Mohamad Shoheb

Operations Professional with 3+ years of experience managing day-to-day business operations, vendor and delivery partner coordination, and cross-functional team collaboration. Proven expertise in team leadership, agent performance tracking, metric management, shift scheduling, and escalation resolution. Adept at driving continuous performance improvement and maintaining operational reporting to ensure smooth service delivery across teams.

Operations Team Lead - Zomato

(2025-09)

• Manage daily business operations and coordinate with vendors and delivery partners to ensure seamless service delivery.
• Oversee team performance and track key operational metrics to ensure productivity goals and organizational targets are consistently met.
• Handle shift scheduling and workforce coordination to maintain optimal team coverage and workflow efficiency.
• Conduct regular team meetings, performance reviews, and coaching sessions to drive continuous team improvement.
• Resolve customer experience (CX) escalations and day-to-day operational issues in a timely manner.
• Coordinate across cross-functional teams to keep business operations running smoothly.
• Maintain detailed operational reports for management visibility, analysis, and decision-making.
• Support process improvements to increase overall operational efficiency and reduce turnaround times.

Research Analyst Intern - UVVS Foundation

(2025-02 - 2025-07)

• Researched and analyzed educational institutions to identify gaps in AI and technology course offerings.
• Created proposals and coordinated program implementation logistics.
• Prepared and delivered comprehensive research reports and presentations to government authorities.
• Collaborated with stakeholders to secure funding and operational support for educational initiatives.

Customer Service Representative - Reliance Jio Pvt. Ltd.

(2023-08 - 2024-11)

• Handled inbound and outbound customer inquiries via phone, email, and chat while maintaining accurate service records.
• Logged and tracked customer interactions to support operational follow-up and reporting.
• Troubleshot technical and account issues, escalating unresolved cases through proper operational channels.
• Worked independently and efficiently in a remote operations environment while meeting high professionalism standards.

Retention Specialist - Hexaware Pvt. Ltd.

(2022-08 - 2023-07)

• Reviewed customer-submitted evidence to verify claims and determine refund, replacement, or denial eligibility.
• Handled complex escalation cases requiring in-depth investigation and final operational decision-making.
• Coordinated with logistics, seller support, and quality control teams to resolve disputes and streamline workflows.
• Identified patterns in escalations to recommend process improvements and fraud-prevention measures, ensuring compliance with operational and data-security guidelines.

Master of Business Administration (MBA) - Finance / Operations & Business Analysis - G.H. Raisoni College of Engineering and Management, Nagpur (2024 - 2026)

Bachelor of Computer Applications (BCA) - Sardar Patel Mahavidyalaya, Gondwana University, Gadchiroli (2022-06)