Mukul Verma

Experience

• 

  Jaquar & Company Private Limited

  Jun 2018 - Jul 2018

  Project Intern
• 

  Uber

  Jun 2019 - Sept 2021

  Scaled and led a high performing team of 20+ executives to deliver 10x growth in North India-Created visually impactful dashboards in Excel and Data Studio for data reporting and analysis. Extracted, interpreted and analyzed data to identify key metrics and transform raw data into meaningful, actionable information-Identifying Operations loop-holes and using Interpersonal skills and knowledge to provide Better Resolution on App issues, Payment issues, Debugs, the BGC process, etc.-Background Verification Process and Fraud Analysis in Different Driver Partner's Profile. Identifying app issues, and finding bugs in Profiles.-Fraud/Risk Analysis in Different Profiles which include Trips Fraud, Payment Frauds, Duplicate Account Generations, Docs, etc.-Uber Plus Partner Project to Eliminate Walkins, Deviating Priority, or Pending cases on this process for Faster and Proactive Response and Improving Better Customer Experience.-Handling the first level of Escalations/Problems Based on Ticketing system tool – Bliss, performing root cause analysis of the problem and running process improvement initiatives.-Troubleshot and resolved application issues escalated in different User Profiles.-Initiated pilot projects like Remote On-Boarding, Uber Essentials support. Show less

  • Operations Team Lead ( North )

    Mar 2021 - Sept 2021

  • Operations Consultant

    Jun 2019 - Mar 2021
• 

  Zomato

  Sept 2021 - Feb 2023

  Operations Fleet Lead

  Responsible for managing the operational efficiency of hubs across two or more areas in the city, manage multiple area level operations to ensure order fulfillment, logistics as well as provide an enhanced customer experience.- Ensuring the fleet of delivery executives across areas are disciplined and resolve disputes/strikes that may arise in these areas, warranting an efficient and healthy work environment.-Ensuring a flawless delivery service for the customers in my areas with a special focus on real-time service levels and schedule adherence, ensuring that there are fewer executive driven cancellations in my area-Managing 400-500 Delivery Partners directly on a daily basis, attendance to be maintained demand on a daily basis. Conducting classroom/ field training & audits at the individual level & keeping a strong hold on DP's. Provide feedback at the individual level and conduct weekly one-on-ones to understand problem areas.-Ensure excellent customer experience by solving order-level escalations.Support Pickup & Delivery Partners during emergencies and exigencies. Show less

• 

  Swiggy

  Feb 2023 - May 2024

  Area Manager

  Taking care of Delhi Operations as a Area Manager

• 

  Country Delight

  May 2024 - now

  Senior Business Analyst

  Building 🚀 Instant deliveries 🚚 at Country Delight for Pan India 🇮🇳