بريا Chawla

- Managing Customer Escalations Team of 70 across UAE & KSA and Day to day operations with outbound calling team.
- Improved Within TAT Complaints resolution by 2% by controlling breaches & continuous monitoring on queue.
- Driving improvements in Customer Satisfaction & Quality.
- Meeting stakeholders to deliver high quality operational performance
- Ensuring timely coaching, training, feedback sessions for the Team across UAE & KSA.

Currently, Leading Ecommerce Order Fulfillment in Al Futtaim.
Responsible for On boarding Carriers, System Testings, Training, SOP & Documentation. Measuring Performance of Last Mile Delivery Partners, managing exceptions as & when required.

Driving excellence & optimizing deliveries for Online customers. Analyzing company data, financials & providing business insights.

Providing cost effective & customer centric solutions. Managing Brand forecasts & actuals.

Generating Reports using SAP & Tableau & driving the actions required with respective stakeholders.

Training Warehouse, Customer service on any new processes / system integrations. Visiting site during peak sales, to ensure seamless flow of processes.

Working with 3PL service providers & managing KPI & SLA, exceptions as & when required.

Recently, was responsible for launching the Ace Drive Thru project for Brand. Measuring the performance of Zebra Pick pack devices & ensuring the optimization of picking for Store Teams.

Achievements in Company: Rewarded 2
Bonuses, Employee of the Month 2016, Exceptional efforts Reward 2017

• Schedule Marketing Promotions of SharafDG Site and other affiliates.
• Marketing Online through SEO and providing right data to the end users.
• Manage site products, inventory and prices.
• Managing Affiliates listing, orders, prices, inventory and sales.
• Maintaining MIS and Sales Report for the same.
• Web Development and Maintenance

Web Maintenance and On Site Development, Processing Customer Enquiries, Online Marketing for Tenaui Company and Products, Designing Weekly Newsletters and sending to Customers, SEO, Product Uploads on Sites and other e-commerce Platforms