Riya Guchhait

Operations Associate

Bengaluru, Karnataka, India9 yrs 5 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

8 years of experience in E-commerce operations.
Expert in fraud reduction and trust & safety operations.
Proven track record in enhancing customer experience metrics.

Stackforce AI infers this person is a seasoned E-commerce operations expert with a focus on fraud management and customer experience.

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Skills

Other Skills

ManagementDocument ReviewVendor ManagementOperations ManagementOperationsE-CommerceLeadershipTeamworkPerformance ReviewsTeam PerformanceCustomer ExperienceCustomer Service ManagementProblem SolvingDecision-MakingKey Performance Indicators

About

8 years experience in Ecommerce Team handling In-house team as well as outsourced partners Payments team operations Operations manager Trust and safety operations Fraud handled and reduction Seller onboarding operations Payout automation

Experience

9 yrs 5 mos

Total Experience

4 yrs 8 mos

Average Tenure

6 yrs 5 mos

Current Experience

Meesho

4 roles

Building WAAS

Promoted

May 2024 – Present · 1 yr 11 mos

Building Meesho warehouse system

Caregiving

Apr 2023 – May 2024 · 1 yr 1 mo

Assistant Manager- Operations -Trust and Safety

Apr 2021 – May 2023 · 2 yrs 1 mo

Trust & Safety Operations:
● Reducing the returns by deploying the non-returnable policy on selected catalogs.
● Identifying the Meesho Fraudsters through Google, True Caller & Logistics and process with blocking mechanism
● Block all leakages (customers & suppliers) through the logistics
● Reduce all Fraud istances like lottery fraud, job fraud, anydesk fraud cases
Planning-Strategy and Operation:
● Handling the Return unbundling (Basic Return Price) End to End process with strategy and operations
● Supplier Direct Dispatch process (CX payout), reducing fraud
● Build a complete return damage SOP and adherence.

Operations Team Lead

Oct 2018 – Mar 2021 · 2 yrs 5 mos

● Enabled the FAQ’s to the suppliers & Customers
● Enabling the support section in the supplier panel
● Restructuring the payment visibility structure to the suppliers
● Automated certain Ticketing tools like Zendesk to Freshdesk
● Increased the CX & SX NPS under the payment cohort from negative to positive
● Automated the reporting section of GST reports and helped to reduce the 10K
tickets every month
● Reduced the TDS reimbursement SLA from 14 days to 3 working days
● Automated the prepaid reimbursement to the customers and helped to reduce
the i/o by 30%
● Able to reduce the manual supplier reimbursement from 2Cr per month to 60
lakhs per month
● Increased the SSAT & CSAT from 60% to 85%
● Reduced the CPC & CPO by a couple of initiatives
● Created a first impression process of newly onboarded suppliers
● All SX, CX Manual payout and Failed Payment re-process

Flipkart

2 roles

Subject Matter Expert: Flipkart Process

Promoted

May 2017 – Sep 2018 · 1 yr 4 mos · Bengaluru, Karnataka, India · On-site

● Handling seller escalations w.r.t the below Points
● Seller Protection fund against return Orders
● Weight-related issues (Logistics Charges discrepancy)
● FA, Non-Tech, Tech issues, Orders/ Returns, Warehouse, and Seller Metrices
Validating end-to-end process of sellers. Extra activities
●Sound knowledge of warehouse management in scheduling and payments. Handling Flipkart’s warehouse management for vendors. Doing slots for category (Large) at warehouses level

Senior Operations Executive

Aug 2015 – Apr 2017 · 1 yr 8 mos · Bengaluru, Karnataka, India · On-site

● Handling the supplier TDS Reimbursement Process. (Validating the documents
and getting the right reimbursement done to the suppliers within the dedicated SLA)
● Forward & Reverse Payment related concerns
● Monthly Commission invoice, TDS