Feb 2020 – Jul 2021 · 1 yr 5 mos · Chandigarh, India · On-site

Mar 2016 – Nov 2016 · 8 mos · New Delhi, Delhi, India · On-site

Feb 2015 – Feb 2016 · 1 yr · Chennai Area, India

Oct 2012 – Feb 2015 · 2 yrs 4 mos

• Operations & MIS Management:
• Currently leading a team of competent analysts and managing one of the largest e-Commerce clients in APJ Region
• Maintaining in depth interaction with the clients across various functional areas to comprehend and resolve apprehensions/issues rose relating to project delivery and its functional prowess
• Reviewing & Maintaining live site data & database, providing important assessment and analyzing scope for continuous improvement
• Managing co-ordination between Onsite & Offshore Team, Responsible for Project schedule, resource engagement, project meetings, project monitoring/control and reporting
• Coordinating with upstream and downstream teams via emails/calls/IM to ensure on time and error free service delivery
• Ensuring the meeting of Service Level Agreements (SLAs) for the process as agreed upon with the client
• Establishing Standard Operating Procedure (SOP) and to ensure that the quality standards are met as per the Service Level Agreements (SLA)
• Managing the recruitment and selection process of floor employees
• Spearheading responsibility leading entire service operations to achieve business objectives and ensure performance of the team in servicing for one of the largest PC manufacturer in the world.
• Overseeing and preparation of the Presentations for Weekly, Monthly & Quarterly reviews with the clients along with roadmaps, projections and Root Cause Analysis to mitigate the future risk
• Working on daily, weekly and quarterly quality presentations for client engagements
• Preparing the reports on process metrics and employee performance for the top management

Apr 2010 – Sep 2012 · 2 yrs 5 mos

• Involved in working with various teams for web page development, Pricing analytics, Rebates, Promotions and search optimization
• Interfaced with clients on a regular basis to understand their requirements and identified solutions
• Implemented client requested changes, on their e-Commerce websites using special tools provided by them
• Tracked frequently reported problems, identified root cause and deployed process control and preventive measures to curb them
• Consolidated MIS reports for EOL products / SKUs default, using SQL & MS Excel and submitted the same to clients & higher officials on a regular basis
• Lead to build/maintain Weekly and Quarterly Business Review Decks

Jun 2008 – Mar 2010 · 1 yr 9 mos

• Involved in providing data analytical solutions for one of the largest e-Commerce client across AMER region
• Involved in promo audits to ensure 100% quality
• Maintained Crawler reports, End of Life & Launch reports for the Products
• Identify training requirements of team members & facilitate the same