Sr. Executive
HIGH STREET ESSENTIALS
Total years of experience :14 years, 5 Months
Responsible for entire logistic operations for customer support.
•Responsible for all Social Media & CEO Escalation’s.
•Sharing pendency report on the daily basis with all logistics partner & management.
•Analyzing the performance of all On boarded logistics partner’s & sharing the report to the management for making decisions.
•Responsible for timely refund to all RTO & Reverse Delivered shipment.
•Ensure to educate logistics partner to follow SOP of order/logistic management which helps to provide better business relationship between organization & our business partner i.e Logistics partner.
•Coordinating between inter-departments for smooth deliveries/ returns/refunds.
•Monitoring and investigating all orders to minimize fraud.
•Review meeting is being conducted on monthly basis.
•Responsible for giving overall good customer experience to all our valuable customer by providing smoother delivery & hassle-free returns.
Handling Logistics.
Accountable for handling Logistics for return process and act as a control team to maintain
SLA/SOPs accuracy.
•Managing Team to maintain customer experience with effective pickups and refund process.
•Efficaciously working towards ensuring that the: -
•Smooth process of API Manifest and all return flow are accurately completed on daily basis.
•Team operates effectively & efficiently through appropriate task allocation & the process meets the service SLA day on day.
•MIS Analysis of all on boarded Logistics.
•Smooth co-ordination between inter department to fulfil process requirements.
•After customer issue resolving vendor gets their product with in defined SLA.
•Technical analysis to minimize fraud possibilities from customer and vendor side.
Sr. Customer Experience Executive \{Snap Deal (
Handled Social Media & CEO Escalation's.
Responsible for resolving customer’s query through email.
•Responsible for achieving individual as well as department’s target.
•Taking help of other departments to resolve customer’s complaint.
•Maintaining quality of the email response within the team.
•Interacting with the customer and taking end to end ownership of the issues.
•Responsible for complying with the security policies of the process and company
To help customer in placing an order (if required).
•Getting in touch with customer as well as concerned department.
•Generate report for daily performance of the work assigned & releasing of reports to senior level management.
•Responsible for target achievement for the concerned department.
Shop Floor Activator \{(Sony India Pvt. Ltd.)
Inventory Management.
•Stocks ordering as per the requirements/making stock requisition for the concerned department.
•Generate report for daily performance of Sony Vaio and releasing of reports to Corporate Office.
•Taking care of customer’s need.