Experience

Vishal Mega Mart Gurgaon, India

• India
• Retail
• 200 - 300 Employee

• Customer Experience

  • Jun 2017 - Present



Times Internet limited

• India
• Telecommunications
• 1 - 100 Employee

• Manager - Customer Service

  • Apr 2014 - Oct 2016

  Designing operational strategies to meet the SLAs and departmental Goals. Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matricesMonitoring the overall functioning of process and analyzing area of improvement in existing process and developing standard operating processes to reduce complaints/ escalation and delivering faster resolution to end users.Managing return warehouse, which includes day to day activities of accepting returns from courier and customers. Responsible for proper Quality check of returned goods and sorting them under Scrap, return to vendor or forward to fulfillment center bins. Co-ordination with logistics partner for shipment of returned goods to vendor / fulfillment center. Performing key role in quality control of apparels and home decor products through sample quality check before getting the product live on portal. Co-ordinating with corporate alliance team to meet the expectation of the our white label partner like Airtel , Aviva, Miles and more, times points etc for dispatch & delivery commitments , Reverse pick up and refund.Managing social media and other virtual platforms for consumer’s grievances to resolve customer’s queries and complaints. Responsible for closure of Legal cases with co-ordination of Legal team



Yebhi.com

• India
• Technology, Information and Internet
• 1 - 100 Employee

• Manager - Customer Support

  • Jul 2013 - Mar 2014

  Managing Incomplete orders conversion & Outbound callings teams to add on in sales figure Responsible for effective delivery through our Own logistics as well as other six logistics partners to boost customer experience with us. Handling Revers pick-up & Refunds team to ensure more than 90% of requests are properly co-ordinated during the pick-up to refund of the reverse shipment request with our Reverse logistics partners and our owned fulfillment center.Co-ordination with our in-house and out sourced Technology &development team on the way of Process Automation for efficient & scalable process along with fixing of temporary issues with the Yebhi commercial server (YCS) , Yebhi portal and Order management tool. Working closely with in-house CRM development team to ensure proper flow of communication from end users to concerned department to end users to boost customer experience.Working Closely with Market Place team to ensure sourcing with in the promise SLA as well as keeping follow up with fulfillment center for instant dispatch. Responsible for Reconciliation and billing for out sourced reverse shipment partner. Co-ordinating with corporate alliance team to meet the expectation of the our white label partner like Airtel , IRCTC , Citi , Eassyrewards , India shopee , Videocon etc for dispatch & delivery commitments , Reverse pick up and refund etc as well as seeking opportunity to generate Revenue through Tele- sales / service calls. Working closing with Department head to frame a cost effective Compliance & Auxiliary process keeping Company's cash burn in mind. Co-ordinating with Payment gateways for Charge backs & Retrieval requests, possible transactional threats through online payments(Credit / Debit card / Net banking).

• Deputy Manager

  • Jul 2012 - Jun 2013

• Asst.Manager Customer Support

  • Jul 2011 - Jun 2012

  • Taking care of customer complaints related to Refunds/Warehouse/ Dispatch & Delivery of the products.• Involvement with Marketing Team on Promotions/Gift vouchers which can be offered for acquisition of new customers.• Coordinating with Warehouse & courier agencies to resolve customer queries regarding reverse pick up, Non-Delivery of the orders, wrong/short delivery, and return products from customers.• Troubleshoot and drive resolutions with Inbound/Warehouse/logistics to ensure reliable and operationally effective flow of products; improve processes and reduce discrepancies; ensure customer compliances and scalable communication processes.• Work with various internal teams (e.g. supply chain, fulfillment center, system teams) to help drive tools and process improvements that affect Customer management workflows• Responsible for maintaining conversion percentage and Verification TAT. Agent performance mapping in terms of call quality and productivity to ensure effective utilization of resource and ensure team efficiency to achieve stated goal • Payment Gateways escalations : Responsible for all dispute related to online payments, Authentication of payment against alerted transactions , Maintaining fraud percentage and working on charge backs and retrieval requests.• Organizational Development : Making strategic plans and executions of plans to meet organizational and process goals stated by Management. • Recruitment and training programs:- Forecasting resources requirement and co-ordination with HRs for fulfillment. Arranging training to motivates employees and update their product and process knowledge.



Bigshoebazaar.com/ Yebhi.com

• Team Lead - ecommerce operations

  • Apr 2010 - Jun 2011



Kankai Relationship marketing pvt India

• CCE

  • Apr 2009 - Apr 2010

  Responsible to meet individual daily appointment targets for ICICI prudential. To realize a existing policy holder his requirement of new policies to meet their future requirements.