Kanav V.

●Planning, executing & maximizing productivity & quality with thorough training & consistent monitoring of team performance with aggressive timelines and agile methodology. ●Led the end-to-end transaction for business transition (Hiring, Costing, Budgeting, Planning, Standardization, Documenting, etc. ) ● Coordinating different projects, organizing resources & schedules to meet demands. ● Projects & Initiatives: Administered different projects & pilots to assess the adherence of SOPs at offices through audits to eliminate process gaps. ●Optimized and reduced process costs at an overall organisational level through vendor rationalization. ● Improved MSAT for Premium and High AOV merchants. ●Looking after Rostering, TAT, CSAT, NPS, Attrition, Shrinkage, AHT and other metrics. ● Oversee & RCA internal and external escalations from merchants/customers, and other stakeholders to ensure timely resolutions ●Develop timely feedback mechanisms and conduct training to ensure that the team maintains a high level of quality and efficiency. ●Coordinating with the product team for product optimisations. ● Business Analysis: Developed metrics visibility dashboards & curated reports to understand operations & identify actionable areas. Enhanced process by revising workflows & improving communication between departments. Implemented employee-focused initiatives, directly increasing team morale. ● Vendor management - Overseeing multiple vendors. Vendor SLAs, reviewing the P&L across functions. Created strategies to optimize cost with vendor rationalization. Regular checks on agreements, renewal, and negotiations. Created an effective cost-tracking system which helped to keep a check on cost, savings, and much-needed optimizations. Organizing and leading monthly and quarterly business reviews.

● Managing client interactions and escalations. ● Taking care of strategies, operations, menu quality, product, and testing. ● Worked closely with the sales team for escalations, and queries at the digital operations end, the automations and improvements within the process. ● Worked closely with the product teams to test and launch new tools and features. Was a part of the DIY onboarding tool which helped to enhance the partner onboarding experience. ● Conduct internal process audits and reviews to ensure strict adherence to the process parameters/systems. ● Actively participated in client-initiated process improvement projects. ● Created an efficient internal assignment system, and helped to plan and manage daily operations. ● Managed a team of 15+ people. looked after the rostering, daily planning, and execution. ● Reduced the process TAT ● Part of Zomato markets launch team. ● Single handed derived multiple projects like Fssai/GST compliance drive, and Commission improvement drive. ● Benchmarking best practices and incorporating relevant changes in the existing process Increasing the overall team productivity.

● Worked on ticketing systems - Help Scout, Zendesk, Salesforce. ● Developed SOPs and quality audits and trained sales managers on them. ● Coming up with quick resolutions to the issues within the process. ● Responsible for maintaining a good Funnel TAT. ● Delivered results through good quality and efficiency. ● Awarded Onboarding star on multiple occasions. ● Helped the product with suggestions on how to improve the partner onboarding experience. ● Trained 400+ Sales managers on partner onboarding tools.