Apr 2020 – Jun 2022 · 2 yrs 2 mos · India · On-site

• Owned end-to-end e-commerce execution, from category growth to fulfillment speed, aligning operations with business acceleration.
• Launched 3 new brands through market gap analysis, expanding reach across untapped and high-demand categories
• Drove 47% CAGR via operational enhancements, strategic product rollouts, and data-led business planning
• Reduced delivery time by 55% using Myntra SJIT & Amazon FBA, boosting sales velocity and fulfillment efficiency
• Cut return rates by up to 12% through root cause mapping and cross-functional corrective process design
• Developed SOPs using Six Sigma, reducing leakages and increasing agility in production and e-commerce workflows
• Brand Launch Strategy, Delivery Optimization, Returns Reduction, Six Sigma, Category Management, E-Commerce Analytics

Apr 2019 – Jun 2020 · 1 yr 2 mos · India · On-site

• Drove digital expansion and global sales across Amazon marketplaces by integrating pricing intelligence, catalog automation, and analytics.
• Grew brand market share by 20% (45% in Sherwanis) via data-driven pricing and seasonal strategy optimization
• Built Amazon presence across US, UK, EU with curated collections, achieving 55% success rate in product launches
• Improved conversion rates by 15% using elasticity modeling while maintaining 30%+ gross margin consistency
• Increased repeat sales by 21% through re-targeting, upselling, and cross-selling backed by customer data insights
• Automated 5,000+ SKUs across platforms, cutting manual workload by 30% and enhancing catalog accuracy
• Global Marketplace Launch, Pricing Strategy, Catalog Automation, Conversion Optimization, Customer Retention, Inventory Health

Jan 2018 – Apr 2019 · 1 yr 3 mos · India · On-site

• Led and managed a team of 30+ agents, overseeing day-to-day operations, ensuring high performance, and meeting service level agreements (SLAs).
• Monitored and analyzed key performance metrics (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS) to ensure team objectives were met.
• Coached and mentored agents through regular one-on-one sessions, providing feedback, improving customer service skills, and identifying opportunities for professional development.
• Handled escalated customer issues, ensuring swift resolution and maintaining high levels of customer satisfaction, with a focus on maintaining brand reputation and customer retention.
• Managed performance reviews and development plans, ensuring consistent team growth and the achievement of both individual and team goals.
• Led team meetings and training sessions, focusing on product knowledge, soft skills, and process improvement initiatives to enhance team performance.
• Developed and implemented strategies to optimize workflows and reduce operational costs, resulting in a 20% improvement in team efficiency.
• Supervised both inbound and outbound processes, ensuring the team handled calls, inquiries, sales, and service requests in line with company objectives.
• Collaborated with other departments, such as Sales and Quality Assurance, to ensure alignment in service standards and continuous improvement of customer interactions.
• Produced performance reports for senior management, highlighting trends, achievements, and areas for improvement.
• Led inbound and outbound campaigns, ensuring successful customer engagement, lead generation, and follow-up strategies that contributed to 20% sales growth.
• Managed team schedules and attendance, ensuring appropriate coverage during peak hours and optimizing resource allocation.