Altamash Shaikh
Planning Manager
Mumbai
Summary
Results-driven professional with 10+ years of experience across multiple industries, including customer service, business development, e-commerce operations, and project planning. Proven track record of delivering strategic initiatives and driving growth. Passionate about leveraging data-driven insights to identify opportunities and optimize performance. Strong communicator and collaborator with a focus on building and maintaining positive relationships.
Overview
10
10
years of professional experience
Work History
Planning Manager
Homelane.com
4 2022 - 04.2024
- Established and developed a PAN India Dispatch Scheduler profile, introducing a comprehensive tracker for efficient SCM planning.
- Enhanced project collaboration by providing end-to-end visibility to stakeholders, enabling close-to-accurate delivery dates, and streamlined site readiness.
- Collaborated with cross-functional teams to establish and enforce efficient processes, conducting regular reviews for transparency and customer-centric approaches.
- Conducted comprehensive training sessions for CSRs on process flows and issue resolution, fostering a customer-focused mindset.
- Proactively increased project delivery efficiency, minimizing damages during transit, and implementing strategies for overall process improvement.
- Owned the health of project delivery by monitoring factory capacity, COGS, manufacturing, and installation TAT.
- Identified operational inefficiencies and implemented cost-saving measures without compromising service quality.
- Mentored team members to implement process improvements within their roles, prioritizing timely supply and handover of projects.
- Collaborated with delivery and SCM teams to streamline operations, ensuring efficient processes and timely project deliveries.
- Increased team productivity with regular progress monitoring and providing constructive feedback.
- Coordinated closely with operations teams to ensure seamless integration between project planning stages and actual implementation activities.
- Championed continuous improvement initiatives within the planning department, identifying opportunities for enhanced performance outcomes.
- Presented regular progress updates to senior leadership, highlighting successes as well as challenges encountered during project execution phases.
- Monitored processes and procedures, making sure the company met compliance regulations.
- Optimized scheduling procedures for improved resource utilization, resulting in increased cost savings for the company.
- Established standardized reporting systems to provide clear visibility into project status for key stakeholders.
- Streamlined workflow processes, reducing redundancies, and increasing overall efficiency in the planning department.
- Mentored junior staff members, enhancing their planning skills and fostering a collaborative work environment.
- Worked closely with project managers to create project work scopes and schedules.
- Oversaw training and onboarding process for all newly hired employees within the Planning and Operations department.
Team Lead - Project Planning
Homelane.com
08.2020 - 03.2022
- Managed Project Metrics - Cost, Time, and Quality & Risk.
- Managed to achieve milestones for the Business Unit by working and analyzing KPIs like FTC, FTR, and NPS.
- Managed project delivery, emphasizing health, quality, and customer satisfaction.
- Collaborated with internal and external stakeholders to ensure on-time materials delivery.
- Communicated project updates and changes to stakeholders and team members to ensure alignment on project goals and objectives.
- Created a project timeline that helped the team meet all deadlines and complete the project ahead of schedule.
- Mentored and coached project team members to ensure project success.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Generated reports detailing findings and recommendations.
- Created and managed project plans and timelines.
Sr. Customer Support Executive
Homelane.com
09.2018 - 10.2019
- Verified tentative site readiness dates, coordinating seamlessly with production and supply chain teams for efficient project planning
- Delivered precise communication to customers post-confirmation of delivery dates, ensuring prompt payment collection
- Coordinated with the supply chain team to authorize material dispatch after payment collection, and greenlighting installations promptly
- Oversaw comprehensive progress reports and maintained transparent communication with customers, ensuring on-time project completion
- Conducted post-handover assessments, collected Net Promoter Scores (NPS), and shared valuable feedback with teams for continuous improvement
- Proactively shared customer suggestions and feedback with the central team, contributing to ongoing enhancements in the overall process flow.
- Served as an escalation point for challenging customer cases, applying advanced problem-solving skills to reach satisfactory resolutions.
- Implemented quality assurance measures for consistent delivery of top-notch customer service across all channels.
- Enhanced overall customer satisfaction by efficiently resolving complex issues and providing personalized support.
- Contributed to the creation of a positive work environment by maintaining open lines of communication and championing employee recognition initiatives.
