Nov 2021 – Sep 2023 · 1 yr 10 mos · Gurugram, Haryana, India · On-site

Dec 2018 – Sep 2023 · 4 yrs 9 mos

Apr 2018 – Sep 2023 · 5 yrs 5 mos · Gurgaon

• Manager- Customer Exeperince

Jan 2017 – Dec 2018 · 1 yr 11 mos · Gurgaon, India

• 1. Looking after overall SCM process.
• 2. Product category & Vendor identification.
• 3. Process implementation and adherence.
• 4. Reporting, reconciliation & analysis.
• 5. Process automation.
• 6. Created strategies to improve the customer experience & that resulted into 15 % downfall in return & that also increased the gross sales.

Aug 2016 – Jan 2017 · 5 mos · Gurgaon, India

• Responsible for smooth functioning of return process -
• 1. Ensuring the adherence of Return process TAT.
• 2. DSP allocation.
• 3. Complaint management.
• 4. Optimizing existing process by identifying grey areas and implementing process enhancement strategies.
• 5. Reporting and analysis.
• 6. Reconciliation.
• 7. Implementation and enhancement of return product quality check process.
• 8. Process automation
• Responsible for end to end exchange process -
• 1. Product category identification.
• 2. Vendory identification.
• 3. Process implementation and adherence.
• 4. Reporting and analysis.
• 5. Reconcillation.
• 6. Process automation.
• Responsible for end to end refund process -
• 1. Responsible for smooth coordination between Brand, Banks and various Payment Gateway providers.
• 2. Monthly analysis of reconciliation by analyzing COD/PG/Risk/complaints data..
• 3. Optimizing existing process by identifying grey areas and implementing process enhancement strategies.
• 4. Reporting and analysis.
• 5. Process automation.

Mar 2012 – Aug 2015 · 3 yrs 5 mos · Gurgaon, India

• Co-ordination with Payment Gateways & Chief Grievance Officers of various banks to provide proper resolution to the customer’s concern related to prepaid refunds.
• Monthly analysis of customer’s refund, loss incurred by company, COD & Prepaid analysis,
• Payment Gateway Analysis, Risk Analysis, complaints & escalations analysis.
• Coordinating with different departments to offer resolution for escalated cases.
• Inter & Intra Team coordination for implementation of new updates & to give end resolution to the customer’s concern.
• Coordinating with Forward/Return risk Team, identifying & blocking fraudulent customers to avoid financial loss to the company.
• Daily Work allocation to the Team.
• Time to time reconciliation of work done by team members.
• Initiate/follow through process automation wherever possible.
• Escalate repetitive errors/issues to the respective SPOC's of internal as well as external departments.
• Management of 40 personnel working in the process.

Feb 2011 – Mar 2012 · 1 yr 1 mo · New Delhi Area, India

• Processing inward and outward clearing.
• Pre-audit documentation of all Account Opening Form.
• Processing of account opening (FD’s, Rd’s, Saving Account, Current Account, Salary Account) form.
• Handling Debit Card & Cheque Book request.
• Handling of customer/branch, queries regarding Debit card & cheque book, Internet Banking & mobile banking.
• Signature Scanning of all North Branches.

Jan 2009 – Jan 2011 · 2 yrs · Ramnagar Area, India

• Worked on Tally ERP 7.2.
• Handling account of Vendors.
• Analyzing the costing of Production.
• Handling salary part of employees.
• Preparing Vat tax report for filling quarterly return.
• Conducting the MIS of all vendors.