SAKSHI Jha

Company Overview: A leading food delivery service that connects customers with restaurants .

• Spearheaded quality assurance initiatives, conducting audits 'ATA' to ensure compliance and elevate customer service standards.
• Managed end-to-end quality for Delivery Partner Support, resolving 500 customer/delivery partner escalations monthly while maintaining 95% satisfaction.
• Achieved ₹13L monthly cost savings by optimizing compliance and reducing inefficiencies in customer-facing processes.
• Trained 50 employees in customer de-escalation techniques, reducing order cancellations by 20% during peak periods.
• Led vendor calibration calls to improve customer satisfaction metrics (e.g., Marathi DP SAT from 83% to 91% through soft-skills training.
• Collaborated with legal/merchant teams to resolve critical customer complaints, ensuring brand reputation and trust.
• Customer Impact: Reduced CTO calls by 15% by streamlining grievance redressal processes.
• Spearheaded Zomato's IRCTC logistics operations, revamping workflows and SOPs to enhance reliability, achieving a 25% improvement in resolution efficiency.
• Administered delivery partner account oversight, including deactivation, suspension, and access restriction protocols, ensuring adherence to platform policies and quality benchmarks.
• Cross-Functional Operational Alignment: Led weekly strategic reviews with city leadership to streamline delivery support workflows, ensuring 100% SLA adherence and resolving 30 regional escalations monthly.
• Organized weekly review with outsourcing partners/vendors along with external calibration.
• Formed Emergency Response Team 'ERT' in 1 day during festival rush, reducing order cancellations by 30%.
• Retained a high-profile customer facing a lawsuit by resolving their grievance end-to-end within 1 hour.
• Saved 46,000 per day cost on three day trial project handled by me.
• Fixed Automation issue which reduced waiting time of delivery partner to reach support from 15 minutes to 10 minutes.
• Designed calling/chat scripts and quality parameters for Zomato's support teams, improving resolution accuracy by 25%.
• Implemented daily call QC - monthly DP report cards: Tracked 100 delivery partners' performance, wellness, and compliance metrics.
• Created an AI based interactive workflow in 3 hours for all the issue types.
• Learned Canva in 1 day to create reward cards for associates, boosting team morale by 15%.
• Redesigned feedback systems for real-time closure, improving DP satisfaction 'DPSAT' from 83% to 91%.
• Retention strategies: Slashed customer churn by 20% through proactive escalation handling.
• Resolved 50 critical lawsuit cases and retained 37 customers.
• Trained 500 agents in soft skills and de-escalation, reducing CTO calls by 15%.
• Performance monitoring: Cut vendor costs by ₹13L/month through data-driven KPI tracking 'AHT, FTR, CSAT'.
• Managed the vendor team as quality leader being responsible for implementation and management of projects.

Company Overview: A global financial services company that provides insurance, investment and retirement solutions.

• Reduced escalation cases by 25% by implementing proactive customer communication frameworks.
• Mentored 20 new hires in customer interaction best practices, improving team resolution rates by 35%.
• Conducted audits to enhance service quality, achieving 15% higher compliance in customer-facing SLAs.
• Customer Impact: Addressed 100 client queries weekly, ensuring timely resolutions and adherence to financial service standards.
• A global financial services company that provides insurance, investment and retirement solutions.

Company Overview: A company focused on providing salon based services to customer and salon owners.

• Acquired 20 new clients (20% growth) through customer-centric sales pitches and relationship management.
• Boosted deal closures by 15% by addressing customer pain points and tailoring solutions.
• Maintained 95% inquiry resolution rate and reduced delivery delays by 10% through proactive order tracking.
• Customer Impact: Ensured 100% payment accuracy, fostering trust and repeat business.
• A company focused on providing innovative solutions in sales and customer relationship management.