Apr 2020 – Dec 2020 · 8 mos

Oct 2016 – Mar 2020 · 3 yrs 5 mos

• Leading Demo Program for Pan India business

Apr 2014 – Sep 2016 · 2 yrs 5 mos

• Leading the replenishment of the entire FMCG Food division -
• Business worth 220 Cr p.a for Pan India Cash & Carry Stores
• In-stock maintained at 93% YTD
• Item Count - 17,000
• KEY projects worked upon -
• Receiving Efficiency Project , Bulk Order Process , Fixed Delivery Schedule process at receiving ,Palletization , Minimum Order Quantity Rationalization Project
• KEY Role -
•  Leading “FMCG Foods Division” that has 9 categories namely Confectionary, Hot Drinks, Cold Drinks,OTC,Buiscuits and Snacks, Processed and Dry Food having Item count of 17K and generating business of 6000Mn p.a.
•  Handling a team of 3 replenishment manager’s covering 200 vendors–Top Vendor’s including Nestle,HUL,P&G,Coke,Pepsi,Cadbury,Ferrero,Perfetti,GSK,Pepsico,Dabur
•  Ensure effective redressal of stock availability at our 21 stores Pan india .Co-ordination with cross functional teams for day-to-day activities. Dealing with Merchandising,Finance,Operations,Private Label,Supplier Development,Store Teams for business needs
•  Rigourous working on process and improvement in FMCG Foods categories for sustainable planning and execution delivering results on Assortment Rationalization,Exit Strategy,Aged Inventory
•  Working on aligning vendor system challenges to have it mapped as per our reports and processes- worked with ITC COP team and helped in launching New Centralized Order Processing Tool
•  Forecasting and Planning Tool” with vendor’s and merchants for execution and results and Seasonal Profiling
•  End Cap, New Launches, Promotion Planning, Festive Planning ,Demos with stakeholders
•  Was recognized with “SAM’s HAT “ in 2015 that is the most prestigious award of Walmart
•  Member of Organizational Women Committee “Women Resource Council” working for women development and support
•  2 team member’s got promoted to Assistant Manager position in span of 12-18 months
•  Won “TEAM AWARD” in 2015 for Best ever performance in all KPI’s of Instock,Fill Rate and Days On Hand by FMCG Foods Team

Aug 2011 – Mar 2014 · 2 yrs 7 mos

• Leading the replenishment of the entire Beverages & Tobacco division -
• Business worth 120 Cr p.a for Pan India Cash & Carry Stores
• In-stock maintained at 93% YTD
• Item Count - 5500
• Optimize Inventory to reduce optimal inventory management to EDLC the business
• Maintain optimal Instock & Fill Rate to support business growth
• Drive process excellence projects to improve business efficiency
• Assortment Optimization
• Define and implement seasonal planning for Beverages - right assortment mix, increased Forecast accuracy and efficient receiving planning at stores.
• Set up forum for cross functional engagement
• Leverage technology to build capabilities for driving sustainable Business efficiencies
• Set up structured Vendor Meetings
• Drive team engagement.
• Develop Team to handle larger responsibilities.
• Drive and Monitor team on Projects.
• Extend Electronic Data Interchange (EDI) program to 5 new suppliers in 2014
• Initiate ASN e-sharing with 'A' vendors: Minimum 5 vendors in 2014

Jan 2009 – Jul 2011 · 2 yrs 6 mos

• Leading the replenishment for 4 Divisions of General Merchandise & Tobacco division -
• Business worth 80 Cr p.a for Pan India Cash & Carry Stores
• In-stock maintained at 85% YTD
• Item Count - 2100
• Handling GM & Tobacco category with least sales loss and low liquidation
• External & Internal Trainings- Provide advanced Training to Vendor, Store, Merchandiser
• Sun Down Rule & Prioritization on customers concerns
• Store Captaincy with timely report sharing and reverts on concern
• Managing new team Member’s Joining – Follow up with HR and ISD for their joining and new systems set up
• Managing 3p attendance, daily and weekly activities. Helping in framing mail formats to be globally circulated to vendors on timely basis

Nov 2008 – Jan 2009 · 2 mos · New Delhi Area, India

•  Managing Savings, Current and Fixed Deposits Account for walk-in customers.
•  Maintaining Turnaround time for all the customer service requests, complaints and other issues.
•  Ensure effective redressal of customer complaints .Co-ordination with the Call centre, Centralised backend for effective complaint management
•  Co-coordinating with the head office for rectifications of customer service issues and resolution for the same
•  Ensure customer service standards are as per expectations, handling customer concerns, consolidating ,analyzing customer feedback
•  Advising Investments and Insurance products and cross sell of the same to walk-in customers.
•  Adhering to Bank’s policies and procedures and ensuring proper KYC checks
•  Introducing Life Insurance and Mutual Funds products to High Net-worth Individuals.
•  Handling a team for calling customers for cross sell of the products offered.

Nov 2006 – Oct 2008 · 1 yr 11 mos · New Delhi Area, India

• Joined as a Relationship Manager and got promoted to Assistant Manager in 9 Months
• Responsible for open market/existing personal loans acquisition for Delhi via effective channel management and development.
• Key Role -
• Handling Branch Cash which involves collection of due installments and other charges from customers, its updation and hand over of the same to Head Office through Group4 security channel.
•  Branch Customer Service Management- Handling all customer service queries at the branch and coordination with the Head Office for resolutions on the same .Ensuring customer satisfaction within the TAT.
•  Insurance Preposition to all the customers – Making customer understand the need for insurance and sale of the same with adherence to Anti –Tying policy.
•  Home Loans segment handling
•  Maintaining lowest delinquencies through constantly monitoring and improving credit quality of loans sourced by the channel
•  Recruitment and Training of new channel partners for direct sales and micro marketing, which involve motivation of sales team and cost optimization through improved productivity for the branch.
•  Conduct training of the sales members on the new products, process rollout and thereafter conduct refresher modules
•  Vendor Management (to manage external verification agency, maintain TAT of processes, fraud check, MIS generation.)which majorly includes co-ordination with verification agencies and Fraud check units to maximize the quality in maintaing TAT of the reports received.
•  Driving a Call Centre Team which involves database acquisition, planning and execution of various marketing and sales strategies.

Oct 2003 – Oct 2006 · 3 yrs · Gurgaon, India

• Joined as Customer Care Representative and got promoted to SR CCR in 1 yr
• Responsible for Customer queries related to Citifinacial Home Loans Business (U.S)
• Key Role-
• Handling Customer Queries for Citifinancial Mortgage,Inc(US) Home loans customers based in U.S.A
•  Taking process training of new batches detailing them about the product, quality parameters, handling irate customers and the process. Train call centre agents, AV agencies on new products, services and processes
•  Ensure customer service standards are as per expectations, handling customer concerns, consolidating ,analyzing customer feedback
•  Taking supervisory calls of irate customers and resolving issues there and then.
•  Maintaining MIS of the scores achieved by the team on monthly basis.
•  Providing information related to Escrow Accounts (Taxes and Insurance), Payments, Documentation
•  Giving information to customer related to Demographic, Release of Loan, Refinance and Collections.
•  Coordinate with Customer service queue, Sales assist queue, Verification queue and collection queue for customer information.
•  Interacting with Taxes and Insurance department’s representatives in U.S. for resolving queries