Summary
Overview
Work History
Education
Skills
Interests
Accomplishments
Timeline
Hi, I’m

Nikhil Lubana

Gurugram
Nikhil Lubana

Summary

Results-driven professional with a focus on mastering the hiring funnel and operations dashboards. Skilled in enhancing technical capabilities in Excel, Google Sheets, and SQL, with a commitment to resolving systemic gaps affecting customer experience. Demonstrated success in reducing customer complaints and improving resolution efficiency. Collaborates effectively to drive organisational growth and foster a positive culture, ensuring long-term success and sustainable outcomes.

Overview

1
year of professional experience

Work History

Zomato
Gurugram, India

Associate-CDP1 (SOS)+ Ad-Hoc Hiring CD
07.2025 - Current

Job overview

Proactively identified and addressed operational gaps impacting customer experience and internal efficiency.

Detected potential false non-delivery patterns at PS office, affecting over 50 orders daily.

Collaborated with stakeholders to implement an interim solution stabilizing operations and resolving 50% of delays.

Revised SOS training module for CD team, improving escalation quality and reducing inaccuracies.

  • Contributed to hiring panel, aiming for 300+ quality hires in four months with over 90% retention rate.
  • Targeted reduction of time-to-hire from seven to five days, enhancing recruitment efficiency.
  • Actively pursued long-term solutions for walker system challenges at PS office to ensure sustainability.
  • Engaged with relevant contacts to understand ground-level challenges affecting order processing.
  • Provided training and guidance to junior QA analysts on best practices and testing methodologies.
  • Oversaw all process checks to ensure that they were done properly and at the correct frequency.
  • Prioritised urgent and high-risk complaints, ensuring they were escalated appropriately and resolved in a timely manner.
  • Analysed escalation patterns to identify root causes and implemented preventative strategies.
  • Researched and resolved customer issues received via different channels for exceptional client experience.
  • Trained new staff on complaint handling procedures, promoting a consistent and professional approach across the team.
  • Managed and resolved customer complaints efficiently, aiming for quick resolution and customer satisfaction.

Education

BBA
Meerut, UP

Bachelor of Business Administration from Business administration
2027

University Overview

Karan public school
Meerut, UP

Certificate of Higher Education from PCB
2019

University Overview

St. mary's academy
Meerut, UP

Certificate of Higher Education from 10th ICSE
2017

University Overview

Skills

  • Customer service
  • Team building
  • Business administration
  • Operational efficiency
  • Recruitment strategies
  • Leadership excellence
  • Team building and training
  • Customer relationship management
  • Senior-Level collaboration
  • Decision-Making authority
  • Product development
  • Data-driven decision-making

Interests

  • My hobbies include watching Formula 1 and dedicating my free time to upskilling myself whenever possible I actively focus on learning skills that contribute to stronger outcomes in both my academic and professional journey

Accomplishments

Accomplishments

Alongside my professional journey, I carry a deeply personal chapter that has shaped my resilience, discipline, and outlook toward life and work.

Prior to joining Zomato, I was pursuing my fourth year of law school when I was diagnosed with transverse myelitis, a severe neurological condition that resulted in full-body paralysis. Over the next three years, I underwent multiple intensive hospitalizations, including several life-saving surgeries, and spent extended periods in critical care. During this time, I also faced the early stages of a spinal cancer condition, which continues to be monitored and treated.

Those years were not defined by academic progress, but by survival, recovery, and rebuilding. Through sustained medical treatment, rehabilitation, and personal determination, I worked toward regaining my health and independence. I lost over 125 kilograms during this recovery journey and dedicated myself to rebuilding both my physical strength and personal mindset.

This period profoundly transformed me. It taught me resilience, patience, gratitude, and the importance of consistent effort — lessons that now guide my professional approach. When I joined Zomato, I carried forward the determination forged during those years. I approach challenges with persistence, view setbacks as opportunities to grow, and remain committed to continuous learning and hard work.

I consider myself a fighter — someone who does not give up easily — and I bring that mindset into every responsibility I undertake.

Timeline

Associate-CDP1 (SOS)+ Ad-Hoc Hiring CD
Zomato
07.2025 - Current
BBA
Bachelor of Business Administration from Business administration
Karan public school
Certificate of Higher Education from PCB
St. mary's academy
Certificate of Higher Education from 10th ICSE
Nikhil Lubana