Sep 2023 – Sep 2024 · 1 yr · Ahmedabad, Gujarat, India · On-site

Jun 2022 – Sep 2023 · 1 yr 3 mos · NCR

• Building CS @ Moglix , an Asia-based B2B commerce company intensively inclined towards B2B procurement of industrial supplies MRO, Safety, Electrical & Lighting, Cleaning & Laundry Supplies, Office Supplies, Tools and many more industry essentials. our clients know we do not just deliver products; we deliver a satisfying experience, a cultural belief that is demonstrated every day, through exceptional customer service, product selection and paramount industry knowledge.

Apr 2021 – Jun 2022 · 1 yr 2 mos

Apr 2013 – Apr 2021 · 8 yrs

•  Planning and implementation
•  Monitoring day-to-day functions of the team
•  Analyzing key lanes performance of first & last mile operation
•  Emphasizing to enhance the customer satisfaction & employees
•  Monitoring return percentage, volume & root cause of fluctuation
•  Coordinating directly with Senior Management
•  Designing SOP, mapping and freezing requirements and providing best solutions to the business partners
•  Meeting with prospective clients to enhance customer base
•  Team meeting for short-term goals & their performance analysis
•  Tapping areas of concern and ensuring implementation
•  Handling Reverse logistics processes for E-Commerce.
•  Linehaul, first & last mile TAT (Turnaround Time) evaluation
•  Proactive input in commercial decisions
•  Analyzing results of operations to discover more efficient ways to utilize resources
•  Sharing inputs over network expansion considering competitor presence & their strategy
•  Creating and sustaining a dynamic and a congenial environment that fosters development opportunities and motivates high performance among team

Jun 2008 – Apr 2013 · 4 yrs 10 mos · Gurgaon, India

•  Leading the team of Key Account, responsible for high quality services to international & domestic customers
•  Ensuring high quality services, resulting in customer delight and optimum resource utilization for maximum service quality
•  Rate quotation for occasional imports in India
•  Successfully completed different project works
•  Independent handling of all major escalations of the clients related to service failure like late connection, late delivery, late RTO (Returned to origin), wrong RTO, wrong website update etc.
•  Daily, weekly and monthly analysis of different MIS and performance reports, immediate escalation of any downfall in service from any of the region for immediate plug-in the loophole.
•  Creating new MIS & Strike report for better clarity in the performance.
•  Keeping all major clients informed for any important and useful information.
•  Handling Reverse logistics processes for E-Commerce.
•  Meeting with prospective clients to enhance customer base
•  Independent decision over COF assignment
•  Trend analysis of errors, defects as well as customer feedback matrix.
•  Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems to achieve planned targets.
•  Managing logistics operations, involving and coordinating with various & other external agencies

Aug 2006 – Jun 2008 · 1 yr 10 mos · New Delhi Area, India

• Ensuring high quality services, resulting in customer delight and optimum resource utilization for maximum service quality.
• Independent handling of all major escalations of the clients related to service failure like late connection, late delivery, late RTO (Returned to origin), wrong RTO, wrong website update etc.
• Daily, weekly and monthly analysis of different MIS and performance reports, immediate escalation of any downfall in service from any of the regional office for immediate plug-in the loophole for further improvement.
• Ensuring high quality of service to the clients, creating new MIS & Strike report for better clarity in the performance.
• Keeping all major clients informed for any important and useful information.
• . Expertise in handling of different project works