Kashika Bhalla
As an Institutional Sales Head with over eight years of experience, I thrive on building strong client relationships, driven by my empathetic and sociable nature. I approach my work with ambition and accountability, always adapting with flexibility to achieve impactful results and drive growth.
Experience
Institutional Sales Head
Organicut Fresh Private Limited, Noida · Mar 2025 – Present
- Revenue Leadership: Driving institutional partnerships, onboarding new B2B clients, and managing the complete sales lifecycle from targeted lead generation to closure and structured retention.
- International Market Expansion: Representing the company at prestigious international FMCG exhibitions such as Gulfood (Dubai) and IFE (London), successfully generating high-potential export leads and expanding global footprint.
- Global Client Management: Handling international client interactions, commercial negotiations, and cross-border onboarding processes to establish sustainable, long-term business partnerships.
- Cross-Functional Integration: Collaborating closely with operations, supply chain, and marketing teams to ensure seamless execution, order fulfillment, and delivery of core business objectives.
- Business Diversification: Contributing actively to strategic expansion initiatives, including new market formats such as cloud kitchens and kiosks, by supporting execution and scaling strategies.
Customer Support Manager (DeliverIt Vertical)
Organicut Fresh Private Limited, Noida · Dec 2024 – Mar 2025
- Zero-to-One Vertical Setup: Spearheaded the end-to-end installation of the entire customer support function for the 'DeliverIt' vertical from ground zero, designing the complete hiring strategy, onboarding frameworks, and training modules.
- Process Engineering: Designed, authored, and implemented comprehensive SOPs, automated workflows, escalation matrices, and robust performance tracking systems to guarantee maximum operational efficiency and high service quality.
- Team Incubation: Built and mentored a high-performing support team from scratch, establishing clear performance KPIs and strict quality benchmarks to ensure scalable future operations.
Team Lead - Customer Support
Per Annum, New Delhi · Apr 2024 – Nov 2024
- Operational Efficiency: Successfully reduced daily inbound ticket volume from 437 to approximately 100 through rigorous root-cause analysis, process optimization, and smart resource allocation strategies.
- Team Leadership & SLA Adherence: Managed a dedicated team of 10+ customer support executives, taking complete ownership of performance management, training, and strict adherence to turnaround times (TAT).
- Framework Implementation: Engineered structured SOPs and critical escalation frameworks, resulting in drastically improved issue resolution timelines and measurable increases in customer satisfaction.
- Crisis Management: Directly supervised high-priority escalations and sensitive social media grievances, driving quick, effective resolutions to preserve brand reputation.
Team Lead – Customer Service
Zomato Hyperpure, Gurugram · Dec 2019 – Jul 2023
- Quality Transformation: Led large-scale process transformation initiatives, boosting overall communication and delivery quality by 96% via structured QA frameworks and targeted training programs.
- Cost Optimization: Reduced comprehensive operational expenditures by 11% through strategic vendor management, lean process optimization, and sharp resource allocation.
- Data-Driven Management: Revamped internal reporting structures and execution dashboards, heavily enhancing executive visibility into daily key performance metrics and strategic decision-making.
- Analytics & Segmentation: Developed analytical customer segmentation and classification models, directly improving personalization metrics and overall service effectiveness.
Fraud Investigator & Customer Delight Associate
Zomato, Gurugram · May 2018 – Jan 2019
- Risk Mitigation: Conducted exhaustive, deep-dive fraud investigations utilizing SQL and advanced data analysis techniques, identifying emerging risk patterns and preventing substantial financial losses.
- Compliance & Policy: Maintained 100% compliance with internal security policies, collaborating actively with legal and finance teams for complex case resolutions.
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Education
Master of Commerce, Commerce
Guru Nanak Dev University
Contact details
Contact details
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What drives their work
The Architect
You design and establish foundational systems and teams that are built to last.
Kashika's superpower
You excel at conceptualizing and implementing robust operational frameworks and building high-performing, empathetic teams from inception.
How Kashika works
You thrive in leadership roles focused on establishing and scaling new functions or expanding market reach within dynamic organizations.
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