Eric Sibi

About Eric Sibi

Currently at Zomato’s Central Logistics Department, I focus on operational excellence — managing high-impact escalations (including CEO-level), conducting root cause analyses, and leading quality audits to improve delivery workflows. I work closely with cross-functional and city teams to identify process gaps, track KPIs, and implement corrective actions that drive performance, compliance, and partner satisfaction.With hands-on experience in Customer Support and Central Operations, I’ve built a strong foundation in problem-solving, process improvement, and data-driven decision-making. At Amazon, I managed real-time customer interactions, resolving complex issues related to orders, refunds, and account management while maintaining high satisfaction scores and quality benchmarks.Alongside my professional journey, I’m currently upskilling through a Data Analytics course with Coding Ninjas, deepening my expertise in data interpretation, visualization, and business intelligence to drive more informed operational & business decisions.

Experience

1. Associate - Central Logistics

   Zomato

   Feb 2024 — Present · Gurugram, IN

   Drive operational excellence by managing high-impact escalations, including Founder Mailbox (CEO-level) issues, ensuring swift and effective resolution.* Conduct root cause analyses (RCA) and lead quality audits to identify systemic gaps, strengthen workflows, and enhance delivery operations.* Use data-driven insights and trackers to identify process gaps, training needs, and resource requirements; proactively escalate issues for timely closure.* Prepare weekly and monthly performance reports, highlighting key trends, KPIs, and improvement opportunities for leadership review.* Partner with quality team to reduce order rejections, minimize delays, and improve the overall experience for delivery partners.* Define and manage project scopes, timelines, and goals, ensuring stakeholder involvement and operational feasibility throughout execution.* Track city-level performance metrics, ensuring targets, and quality standards are consistently achieved.* Design, implement, and monitor SOPs to enhance compliance, consistency, and efficiency across operations collaborating with stakeholders across Central & city level teams.

Education

• Amity University

  Bachelor's degree, Forensic science

• Coding Ninjas

  Data Analytics

• INDIAN EXCELLENT PRIVATE SCHOOL

  High School Diploma

  2017 — 2019

• GEMS Education

  Middle School Diploma