Summary
Overview
Work History
Education
Skills
Certification
Timeline
Reading,Travelling,Research
Awards
Generic
Surabhi N

Surabhi N

Assistant Manager | Customer Experience Process Design
BANGALORE

Summary

Experienced Customer Service professional with a strong track record of optimizing administrative and operational processes and a demonstrated ability to manage multiple projects while meeting deadlines. With over 10 years of dedicated experience in service delivery and exceptional multitasking skills, I am a collaborative leader committed to fostering an engaged and empowering work culture. My expertise lies in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced environments, making me a valuable asset in delivering exceptional customer experiences.

Overview

9
9
years of professional experience
3
3
Certificates
4
4
Languages

Work History

Assistant Manager - CX Process Design

Flipkart
BANGALORE
10.2020 - Current
  • Collaborated cross-functionally to define business requirements, ensuring adherence to accuracy and productivity standards for organizational processes
  • Maintained up-to-date knowledge of industry techniques, methods and equipment, driving competitive advantage that contributed to significant business growth
  • Led training and change management initiatives resulting in 15% improvement in operations
  • Identified and resolved process issues to optimize workflow and drive business growth
  • Partnered with diverse teams to conduct comprehensive process discovery and due diligence
  • Determined and recommended strategies for implementing improvement opportunities
  • Oversaw processes, successfully eliminating more than 10 defect points and bottlenecks in business operations
  • Implemented continuous improvement metrics to streamline workflows
  • Developed standardized operating procedures and documented workflows for current and future processes
  • Conducted in-depth process analysis, identifying areas for improvement to enhance productivity and reduce costs.

Lead - CX Process Design

Flipkart
BANGALORE
07.2018 - 09.2020
  • Successfully implemented service recovery process to address delivery delays caused by supply chain issues, resulting in noteworthy 6% improvement in customer satisfaction levels
  • Spearheaded development of efficient organizational systems, leading to 3% reduction in RTO (Return to Origin) shipments
  • Proactively monitored tool utilization, performed troubleshooting, and meticulously documented day-to-day processes, ensuring operational continuity
  • Identified and rectified inefficiencies in existing processes, streamlining operations and boosting productivity by 2%.

Lead - RCA & CAPA

Flipkart
BANGALORE
07.2016 - 06.2018
  • Conducted thorough issue identification and analysis, resulting in reduction of return rates and improved customer satisfaction on e-commerce platform
  • Collaborated closely with cross-functional teams to successfully implement fixes for identified issues, ensuring seamless customer experiences
  • Pioneered development of best practices and innovative solutions to elevate customer satisfaction rates
  • Achieved 10% reduction in repeat return rates by implementing Self-serve FAQ and troubleshooting system
  • Spearheaded initiatives to address high numbers return from specific area, introducing OTP verification and Open Box delivery options, resulting in remarkable 46% reduction in returns
  • Demonstrated exceptional project management skills by effectively overseeing multiple projects concurrently, maintaining high-quality standards, and meeting all deadlines through efficient prioritization and meticulous attention to detail.

Senior Specialist

Flipkart
09.2014 - 06.2016
  • Proficiently managed and provided technical support for team inquiries related to device issues
  • Effectively resolved warranty-related complaints raised by customers on eCommerce platforms through coordination with various brands
  • Demonstrated expertise in troubleshooting and resolving customer complaints pertaining to defective electronics and mobile devices.

Education

B.E. - TeleCommunications

VTU

Skills

Service Delivery Managementundefined

Certification

Certified Lean Six Sigma Yellow Belt

Timeline

Assistant Manager - CX Process Design

Flipkart
10.2020 - Current

Lead - CX Process Design

Flipkart
07.2018 - 09.2020

Lead - RCA & CAPA

Flipkart
07.2016 - 06.2018

Senior Specialist

Flipkart
09.2014 - 06.2016

B.E. - TeleCommunications

VTU

Reading,Travelling,Research

  • Reading: Immersing myself in the boundless realms of literature is not just a hobby but a portal to countless worlds and perspectives. Books are the compass guiding me through the uncharted territories of imagination and knowledge
  • Travelling:The world is a place to explore. Travelling is my way of collecting stories, learning new cultures, landscapes, and people. Every journey is a lesson, every destination a chapter, and every encounter an opportunity to broaden my horizons.
  • Research:The inquisitive spark that fuels my passion for research transforms every curiosity into an expedition of discovery. Learning new Technologies , skils.


Awards

  • Awarded Flipkart Value Champion for driving rigor within RCA & CAPA Team
  • Awarded Instant Karma award for design thinking & Innovation

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Surabhi NAssistant Manager | Customer Experience Process Design