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Ankur Agrawal has extensive experience in the e-commerce industry, currently serving as Operations Team Lead at Zomato since February 2017. With nearly eight years in this sector, Ankur specializes in team management, training, coaching, escalation handling, service level (SL) adherence, quality assurance, process and product development, and Net Promoter Score (NPS) improvement. Prior experience includes roles as Customer Support Manager and Assistant Manager Operations at Zopper.com, where responsibilities centered around managing customer operations, recruitment, cost control, and quality assurance. Ankur also worked at Flipkart as Operations Team Lead, further honing skills in customer operations management. Ankur holds a Master of Business Administration (MBA) in Sales and Marketing Operations from IBMR IBS, earned between 2008 and 2010.