Paridhi Kedia

CEO

Kolkata, West Bengal, India9 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Achieved 95% customer escalation resolution rate.
Increased seller satisfaction from 45% to 70%.
Trained over 3000 courier partners for UberEATS.

Stackforce AI infers this person is a skilled professional in E-commerce and Food Delivery sectors with strong leadership and operational management capabilities.

Contact

Skills

Core Skills

LeadershipProject ManagementAnalytical SkillsCustomer Service

Other Skills

Data AnalysisQuality ManagementCrisis ManagementMicrosoft WordManagementTeamworkMicrosoft OfficeMicrosoft ExcelQuality AuditingTraining & DevelopmentProblem SolvingEmployee Learning & DevelopmentPresentation Skills

About

Experienced Account Coordinator with a demonstrated history of working in the internet industry. Skilled in Microsoft Word, Quality Management, Management, Teamwork, and Project Management. Strong sales professional with a Bachelor of Commerce - BCom honours focused in Accounting and Finance from Calcutta University, Kolkata.

Experience

9 yrs 8 mos

Total Experience

4 yrs 10 mos

Average Tenure

6 yrs 2 mos

Current Experience

Flipkart

2 roles

Lead

Promoted

Oct 2022 – Present · 3 yrs 8 mos

Handling the customer and seller experience for Maharashtra, Goa, and other regions of East India.
Closed 95% of customer escalations within the defined time frame, improving the resolution rate from 55% in Maharashtra and Goa within 40 days.
Ensuring customer satisfaction and managing seller relationships effectively.
New Sellers are onboarded hassle free on Flipkart platform.
Ensuing Delay in Delivery shipments reach CX on time.~90% Same day.
Handling Myntra Customer Satisfaction & Net Promoter Score (NPS)
Daily Sync up with Central for real time support for ONTIME delivery.
Ongoing Projects to drive operational excellence.
Visited Hubs to streamline the new process which comes-in.
CX- buddy launched in Hubs - New initiative

LeadershipCustomer ServiceProject ManagementData AnalysisQuality Management

Senior Executive - Central

Apr 2020 – Oct 2022 · 2 yrs 6 mos

Adhered to the customer escalations and closed 95% open concerns on a daily basis through HMT
Connecting with sellers through campaign and increased their satisfaction experience from 45% to 70%
DNE (don’t expect) losses where customer get refund due to adherence issue has reduced to 8 lac from 18 lac over all East India
Handled customer escalations for Bihar, Jharkhand, Odisha and Bengal
Coordinated and conducted small group and individual training sessions for new joiners based on organizational learning needs.
Handled Fraudulent activities and transactions in First and last mile.
Presented detailed reports with analysis of gathered data to members of management and all other departments and helped them identify scenarios where modifications could be made in the data for optimal utilisation.
Planned and executed meetings by engaging stakeholders from relevant departments.

LeadershipAnalytical SkillsCustomer ServiceData Analysis

Ubereats : cockburn corridor launch

3 roles

Uber Eats Account Coordinator

Promoted

Jul 2018 – Jan 2020 · 1 yr 6 mos · Kolkata Area, India

> Balanced Marketplace for sustainable growth through forecasting of supply & demand, competitive analysis & resource optimisation
>Created a Dashboard for maintaining Inventory for Eastern hub
>Crisis Management ; Engaged and solved problems of 400+ courier partners for smooth administration
> Arrears ;Maintained cumulative arrears below threshold through payment facilitation and proactive communication, achieved 56% in reduction of arrears over a 7 month period
>Creating and broadcasting messages to new supply drive, churn control
>Identified and taking necessary actions on solving Fraudulent & Quality cases through data analysis
>Helped and suggested solutions for smooth workflow between delivery executives and restaurants
> Prioritized assistance with Female courier partners to assist them on their safety and administration related problems
>Initially trained and on-boarded 3000+ courier partners

LeadershipCrisis ManagementData Analysis

Operations Specialist

Promoted

Jan 2017 – Jun 2018 · 1 yr 5 mos · Kolkata Area, India

>Promoted to Lead Expert ; Mentored and Trained experts of 10 in a team
>Standardized the SOPs for on-boarding, payments, quality, tech processes for Uber India East region and created lucid flow for the experts to follow
>Recorded highest number of solved tickets i.e.,450 in 7 days inclusive of In-person and cross support
>Quality Audit of Inbound calls
>Analysed and improved performance, suggested changes for the team
>Created educational videos, gifs and recorded audio for driver partners thus reducing in defect rate

LeadershipQuality Management