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Work experience

Apr 2013Apr 2015

Customer Relationship Manager


About Jaypore:

Jaypore focuses on products with unique, high quality craftsmanship; unmistakably local designs that feel at home anywhere in the world.


  • Managing the entire customer relations and working for the growth of the company by understanding the client needs and requirements
  • Administrate between business to business queries on other e-commerce portals
  • Coordinating with vendors and buying team to ensure excellent quality of products being shipped in time, along with post sales feedback and improvements
  • Proficient in managing and maintaining customer/client escalations and maintaining merchant/vendor relations alongside by achieving service quality norms
  • Understanding of end to end operations including, weekly and monthly reports with the top management pertaining to the selected department escalations
  • Dealing with a mature audience having varied interests and great knowledge of hand crafted, vintage & unique set of products
  • Knowledge base for textile products and other hand crafted products(Apparels, Home Decor, Art, Jewelery etc) by closer group of artisans within India
  • Working on well-equipped interfaces and developing the need to explore their working structure Excellent knowledge of Magento
Jan 2011Jan 2013

Manager, Client Relations


About Zomato

Zomato is an online restaurant search and discovery service providing information on home delivery, dining-out, cafés and nightlife in cities of India and 21 other countries and counting.


  • Backbone for the entire sales operations
  • Streamlined and improved sales processes within cities
  • Managing client relations team and ensuring the service delivery to Zomato clients and prospects is of excellent quality & achieves overall contract objectives
  • Maintaining the entire client database along with renewals and follow ups
  • Coordinating with Sales & Finance team to perform well on the sales closure, and payment inflow Updating and maintaining Google Ad words data
  • Month end reports to sales point of contact along with city heads as per locations
  • Developing plans and specific tools for CRM on how they will monitor results against plan
  • Managing clients globally, identifying & understanding their needs and offering best solution possible
  • Maintaining quarterly revenue as per targets, and reporting to country & city heads Interacting with potential customers and addressing telephonic queries
  • Lead generation via listings on the website and incoming calls
Sep 2006Dec 2010

Process Developer

Genpact, LLC

About Genpact: Genpact is a multinational business process outsourcing and information technology services company,


  • Credit Card Collections process for a Multi Home Utility store in The United States (
  • Handling individual customers in US undergoing financial stress, and to ensure best possible solution
  •  Impart process training to new hires and provide them with the requisite support to move up in the learning ladder
  • Team management, sharing experiences to improve collection skills Process refresher sessions within teams
  • Hurdles and daily discussions with team for smooth process flow
  • Promoted as process trainer with Bankruptcy process and providing assistance to customers to save them from filing bankruptcy
  • Maintaining Operating Instructions for the 12 sub-processes in bankruptcy
  • Pitching Client calls or on shore calls to discuss weekly, and monthly reports along with new ideas and process changes
  • Fair Knowledge of training new batches and sessions



Institute of Management Technology, Masters in Business Administration

IMT, Ghaziabad

Specialization in International Business



Delhi University

Bachelors of commerce 



Kulanchi Hansraj Model School




Taking initiative in new tasks

Adaptive to dynamic business environment

Change is good

Team Management

Team Structure, and management

Working under pressure

Worked for two start up businesses, and setting up the entire CRM team

Customer Focused

Understanding the client/customer needs and provide the best solution

Streamlining Operations

Created in-house tools to ensure better customer/client service across business

Voice & Accent Training

Trained on process training, along with voice & accent knowledge

Commitment to quality work

To deliver quality work to customers


  • English - Native & Bilingual Proficiency
  • Hindi- Native & Bilingual Proficiency

Technical Proficiency

  • MS Office- Word, Excel, Power point
  • Knowledge of Internet & Computers

Key Achievements & Awards

  • Won client awards thrice for the best caller
  • Pro-actively Participated in employee training programmes, and referral exchange programs in different cities
  • Build & launched in-house CRM tools for smooth business flow
  • Multi-tasking with different teams to ensure balanced work flow
  • Open to feedback & improvement

Personal Details

  • Nationality: Indian
  • Date of Birth: 6th Sep, 1988
  • Gender: Female
  • Marital Status: Married
  • Visa Status: Residence Visa
  • Passport No: H6134969
  • Father's Name: Mr.Surender Kumar Verma


1.Puneet Chawla, CEO,

Email id: [email protected]

Phone No. +91-98-10-325509

Direct Reporting

2.Pankaj Chaddah, COO, Zomato

Email id: [email protected]

Phone No. +91-9873934957

Direct Reporting