Experience

Again Drinks

• India
• Food & Beverages
• 1 - 100 Employee

• Assistant Manager - Planning and Coordination

  • Aug 2021 - Present



bigbasket.com

• India
• Internet Publishing
• 700 & Above Employee

• Customer Satisfaction Manager

  • Dec 2013 - Apr 2015



Indiaplaza.com [Mercado Online Pvt. Ltd]

• Senior Executive Marketing

  • Apr 2011 - Dec 2013

  Responsible for identifying, analyzing & resolving the customer feedback & complaints posted on the social websites [Facebook, Twitter, Mouthshut, Consumer forum, etc].Co-ordinate with different departments for escalations and resolutions related to social media complaints.Post online promotions approved by Category Heads on social media websites.Promote product web-links across different social media platforms.Organize online promotional contests and evaluate the contest winners.Responsible for resolving the customer complaint mails sent to CEO on priority.Analyze & resolve the tickets raised by customer with respect to issues with Gift Vouchers, Reward Points, Indiaplaza Prepaid Account balance. Show less

• Senior Executive Logistics

  • Jun 2007 - Mar 2011

  Order Fulfillment - Responsible for efficiently and effectively fulfilling orders within timeframe for different stores & categories.Vendor Management - Establish positive relationships & co-ordinate with vendors / distributors to ensure that the correct items are being sent to the customer. Obtain and update the inventory stock reports regularly. Co-ordinate with vendors in case of drop shipments and follow-up for delivery information. Assign / allocate the orders from primary vendors to secondary sources in case the required ordered items are not available with the pre-approved vendors [Logistics Partner change / Lp change].Shipment Co-Ordination - Follow-up with Couriers for Pickup requests for different locations & regularly co-ordinate movement of high priority shipments to ensure timely delivery.Return Consignment Handling - Arrange reverse pickups within the timeframe. Verify Return Shipments, & Replace, Reship or Refund them.Daily Escalation Report Analysis & Fulfillment - Closely work with Customer Care Team to resolve customer ticket queries, requests and complaint escalations.Vendors Performance Reviews - Evaluate vendors on their competitiveness and fulfillment rate along with cancellation and RTO shipment rate from time to time.Vendor Awareness & Education - Co-Ordinate new vendor signup process with the Merchandizers. Perform vendor awareness and education on tools of logistics and order management. Further, aware vendor on packaging and use of eco-friendly materials.Co-ordinate with Corporate Clients [HDFC, IDBI, Kotak, SCB, Tata Sky etc.] & place the corporate orders on their behalf and track their status.Generate & mail the invoices weekly to the Corporate Clients for the fulfilled orders.Analyze & resolve the tickets raised by customer with respect to issues with Gift Vouchers, Reward Points, Indiaplaza Prepaid Account balance. Show less



Customer first services

• Bangalore

• Team Leader

  • Sep 2003 - Jun 2007

  Leading a team of capable agents to handle customer queries for Airtel Prepaid Customer Service Process and TTK Healthcare Services Process. Responsible for resolving the customer escalations and authorize actions for resolutions to accomplish the goal of providing exceptional customer experience. Monitor and assess the calls for the quality & accuracy [Customer-handling abilities and resolutions]. Maintain the database of evaluated calls to regularly assess the agent performance. Strived to achieve higher productivity rates along with quality. Evaluate and incorporate the process improvement areas. Analyze the Key Performance Indicator [KPI’s] for the agents. Interacted with the clients regularly and informed them about the present customer feedbacks and call volumes. Later, briefed the team daily with reference to new product updates. Maintain daily call reports, attendance reports, roster reports, call volume forecasting reports, quality audit reports etc. Provide feedbacks to Operation Manager during weekly review meetings with respect to attrition, call volumes, quality percentages. Assist the recruitment process of employees for TTK Healthcare Services Process. Regularly train new batches for customer care. Show less