ASHUTOSH KUMAR TIWARI
Sr. Executive- Order Management
Bangalore
Summary
To be dedicated, ambitious and hardworking professional with an overall of 6+ years of experience in Order management as a Sr. Executive
Overview
8
8
years of professional experience
Work History
Senior Executive - Order Management
Swiggy, Bundl Technologies Pvt Ltd
05.2019 - 01.2024
- Taking care of order lifecycle, including order capture, fulfillment, shipping, payment processing and service.
- Supervised and managed the day-to-day activities of the business data analysis with the help of Power BI and sql, ensuring smooth operations and adherence to established protocols.
- Adapted and modified processes as per evolving business requirements, proactively identifying areas for improvement and implementing necessary changes
- Ensured the effective implementation of work processes as designed, monitoring performance and addressing any deviations or issues promptly
- Analyzed data on a daily basis to identify trends, patterns, and areas for improvement, leveraging insights to enhance customer feedback and overall operational effectiveness
- Led a team of 5 professionals, providing guidance, support, and mentorship to foster a culture of excellence and continuous improvement
- Maintained clear and concise documentation of processes, procedures, and changes, facilitating seamless knowledge transfer and ensuring consistency in approach
- Diligently proofread all documentation and reports, ensuring accuracy, clarity, and error-free presentation.
Executive
Swiggy, Bundl Technologies Pvt Ltd
07.2017 - 04.2019
- Managed and resolved distance and payout-related issues for delivery partners, ensuring timely and accurate resolution to maintain strong partner relationships
- Effectively reassigned delivery partners to their designated zones, optimizing operational efficiency and ensuring smooth order fulfillment
- Implemented a streamlined process to handle delivery partner accidents, promptly logging out affected partners' IDs to prioritize their safety and well-being
- Utilized the OPS tool to efficiently track and manage delivery partner tickets, ensuring prompt response and resolution to billing and distance-related issues
- Led a team of 20 individuals, providing guidance and support to ensure effective ticket management and resolution
- Maintained clear and concise documentation of ticket resolutions, facilitating knowledge sharing and ensuring consistent and accurate handling of similar issues
- Communicated with delivery partners and internal stakeholders in a clear and concise manner, avoiding technical jargon for better understanding
- Conducted regular quality checks to ensure accuracy and completeness of ticket resolutions, minimizing errors and improving overall customer satisfaction.
Technical Support
Andromeda BPO pvt. Ltd
05.2016 - 06.2017
- Provided technical support to Vodafone customers, resolving queries and issues related to the Vodafone mobile app and data speed and surfing
- Effectively communicated with customers, ensuring their concerns were addressed promptly and satisfactorily
- Collaborated with a team of 12 members, sharing knowledge and expertise to deliver exceptional customer service
- Implemented troubleshooting techniques to identify and resolve technical issues, ensuring a seamless user experience
- Maintained accurate and detailed records of customer interactions and solutions provided, ensuring efficient follow-up and resolution of recurring issues
- Adapted communication style to suit the needs of diverse customers, avoiding technical jargon and explaining solutions in a clear and concise manner
- Consistently met or exceeded performance targets, ensuring high customer satisfaction ratings
- Conducted regular training sessions for team members, sharing best practices and enhancing technical knowledge and skills.
Education
Bachelor of Engineering -
RCIT
Intermediate - undefined
JAC
Matriculation - undefined
JAC
Data Analytics & Data Visualisation - undefined
Skills
Business Analysis
undefinedTimeline
Senior Executive - Order Management
Swiggy, Bundl Technologies Pvt Ltd
05.2019 - 01.2024
Executive
Swiggy, Bundl Technologies Pvt Ltd
07.2017 - 04.2019
Technical Support
Andromeda BPO pvt. Ltd
05.2016 - 06.2017
Bachelor of Engineering -
RCIT
Intermediate - undefined
JAC
Matriculation - undefined
JAC
Data Analytics & Data Visualisation - undefined
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