KamalJit Kaur

• Identified and addressed onboarding process gaps for vendors, leading to a significant reduction in average onboarding time.
• Collaborated with product and training teams to develop and deliver comprehensive training materials, ensuring all vendor staff are equipped to handle customer inquiries.
• Served as the primary point of contact for assigned vendors, proactively addressing their suggestions, inquiries, and issues.
• Collaborated with internal teams (support, product, marketing) to resolve complex issues and ensure timely escalation when needed.
• Facilitated product rollouts for 3 major product updates (One time limit, Pay anywhere, Tabby Ads), successfully transitioning assigned portfolio of vendors to the new versions within the targeted time frame.
• Owned the customer experience for the assigned portfolio across the MENA region, ensuring alignment with company vision and exceeding established targets.
• Analyzed vendor feedback to identify knowledge gaps and developed 3 training modules for call-center teams, ensuring everyone stayed aligned with vendor needs and goals.
• Generated weekly and monthly reports on key customer success metrics, tracking progress towards goals and identifying areas for improvement.
• Provided ongoing coaching and mentorship to junior customer success team members.

• Managed and provided strategic direction to a vendor portfolio
• Collaborated with multiple departments to resolve potential issues.
• Improved key performance indicators (KPIs) for newly onboarded vendors, reducing fail rates and increasing menu quality index, akin to achieving revenue targets.
• Implemented customized account management approaches based on market dynamics, contributing to partner engagement and revenue growth.
• Developed marketing strategies for assigned portfolio and presented the strategies to CXO-level executives for approval and implementation.
• Mentored and educated teams on managing vendor expectations and providing excellent service, in line with the role's requirement to work with stakeholders and partners.
As a result of these efforts, I achieved a 90% reduction in inactive accounts, and a 300% increase in non-commissionable revenue from newly onboarded vendors.

• Analyzed operational metrics to optimize efficiency in the assigned customer portfolio to seek continuous improvement
• Cultivated strong, enduring relationships with key e-commerce accounts (Noon, Talabat, Careem), serving as their primary point of contact for inquiries, issues, and requests
• Mentored and led a team of junior associates, aligning with the need to work alongside the strategic projects & content team to ensure smooth and efficient onboarding of customers.
• Developed ROI-centric marketing strategies for assigned portfolio and presented the strategies to CXO-level executives for approval and implementation, contributing to revenue and transactional growth, akin to delivering on commercial targets.
• Assisted brands with platform listing innovation and engineering, based on the different approaches used by each online ordering platform.

• Led a team of account managers, prioritizing strategic initiatives, akin to defining enhancement roadmaps.
• Took full accountability for portfolio performance, reflecting my commitment to delivering exceptional member experiences.
• Contributed to and led strategic plans, aligning with the role's requirement to work with internal and external stakeholders.
• Developed client-specific plans to drive revenue growth, similar to launching relevant, innovative, and value-driven partnerships.

• Managed client requirements and ensured satisfaction across GCC countries (UAE, Qatar, Oman, Bahrain).
• Monitored the assigned portfolios progress, identified opportunities for improvement, and proactively addressed issues.
• Oversaw payroll, vendor operations, and maintain service standards through collaboration with various departments.
• Achieved substantial account growth and expanded into three GCC countries while handling commercial aspects.

• Worked with the Account Manager to strengthen relationships with new and existing accounts to drive revenue growth.
• Liaised with clients and internal teams to resolve issues quickly and effectively.
• Documented sales, customer interactions and concerns and generated update reports for senior management.
• Managed marketing activities of the assigned portfolio like roadshows, product launch, sales events, etc.