- Played a key role in launching new products or services by providing critical input from a customer support perspective during planning stages.
Ecommerce Operations Manager
Parin Furniture Pvt Ltd
10.2017 - 09.2018
- Developed and executed e-commerce operations plans aligning with organizational goals
- Oversaw the entire operational workflow, from product listing to timely order fulfillment
- Implemented effective inventory measures, preventing stockouts, and optimizing reorders
- Managed order processing, ensuring timely dispatch and delivery
- Maintained high-quality standards, implementing improvements in product handling
- Addressed customer queries promptly, ensuring satisfaction
- Utilized data for analysis, identifying opportunities, and making informed decisions
- Established strong vendor relationships, negotiated terms, and monitored performance
- Ensured compliance with e-commerce regulations, adapting operations to changes
- Led and coached the operations team for enhanced efficiency and growth
- Identified opportunities for process improvement, increasing efficiency, and reducing costs
- Implemented initiatives for enhanced operational efficiency, contributing to improved customer satisfaction.
Sr. Business Development Executive
Pepperfry.com
03.2016 - 06.2017
- Identified, qualified, and secured business opportunities with a focus on customer needs
- Built strong business relationships with clients to ensure customer satisfaction
- Developed customized sales strategies and presentations to address client requirements
- Maintained a database of prospective clients with a customer-centric approach
- Collaborated with marketing and business development teams to identify and pursue new sales opportunities.
Sr. Customer Support Associate
Pepperfry.com
11.2014 - 02.2016
- Addressed diverse customer queries related to order status, delivery times, and refund status, showcasing strong problem-solving skills
- Managed refund requests efficiently, covering scenarios like damaged items, change of mind, and delivery discrepancies
- Collaborated seamlessly with the Warehouse team to track and expedite orders, ensuring timely deliveries
- Proactively monitored ticket progress, keeping customers informed about the status of their inquiries through clear and consistent communication channels
- Achieved and maintained high Customer Satisfaction (CSAT) scores through exceptional service and a commitment to exceeding customer expectations
- Strategically reduced Average Call Handling Time (ACH) through efficient problem resolution, improving first-time resolution rates, and minimizing repeated calls for enhanced customer satisfaction.
Sr. Customer Support Associate
FIS Global Solutions Pvt Ltd
05.2013 - 09.2014
- Addressed and resolved diverse customer queries promptly, covering new connections, billing issues, disconnection requests, account transfers, and other service-related inquiries
- Demonstrated exceptional communication skills for effective issue resolution and ensuring customer satisfaction promptly
- Managed billing inquiries by investigating discrepancies, explaining charges, and providing detailed billing information to customers
- Assisted customers in understanding billing statements, facilitated payment processes, and resolved any billing-related concerns
- Processed customer requests for new connections, disconnections, and account transfers with accuracy, ensuring timely completion
- Collaborated with internal teams for seamless coordination of service installations and disconnections as per customer requirements.
Customer Support Associate
WNS Global Solutions Pvt Ltd
07.2012 - 05.2013
- Provided customer support services, addressing and resolving customer queries and issues
- Ensured prompt and effective communication to deliver satisfactory solutions
- Demonstrated strong problem-solving skills and attention to detail
- Collaborated with team members to maintain high levels of customer satisfaction.
Education
Bachelor of Commerce -
Skills
Project Management
Personal Information
- Place of Birth: Mumbai
- Date of Birth: 04/24/91
Timeline
Team Lead - Project Planning
Homelane.com
08.2020 - 03.2022
Sr. Customer Support Executive
Homelane.com
09.2018 - 10.2019
Ecommerce Operations Manager
Parin Furniture Pvt Ltd
10.2017 - 09.2018
Sr. Business Development Executive
Pepperfry.com
03.2016 - 06.2017
Sr. Customer Support Associate
Pepperfry.com
11.2014 - 02.2016
Sr. Customer Support Associate
FIS Global Solutions Pvt Ltd
05.2013 - 09.2014
Customer Support Associate
WNS Global Solutions Pvt Ltd
07.2012 - 05.2013
Planning Manager
Homelane.com
4 2022 - 04.2024
Bachelor of Commerce -
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