Jan 2024 – Oct 2024 · 9 mos · Mumbai, Maharashtra, India · On-site

• 1 Reduced return-related losses by 20% through proactive customer follow-ups and data-driven insights shared with manufacturing and technical teams across the US, UK, Europe, and Australia.
• 2 Managed the database of high-returnable products, identifying and addressing areas causing financial losses.
• 3 Optimized operational efficiency by 15% to 20% through data-driven analysis of Charge-backs, negative feedback, and Claim reports.
• 4 Led a team responsible for tracking orders shipped from US warehouses and, on a timely basis, filling claims with Logistics partners for issues like transit delays, incorrect or damaged products, and filing claims to recover losses.
• 5 Proactively monitored US warehouse inventory levels, identifying and communicating instances of low-stock items to product team and manufacturers, ensuring timely replenishment
• 6 Streamlined operational efficiencies to consistently meet SLA commitments, maintaining high levels of customer service.
• 7 Ensured optimal productivity by reducing process gaps.

Jun 2023 – Jan 2024 · 7 mos · Mumbai, Maharashtra, India · On-site

• 1 Effectively oversaw communication and projects initiated from the CEO's office.
• 2 Optimized operational efficiency through cross-functional collaboration and process improvement initiatives.
• 3 Successfully identified and implemented new marketplace strategies to liquidate around $5000 of excess inventory from US warehouses, optimizing inventory turnover.
• 4 Proactively reviewed weekly fraudulent cases, identifying and escalating high-priority instances to marketplaces, reducing potential financial losses.

Aug 2016 – Jun 2022 · 5 yrs 10 mos · Mumbai, Maharashtra, India · On-site

• 1 Led a team of 50 plus, which includes Team Manager, Team Leaders, and associates for marketplaces such as Amazon, Walmart, E-bay, Houzz, Facebook, and Newegg in the US market.
• 2 Implemented strategies to minimize losses on returns by proactively following up with customers, marketplaces, and vendors for returns and refunds.
• 3 Managed the Product, identifying and addressing high returnable products causing financial losses.
• 4 Led a team overseeing order processing and shipment tracking from US warehouses and vendors to customers on platforms like Amazon, Sears, Walmart, and eBay, ensuring timely deliveries and high customer satisfaction.
• 5 Filed disputes with logistics partners for issues such as misplaced packages, incorrect deliveries, and stagnant tracking updates beyond seven days, ensuring resolution and accountability.
• 6 Improved productivity by identifying and addressing process gaps, forecasting resource needs, and overseeing recruitment and training.
• 7 Conducted the daily, weekly, and monthly reports of incoming and outgoing packages from our US warehouse.
• 8 Analyzed daily, weekly, and monthly reports on incoming inventory, storage, and outgoing shipments from the US warehouse to ensure efficient operations and inventory accuracy.
• Achievements
• Recovered $70,000 plus in 2021 year from Walmart USA.
• Designed effective strategies that reduced losses on returns by more than 60% through partnerships with liquidators & relisting returns on other marketplaces.
• Recovered $41,400 plus in 2020 from Walmart USA, where they processed refunds to customers who were not eligible for them or didn’t return the products.
• Implemented process automation for order cancellation notification to customers which saved approx. 3 hours per day.
• Received Key Contributor award in Nov’19.

Mar 2014 – Aug 2016 · 2 yrs 5 mos · Mumbai, Maharashtra, India · On-site

• 1 Led a team of 15 sales professionals, handling sales inquiries relating to new, pre-owned cars and insurance renewal.
• 2 Enhanced the connect-to-customer timing for inquiries received via Just Dial, Car Dekho, and other car portals.
• 3 Compiled, analyzed, and shared daily reports with management providing key insights.
• 4 Addressed various issues, complaints, and grievances raised by clients and resolved them as soon as possible.
• 5 Resolved client issues and complaints promptly to ensure customer satisfaction.

Nov 2011 – Dec 2013 · 2 yrs 1 mo · Mumbai, Maharashtra, India · On-site

• 1 Managed the entire gamut of operational activities right from the login stage to policy issuance including complete documentation, verification, and final issuance of the policy.
• 2 Carried out the responsibility of handling Claim Payments and Authorization (Maturities and Surrenders).
• 3 Established credibility in creating relationships with major clients and customers coupled with proven capability in managing customer-centric banking operations while adhering to KYC guidelines and ensuring customer satisfaction by achieving delivery and service quality norms.
• 4 Carried out the responsibility of handling Claim Payments and Authorization (Maturities and Surrenders).
• 5 Coordinated with multiple departments and managed operations across 5 assigned ICICI Bank branches to ensure timely policy issuance and efficient claim disbursement within the designated Turnaround Time (TAT).

Jul 2007 – May 2009 · 1 yr 10 mos · Navi Mumbai, Maharashtra, India · On-site

• Level 2 in UHG Claims (Mediclaim Insurance Process).
• Executed back-end tasks in the processing and verification of US-based health insurance claims, ensuring compliance and accuracy in a high-volume environment.

Jul 2005 – Jul 2007 · 2 yrs · Navi Mumbai, Maharashtra, India · On-site

• 1 Handled inbound calls and customer service inquiries, providing solutions for issues related to Reliance handsets, talk time balance, network coverage, and roaming while adhering to all compliance standards.
• 2 Modification of customers' addresses and contact details in the database.