Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Sahil Solanki

Sahil Solanki

Gurgaon

Summary

Experienced operations and customer experience professional with 9 years of expertise, including a leadership role at Zomato. Skilled in optimizing customer service processes, managing multi-channel touchpoints, and leading teams to achieve operational excellence and high customer satisfaction. Adept at analyzing customer feedback to identify pain points and drive process improvements.

Overview

2025
2025
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages

Work History

Team Lead - Operation Management

: Zomato Ltd
6 2018 - 5 2024
  • Process Improvement: Streamlined customer service workflows, enhancing efficiency by implementing standardized procedures and automating key processes.
  • Customer Experience: Developed and implemented strategies to boost customer satisfaction, including analyzing customer feedback and addressing pain points across various touchpoints.
  • Touchpoint Management: Oversaw and maintained consistency across multiple customer interaction channels, including call centers, digital platforms, and other customer-facing interfaces.
  • Team Performance: Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
  • Team Leadership: Led, trained, and mentored call center staff, focusing on quality service delivery and achievement of key performance indicators.
  • Customer Onboarding: Managed the end to end process of all existing and new restaurant partners through different mode of channel i.e salesforce ticketing, email or calls.
  • Cost Control: Developed and implemented strategic plans to reduce the cost.

Team Lead - Vendor Management

: Zomato Ltd
06.2018 - 05.2024
  • Vendor Relationship Building: Developed strong relationships with vendors to ensure alignment with organizational goals and maintain service quality.
  • Invoice Processing: Proficient in handling invoicing with a focus on accuracy and timeliness.
  • Performance Monitoring: Regularly reviewed vendor performance against KPIs, addressing gaps to ensure consistent service delivery.
  • Contract Negotiation: Negotiated vendor contracts and terms to secure optimal service levels and cost efficiency.
  • Process Optimization: Streamlined vendor-related processes, reducing redundancies and improving efficiency in service provision.
  • Issue Resolution: Acted as the primary point of contact for vendor-related issues, promptly resolving conflicts to avoid service disruptions.
  • Quality Assurance: Conducted regular quality checks and audits on vendor deliverables to ensure compliance with standards and customer expectations.

Quality Consultant

: MattsenKumar LLC Pvt Ltd
05.2016 - 04.2018
  • Gained significant exposure in spearheading operation process implementation initiatives and ensuring delivery of various processes to Barclays team through various communication channels within agreed Service levels

Customer Service Executive

: Arvato India Pvt Ltd
12.2014 - 04.2016
  • Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.

Education

Bachelor of Arts -

Subharti Univeristy, Merut
04.2018 - 03.2021

Microsoft Excel 2013 CertificationNIIT -

Limited
03.2015 - 09.2015

Skills

Cost Saving

E-commerce

Leadership

Microsoft excel

Lead Team

Data Analysis

Supply Chain Management

SLA and Contract Management

Vendor Management

Operation Management

Invoice Processing

Customer Experience Management

Certification

Microsoft excel data analysis

Timeline

Team Lead - Vendor Management

: Zomato Ltd
06.2018 - 05.2024

Bachelor of Arts -

Subharti Univeristy, Merut
04.2018 - 03.2021

Quality Consultant

: MattsenKumar LLC Pvt Ltd
05.2016 - 04.2018

Microsoft Excel 2013 CertificationNIIT -

Limited
03.2015 - 09.2015

Customer Service Executive

: Arvato India Pvt Ltd
12.2014 - 04.2016

Team Lead - Operation Management

: Zomato Ltd
6 2018 - 5 2024

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Sahil Solanki