AIJAZ AHMAD KHAN
New Delhi
Summary
Results-oriented professional in customer relationship management and process improvement. Enhanced seller satisfaction through targeted training and compliance initiatives, significantly boosting Net Promoter Score. Drives operational efficiency and promotes cross-functional collaboration for timely resolutions and regulatory adherence.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Manager Seller Experience - Business Operations & Logistics
SOLV
05.2022 - Current
- Improved customer sentiment by managing monthly and quarterly Net Promoter Score (NPS), analyzing feedback, and conducting root cause analysis to eliminate negative response drivers.
- Influenced strategy by presenting comprehensive NPS trends and actionable recommendations directly to senior leadership.
- Developed customer journey framework and feedback analysis loop to identify continuous improvement opportunities, resulting in updates and standardization of relevant SOPs.
- Managed regulatory complaints to ensure timely resolution within agreed-upon turnaround times, monitoring email queues and handling escalations effectively.
- Implemented preventive measures based on proactive root cause analysis of complaints, resulting in a quantifiable reduction in complaint volume and enhanced process quality.
- Ensured accountability and resolution quality by conducting regular audits and providing direct performance feedback to team members on resolution matrices.
- Standard Chartered Technologies
Lead Seller Support
Shopee
11.2021 - 04.2022
- Managed end-to-end vendor operations for all online brands, covering a high volume of Orders, Order Processing (under SLA), Inventory Scheduling, Customer Returns, and Logistics.
- Enforced strict adherence to SOPs and TAT metrics, specifically managing express shipping (24 hours) and standard shipping (48 hours) windows.
- Resolved critical customer escalations professionally within 24 hours, enhancing overall customer experience.
- Authored and designed new Standard Operating Procedures (SOPs) for vendor processes related to order fulfilment, SLA compliance, and customer escalation management.
- Streamlined operational efficiency by analyzing pending orders, generating MIS reports, and managing overall TAT.
- Collaborated cross-functionally with tech, logistics, and packaging teams to address systemic issues and implement process improvements.
Customer Relationship Management (CRM)
DLF INDIA
05.2019 - 10.2021
- Resolved client queries via call and email for DLF clientele, ensuring high service standards.
- Maintained accurate daily, weekly, and monthly data logs using Know Cross Software, closing open tickets within TAT.
- Implemented customer relationship management (CRM) strategies to enhance client satisfaction and retention.
- Maintained and updated the customer relationship management (CRM) database with new contacts and sales progress.
- Directed the customer relationship management (CRM) strategy, including segmentation, targeting, and personalization tactics.
Senior Analyst, Amazon Seller Operations
Amazon
10.2015 - 04.2019
- Served as subject matter expert, delivering accurate information and support to sellers through live chat, calls, and emails on account and operational issues.
- Facilitated seller education and adoption by gathering service-related feedback from sellers and providing comprehensive training on Amazon Seller Central.
- Maintained quality and compliance by demonstrating clear judgment on the eligibility of products and images for listing on the Amazon detail page.
- Collaborated with Business Development and Logistics Operations teams to improve customer satisfaction and ensure strict adherence to Average Handle Time and Problem Resolution Rate.
Skills
- Client management
- Process improvement
- NPS analysis
- Data analysis
- Standard operating procedures
- Regulatory compliance
- Inventory management
Timeline
Manager Seller Experience - Business Operations & Logistics
SOLV
05.2022 - Current
Lead Seller Support
Shopee
11.2021 - 04.2022
Customer Relationship Management (CRM)
DLF INDIA
05.2019 - 10.2021
Senior Analyst, Amazon Seller Operations
Amazon
10.2015 - 04.2019
High School Diploma -
JKBOSE
Associate of Arts - BA Economics
Kashmir University
Ph.D. - M PHill Management
Bhagwant University
Certification
- Lean Six Sigma Certified Yellow & white belt.
- Adv PG in Computer Applications (NCI Jammu)
Operational Data Expertise
- Feedback & Data Analysis: They design and oversee surveys (e.g., CSAT, Net Promoter Score) to analyze customer behavior and identify areas for improvement.
- Increased Revenue: Drives sales through improved trust and referral rates.
- Issue Resolution & Relationship Management: They act as a central point for resolving complaints efficiently, maintaining high professionalism to build trust.
- Logistics & Supply Chain: Order Fulfilment, Warehousing Management, Dispatch Planning, Packaging Strategy, Reconciliation & onboarding.
- Process Improvement: Root Cause Analysis (RCA), SOP Development and Update, Regulatory Compliance, Auditing & CSAT.
- Data Management: Expert in maintaining complex operational dashboards (CX/SX Matrices, NPS), MIS Reporting.
- Platforms: Amazon Seller Central, CRM & OMS, Clickpost & Knowcross.
Languages
- Urdu
- Hindi
- English
Hobbies and Interests
- Playing cricket
- Travelling
- Internet Surfing
Disclaimer
I hereby declare that the above-mentioned information is correct up to my knowledge.
Academic Background
- MPhil in Management/Business Operations
- Master of Business Administration (MBA) - Finance and Human Resources
- Bachelor's in economics - Kashmir University