Operations & Bilingual Virtual Assistant

Operations Manager Nov **** – Present

Associate – Customer Support (Chinese & English) Jul 2023 – Nov 2023 Bachelor of Arts (Honors) in Chinese Literature & Culture Graduated: 2023 MD ANAS

Dehradun, Uttarakhand, India +91-972******* **.****.***@*****.*** PROFESSIONAL SUMMARY

Operations Manager with hands-on experience in managing end-to-end logistics workflows, order dispatching, driver and dispatcher scheduling, and cross-functional communications. Proven expertise in handling high-volume daily operations, restaurant and partner relations, and complex customer escalations. Holds a Bachelor's degree in Chinese Literature & Culture from Doon University and prior experience in bilingual (Chinese/English) customer operations at Sutherland. Skilled at optimizing operational turnaround times, enforcing SLA compliance, and leading ground-level delivery teams to ensure smooth service execution. CORE COMPETENCIES

Operations Management: Process Optimization, Workflow Execution, SLA Compliance, Escalation Management Dispatch & Logistics: Order Dispatching, Fleet & Driver Allocation, Route Efficiency, Team Scheduling Stakeholder Relations: Restaurant/Partner Communication, Customer Support, Team Leadership Languages: Fluent Chinese (Mandarin), Professional English, Native Hindi PROFESSIONAL EXPERIENCE

Eating In

End-to-End Dispatch Management: Oversee daily order flow and real-time dispatching between restaurants, customers, and field delivery agents to maintain low turnaround times and route efficiency. Team Leadership & Scheduling: Manage and schedule shift rosters for a dedicated team of dispatchers, ensuring optimal operational coverage during peak demand hours. Partner & Customer Relations: Serve as the primary point of contact for restaurant partners to resolve daily operational bottlenecks, order delays, and inventory coordination. Escalation & SLA Resolution: Directly handle high-priority delivery escalations, achieving high order resolution rates while maintaining operational service standards. Process Improvement: Streamline internal communication channels between ground dispatchers and support teams to minimize delivery order errors and optimize fulfillment workflows. Sutherland

Bilingual Customer Operations: Delivered dual-language (Chinese & English) customer support to international users, consistently meeting target CSAT and resolution metrics. Issue Resolution: Handled complex account, transaction, and service escalations while strictly adhering to organizational SLAs.

Cross-Cultural Communication: Leveraged advanced language proficiency in Chinese (Mandarin) to bridge communication gaps between global clients and internal technical/support teams. EDUCATION

Doon University, Dehradun

TOOLS & KEY SKILLS

Systems & Tools: Order Management Systems (OMS), Dispatch & Logistics Dashboards, MS Office / Google Workspace

Core Strengths: Cross-Cultural Communication, Team Leadership, Crisis Management, Conflict Resolution, SLA Adherence

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