Assistant Manager
MakemyTrip.com
Total years of experience :11 years, 8 Months
• Responsible for Outstation Cabs and Bus products at MakeMyTrip.
• Creating and delivering post sales tasks and changes with the help of Tech team.
• Own and manage publishing of regular and ad-hoc analysis (Tableau dashboards, PPTs) to stakeholders to answer specific business questions and provide recommendations in an easy-to-digest manner
• Engage with companies/vendors, evaluate new tools/offerings and take business decisions
• Proficient in analyzing and interpreting information from multiple sources to address strategic and tactical issues and develop go-to-market strategies
• Strategize and execute product roadmaps for aforementioned businesses across channels (Desktop, Mobile Web & Apps).
• Execute Modification in Funnel Features and TNCs from time to time to relate to compete market practices.
• Data analysis to identify the growth and pain areas and use them to improve customer experience and satisfaction.
• Follow-up with various in-house teams e.g. payments, technology team, finance, legal team etc. to ensure timely delivery of product and feature.
• To conduct end to end UAT before release so as to identify any issue before delivery the feature to customers.
• Managing Customer Support Team so as to ensure quality service and higher customer satisfaction. Helping them in resolving customer issues.
• Creating or Updating Documents and Specs for support activities with respect to business processes.
• Maintaining and Sharing Weekly performance analysis to Top management.
• To check funnel on regular intervals, flow so as to ensure error free flow.
• Responsible for Vendor Reconciliation and payments.
• Responsible for Outstation Cabs and Bus products at MakeMyTrip.
• Creating and delivering post sales tasks and changes with the help of Tech team.
• Own and manage publishing of regular and ad-hoc analysis (Tableau dashboards, PPTs) to stakeholders to answer specific business questions and provide recommendations in an easy-to-digest manner
• Engage with companies/vendors, evaluate new tools/offerings and take business decisions
• Proficient in analyzing and interpreting information from multiple sources to address strategic and tactical issues and develop go-to-market strategies
• Strategize and execute product roadmaps for aforementioned businesses across channels (Desktop, Mobile Web & Apps).
• Execute Modification in Funnel Features and TNCs from time to time to relate to compete market practices.
• Data analysis to identify the growth and pain areas and use them to improve customer experience and satisfaction.
• Follow-up with various in-house teams e.g. payments, technology team, finance, legal team etc. to ensure timely delivery of product and feature.
• To conduct end to end UAT before release so as to identify any issue before delivery the feature to customers.
• Managing Customer Support Team so as to ensure quality service and higher customer satisfaction. Helping them in resolving customer issues.
• Creating or Updating Documents and Specs for support activities with respect to business processes.
• Maintaining and Sharing Weekly performance analysis to Top management.
• To check funnel on regular intervals, flow so as to ensure error free flow.
• Responsible for Vendor Reconciliation and payments.
• Vendor Management and Monitoring- Order Management/Fulfillment operations.
• Ensuring continuous flow of information to sellers and engaging with them to build up stronger relationships.
• Coordinating with the logistics team for disputed cases.
• Coordinating with Account, CRM, CS team for any issues related to orders (Refund, Payment confirmation, Fake orders).
• To ensure the trackers are updated on daily/Weekly/Monthly basis.
• Resolving Disputed Dispatch cases.
• Manage cases of Customer dissatisfaction and provide timely solution.
• Resolving issues like payment, pending pickups, order processing with sellers.
• Prepare the summary reports on daily basis for national sellers.
• MIS Management and Mail Merge to sellers asking for clarification disputed raised by customer
• Logistics Coordination.
• Supply Chain Management.
• Managed proper storage, packing, and inspection for damaged material.
• Key person responsible for of All India R & D Center of product liability cases of Samsung India
• Responsible for all the replacements of the faulty products under Product Liability cases across nation.
• Responsible for Scrap management of damaged products,
• Coordinating with Account, CRM, CS team for any complaint/issues related to customer dissatisfaction (Refund,
• Payment confirmation).
• Prepared strategies to streamline the process and discuss it with seniors.
• Analyze, review, update, edit, clean data and ensure accuracy of raw data.
• Coordination with Korean QA’s regarding cause of issue in the product and take their report on the issue.
• Prepare the summary reports on daily basis, weekly basis and monthly basis.