
• Certified Scrum Master

• Achieved badge of honors during my High School for being multi-tasker.
• Received various accolades for being the most improved performer in classes and was awarded with Certificate of participations in various inter-intra-school competitions.

• Freelance music producer collaborating with artists and creators on original compositions.
• Multi-instrumentalist – proficient in guitar and flute.