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Tushar Choudhary
Team lead
New Delhi
Summary
Versatile operations supervisor with a resourceful and creative approach to tackling routine and complex business challenges. Known for being a driven, dedicated, and hardworking leader who consistently streamlines operations and achieves impressive results. A forward-thinking team leader with a proven ability to efficiently operate departments to meet goals. Demonstrated success in matching employees with roles that maximize their performance. Proactive and hardworking individual focused on continuously improving operational efficiency.
Overview
2025
2025
years of professional experience
2
2
Languages
Work History
Operations/ Team Lead
Zomato Limited
1 2024 - Current
- Developed and implemented operational strategies to increase efficiency and productivity of team.
- Assisted with budgeting activities including forecasting costs associated with operations.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Monitored daily operations and evaluated performance of staff, providing feedback and coaching as needed.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Experience in handling customer and delivery partner queries, ensuring timely resolutions, and driving customer satisfaction through effective communication and problem-solving.
- Developed SOPs and HTML resources to streamline processes related to customer and delivery partner queries, improving operational efficiency and user experience.
- Collaborated closely with other departments to streamline interdepartmental communication and improve overall organizational cohesion.
- Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
Senior Quality Analyst
Zomato Limited
04.2022 - 12.2023
- Identify the opportunities to improve the overall process
- Mentor-ship / ad-hoc training sessions and auditing cases
- Take regular certification and training of the new recruits
- Use Statistical methods to analyze data and generate useful reports for the stakeholders to understand the data-analysis steps, enabling them to important decisions bases on various facts and trends
- Successfully interpreted data and share insights to draw conclusions for managerial action and strategy for better log support operations
- Working as an Acting TL in team management, interaction with vendors, Ensuring the support to be run in smoothly.
Senior Executive
Zomato Limited
08.2019 - 10.2021
- Worked in Social team where handled the customers complaints on Social platforms
- Handled customers' query and handling objections of customers over the call
- Interaction over the call with domestic as well as international customers of Zomato
- Worked as an Acting TL also in the absence of team leads and managed the team work
- Established the coordination between the team members and the Quality management team for the improvement in team performance
- Managed customer relations and customer service through daily communication and interaction.
Executive
Zomato Limited
04.2018 - 08.2019
- Worked in ODM team for handling the customer's interaction and queries
- Resolving queries up to customer satisfaction over the calls and the emails.
Client Account Officer
Indusind Bank
10.2016 - 03.2018
- Enhanced client satisfaction by promptly addressing concerns and providing tailored financial solutions.
- Facilitated client onboarding processes, including account setup, documentation, and compliance checks, ensuring seamless transitions.
- Developed strong working relationships with internal stakeholders, including credit analysts, underwriters, and product managers.
- Optimized operational efficiencies by utilizing CRM systems for accurate record-keeping and streamlined account management processes.
PHONE BANKING OFFICER
HDFC Bank
05.2014 - 09.2016
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Promoted company products using approved techniques, increasing revenue and exceeding performance expectations.
Education
Master of Business Administration (MBA) - Finance & Banking
Gautam Buddha University Noida
Bachelor of Business Administration (BBA) - Business Administration
IIMT college Meerut, CCS University
Higher Secondary (10+2) - Commerce
CBSE
Secondary (10th) - Secondary education
CBSE
Skills
Team leadership & people Management
Additional Information
Experienced Team Leader in Customer Service with a proven record of managing teams, resolving customer and delivery partner queries, and driving customer satisfaction. Skilled in developing Standard Operating Procedures (SOPs), handling escalations, and improving key performance metrics. Adept at team leadership, quality assurance, and process automation. Known for creating seamless customer and delivery partner experiences through proactive problem-solving and strategic process improvements.
Software
Excel, Powerpoint
SQL
Timeline
Senior Quality Analyst
Zomato Limited
04.2022 - 12.2023
Senior Executive
Zomato Limited
08.2019 - 10.2021
Executive
Zomato Limited
04.2018 - 08.2019
Client Account Officer
Indusind Bank
10.2016 - 03.2018
PHONE BANKING OFFICER
HDFC Bank
05.2014 - 09.2016
Operations/ Team Lead
Zomato Limited
1 2024 - Current
Master of Business Administration (MBA) - Finance & Banking
Gautam Buddha University Noida
Bachelor of Business Administration (BBA) - Business Administration
IIMT college Meerut, CCS University
Higher Secondary (10+2) - Commerce
CBSE
Secondary (10th) - Secondary education
CBSE
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