Open to opportunities

Nakul Chugh

@nakulchugh

Message

Operations and customer service professional with 7+ years of experience.

India

Message

What I'm looking for

I am looking for a role that challenges me and fosters growth, ideally in a dynamic environment focused on customer satisfaction and operational excellence.

With over 7 years of experience in operations and customer service, I have honed my skills in process management, vendor coordination, and issue resolution. My journey began at InterGlobe Technologies, where I assisted customers with bookings and resolved queries efficiently. This foundational experience paved the way for my role at Zomato Limited, where I have taken on increasing responsibilities across various teams.

At Zomato, I have excelled as a Senior Associate in the Operations team, managing the Healthy category and overseeing the timely delivery of images from outsourced agencies. My ability to enhance customer satisfaction through meticulous data accuracy and operational efficiency has been a key driver of my success. I have spearheaded promotional campaigns, coordinated with city teams, and provided real-time resolutions for merchants and delivery partners, ensuring smooth operations and high service standards.

I am passionate about driving efficiency and improving customer experiences. My technical skills in Excel, Salesforce, and basic SQL complement my operational expertise, allowing me to contribute effectively to any team. I am eager to leverage my experience and skills in a challenging new role that values innovation and customer-centric solutions.

Experience

Work history, roles, and key accomplishments

Current

Senior Associate – Operations, Catalogue Team

Current

Zomato Limited

Jul 2018 - Present (7 years)

Managed the timely delivery of images from outsourced photographer agencies and planned photo sessions with merchants. Oversaw Healthy category operations, supporting merchants with listings and collaborating with Tech to enhance features.

Excel Google Sheets Salesforce Freshdesk Customer Support Process Management

Senior Associate – Operations, Promo Team

Zomato Limited

Spearheaded daily operations tasks for the Promo Team, creating various promo codes and collaborating with city and partnership teams. Planned and executed promo code campaigns to boost user acquisition and engagement.

Campaign Execution User Acquisition Performance Monitoring Collaboration

Associate – Customer Delight Team

Zomato Limited

Addressed customer inquiries and concerns about account issues and dining, delivering prompt resolutions via calls, chat, and email. Monitored driver quality, fraud detection, and denials to maintain high service standards.

Customer Service Chat Support Email Support Fraud Detection

Associate – Operations, Emerging Team

Zomato Limited

Managed daily operations for 690+ emerging cities, handling diverse operational tasks for different projects. Coordinated with City teams to fulfill banner requests for the Zomato application, including festival banners.

Operations Management Project Coordination Reporting Ticket Resolution City Team Collaboration Banner Requests

Associate – Logistics

Zomato Limited

Monitored driver quality, fraud detection, and denials to maintain high service standards. Effectively resolved nationwide payout issues and escalations from delivery partners.

Driver Management Fraud Detection Escalation Management

Executive - Customer Service

InterGlobe Technologies

Mar 2017 - Oct 2017 (7 months)

Assisted customers with new bookings and changes in existing bookings. Provided information on flight status, timings, and resolved passenger queries promptly through emails and calls.

Customer Service Query Resolution Email Communication Flight Information