Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Certification
Timeline
Generic

Ramachari Gouda

Haliyal

Summary

Dynamic leader with a proven track record at Swiggy, excelling in crisis management and performance optimization. Spearheaded initiatives that achieved 100% TAT compliance while enhancing customer satisfaction through effective cross-functional collaboration. Skilled in SOP design and data-driven decision-making, driving operational excellence and fostering strong stakeholder relationships.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Lead - National Accounts

Swiggy, Bengaluru
07.2024 - Current
  • Lead a team of 10 high-performing Vendor Managers, driving 100% TAT compliance and full adherence to operational KPIs. Own end-to-end responsibility for team training, performance management, and escalation resolution.
  • Drive strategic initiatives and cross-functional projects aimed at enhancing restaurant availability, reducing restaurant-driven cancellations, and minimizing IGCC (Instant Gratification Customer Complaints
  • Own and resolve all escalations from internal and external stakeholders across Tech, Finance, and Operations by collaborating with cross-functional teams and partners to ensure timely and effective closure.
  • Own and execute Go-To-Market (GTM) plans for National (NAT) and central initiatives, including high-impact projects such as Bolt (10-minute delivery), Reverse Logistics, and Cutlery Customization through Special Instructions
  • Collaborate with internal and external stakeholders to enhance process efficiency and establish standardized operating procedures (SOPs) for National Operations workflows
  • Collaborate closely with restaurant partners to drive improvements in SLA adherence, order handover time, and overall customer experience on the platform.
  • Collaborate cross-functionally with Tech, Product, Finance, Legal, Operations, Restaurant Partners, and POS providers to streamline processes and drive operational efficiency

Sr Vendor Manager

Swiggy
Bengaluru
01.2022 - 07.2024
  • Managed end-to-end vendor(Domino's Pizza, Eatclub group, Pizza Hut.. etc) relationships, ensuring compliance with service level agreements (SLAs) and operational standards.
  • Conducted regular performance evaluations to maintain high-quality service delivery and accountability
  • Resolved vendor-related issues proactively to ensure uninterrupted service and platform stability.
  • Implemented process improvements to streamline vendor onboarding, engagement, and governance procedures
  • Own end-to-end operational responsibilities and serve as the primary liaison for addressing Tech, Finance, Operations, and Catalog-related issues.

Senior Operations Executive

Swiggy
Bengaluru
05.2019 - 12.2021
  • Conducted on-the-job training for 2 internal batches of newly hired Operations Executives, ensuring process readiness and alignment with operational standards.
  • Led training sessions for 2 batches of outsourced service providers (OSPs), delivering consistent knowledge transfer and SOP adherence.
  • Achieved 100% certification in quality assessments for all trained batches, reflecting training effectiveness and operational excellence.
  • Contributed to SOP enhancements and process optimizations aimed at improving turnaround time (TAT) and elevating overall customer experience.

Operations Executive

Swiggy
Bengaluru
08.2017 - 05.2019
  • Managed live-order escalations raised by Operations Managers and delivery partners via email and calls, ensuring timely resolution to minimize customer impact and service disruptions.
  • Coordinated in real-time with restaurants, customers, and delivery partners to make informed decisions that prioritized customer satisfaction and operational efficiency.
  • Consistently recognized as a top performer across key metrics, including CSAT, quality scores, and TAT

Seller Support Associate

Flipkart
Bengaluru
04.2016 - 04.2017
  • Provided first-level support to marketplace sellers by resolving queries related to listings, payments, visibility, and onboarding processes.
  • Assisted sellers through phone and email channels, ensuring timely resolution and a smooth platform experience.
  • Raised and tracked issue tickets with internal teams (Catalog, Finance, Ops) to drive closure and maintain service standards.
  • Educated sellers on platform policies and tools to improve listing accuracy and operational compliance.
  • Contributed to seller satisfaction and platform efficiency through proactive issue resolution and clear communication.

Education

BSc. - Computer Science

Karnataka University

Skills

  • Exceptional customer service skills
  • Real-Time Escalation Management
  • Crisis Management & Business Continuity
  • SOP Design & Process Reengineering
  • Performance Management & Capability Building
  • Data-Driven Decision Making
  • Project management
  • Process enhancement initiatives
  • Cross-functional collaboration & stakeholder rapport

Languages

  • Kannada
  • English
  • Hindi

Accomplishments

  • Hunger Saviour Award(Swiggy’s annual awards)
  • League of Champions(Team award)
  • Various performance awards

Certification

  • LSS Green Belt

Timeline

Lead - National Accounts

Swiggy, Bengaluru
07.2024 - Current

Sr Vendor Manager

Swiggy
01.2022 - 07.2024

Senior Operations Executive

Swiggy
05.2019 - 12.2021

Operations Executive

Swiggy
08.2017 - 05.2019

Seller Support Associate

Flipkart
04.2016 - 04.2017

BSc. - Computer Science

Karnataka University

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Ramachari Gouda