Bharathi A

Operations Associate

Bengaluru, Karnataka, India6 yrs 10 mos experience

Key Highlights

Over 8 years of experience in customer service and operations.
Proven track record in managing key accounts and client relationships.
Expert in team leadership and operational efficiency.

Stackforce AI infers this person is a Logistics and Operations Management professional with strong customer service expertise.

Contact

Skills

Core Skills

Customer ServiceOperations ManagementCorporate Branding

Other Skills

Customer satisfactionCustomer retentionKey Accounts ManagementClient managementPayment handlingOrder ManagementBrandingFraud InvestigationCross-functional collaborationTeam LeadershipProject ManagementData analysisCreative coordinationQuality evaluationTeam management

About

Results Oriented Professional 8+ Years experience and proven knowledge of Customer satisfaction, Customer retention, and Key Accounts Management. Aiming to leverage my skills to successfully career.

Experience

6 yrs 10 mos

Total Experience

Average Tenure

Current Experience

Uni cards

Senior Care Specialist

Sep 2023 – Present · 2 yrs 9 mos · Bengaluru, Karnataka, India · On-site

Customer satisfactionCustomer retentionKey Accounts ManagementCustomer ServiceOperations Management

Lalamove

Senior Operations Associate

Sep 2019 – Jan 2021 · 1 yr 4 mos · Bengaluru, Karnataka, India · On-site

Key Accounts- Client management, Payment handling, MIS for bigger clients like Amazon, Flipkart, Namdhari, Licious, Grofers, Cake Zone, Udaan, Dmart, Big Basket, Unibic, Pepsico, etc..
Ensure timely payment processing to the driver-partners to ensure smooth operation processes.
Build a strong process set up to ensure there is no bridge between client-driver operations.
Order Management- Leading a team of 15 Agents who is responsible for Order Fulfillment of both 2wheeler and Big trucks. KRI- 90% Fulfilment
Branding- Ensuring max trucks in Lalamove are branded with Lalamove Banner to increase brand visibility in the city. KRI- Paint Bangalore in Orange(With Lalamove branding), Production and Installation process with the minimum cost and Leading 10 executives for the branding process
Branding Retention- To ensure all the trucks branded with Lalamove branding are retained for more and more months by incentivizing the drivers with 6 executives.
Designing Fare and Incentive structure- Based on market price and competitor price changing the prices for the On-demand category.
Fraud Investigation- Working with the central and BI team to ensure all the orders in platform is fraud-free.
And Cross-functional with the Product team, demand team to ensure smooth operations in the city.

Client managementPayment handlingOrder ManagementBrandingFraud InvestigationCross-functional collaboration+2

Flipkart

Senior Operations Executive

Apr 2019 – Sep 2019 · 5 mos · Bengaluru Urban, Karnataka, India

Analyzing creative data for dogfooding (Hygiene Check) for the home page to ensure the
home page visibility as per allocation.
Allocation of electronic data to the team, To ensure the profitable electronic category in
homepage of Flipkart app.
Cross function with the creative team to ensure home page creatives.
Coordinating with the central team during Salar and Events to provide wireframe, theme
pages, creatives, etc.

Data analysisCross-functional collaborationCreative coordinationOperations Management

Uber

Operations Executive

Nov 2016 – Mar 2019 · 2 yrs 4 mos · Bengaluru, Karnataka, India

Evaluate the Operation process for compliance with quality requirements.
Identify processes, situations (Acceptance rate, ratings, Completion rate, cancellation rate)
where the organization is meeting the requirements.
Handling a team of 6 agents who deals with the Quality and Safety process.
Handling IRT cases of Bangalore to ensure the safety of our riders.
Worked on Incentives categories and collating the feedback of drivers on their DoD earnings.
Based on the feedback of drivers, Designing and Modifying the incentives to make drivers
and Organization more profitable.
Responsible of managing the large inflow of driver walk-ins
Resolve the driver quires based on the SOP and ensuring the best CSAT possible.
Training and motivating the drivers to ensure Quality and Safety in the Uber System.