Vedansh Vij

• Managed and resolved high-priority escalations from restaurant partners related to supply chain and operational issues, ensuring timely and satisfactory outcomes • Collaborated cross-functionally with logistics, city operations, support teams to identify root causes and implement preventive measures • Ensured adherence to SLA timelines for issue resolution, minimizing disruptions and strengthening merchant trust • Analyzed escalation trends and prepared weekly reports to drive data-driven process improvements and enhance service quality • Contributed to policy revisions and process enhancements, resulting in reduced repeat escalations, improved partner satisfaction and retention.

• Handled customer escalations and resolved order-related issues across channels, ensuring SLA adherence and high satisfaction levels • Acted as a liaison between users, delivery partners, and restaurants to streamline operations and resolve real-time concerns • Utilized internal tools to investigate complaints, maintain detailed records, and collaborate cross-functionally to enhance customer experience • Managed high-volume queues during peak hours while consistently meeting quality benchmarks • Contributed to internal knowledge base updates to help streamline future query handling

• Collected, cleaned, and analyzed large datasets to derive insights on user behavior and marketing campaign performance • Created dashboards and visual reports using Excel, Power BI, and SQL to support real-time decision- making • Supported A/B testing and KPI tracking in collaboration with business and product teams to drive data- backed strategies