Chandan Sharma
E-commerce Operations Specialist
Faridabad
Summary
Results-driven seller management professional with a strong background in e-commerce operations, supply chain management, and customer service. Proven ability to develop and maintain productive seller relationships, optimize fulfillment processes, and drive operational efficiency. Skilled in data analytics, dispute resolution, and process improvement, leading to increased sales and enhanced customer satisfaction.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Team Lead
Cmunity Innovations Pvt Ltd
01.2022 - Current
- Managed order flow via 3PL portals (Delhivery, Xpressbees, ECOM, Shadowfax) as the sole SPOC for tracking shipments, pickups, and reverse logistics
- Oversaw and monitored daily pickups worth ₹40 lakh GMV, handling 200 dispatches and ₹16 lakh in B2C reverse GMV
- Improved First Attempt Delivery (FAD) rate from 50% to 75% in two months through real-time courier tracking
- Reduced Not Fulfilled Orders from 2.6% to 0.5% by resolving order-level disputes (damages, content mismatches, short shipments) with 3PL partners and FM/LM spokes
- Developed and implemented a Return Order Check SOP, reducing disputes from ₹15 lakh to zero, leading to an additional profit of ₹2 lakh
- Managed a 3PL performance dashboard, tracking key metrics like Order Fulfillment Percentage (OFP), pickup rates, and delivery attempts (FAD, SAD, TAD, RTO/RVP)
- Handled monthly bill approvals for invoices totaling ₹50–60 lakh, enforcing penalties for lost orders and making bill adjustments for dispute settlements
- Reduced Return to Origin (RTO) percentage and onboarded high-volume sellers, optimizing shipment assignments to enhance fulfillment rates
- Supervised shipment speed across First Mile (FM), Middle Mile (MM), and Last Mile (LM) logistics, ensuring timely deliveries
Sales Executive
Adroit Synergies Pvt. Ltd.
03.2021 - 08.2022
- Outbound Lead Generation: Successfully generated and nurtured potential sales leads
- Inbound Sales: Managed customer inquiries, provided detailed product information, and converted leads into sales
- Email Escalations: Resolved customer complaints and escalations effectively, ensuring high customer satisfaction and retention rates
- Process Optimization: Analyzed business operations and recommended strategic improvements to enhance efficiency and productivity
Education
Bachelor of Computer Applications -
Himalayan Garhwal University
01.2020 - 01.2023
Higher Secondary Education - PCM
Navodaya Vidya Niketan
01.2019 - 01.2020
Skills
- Seller & Vendor Management
- Supply Chain & Logistics
- Order Fulfillment & Dispute Resolution
- Team Leadership & Training
- Data Analytics & Performance Tracking
- MS Excel & Google Sheets
- SQL (MySQL / PostgreSQL)
- Process Optimization & Problem-Solving
- Customer Service & Escalation Handling
- Negotiation & Communication
Accomplishments
- Reduced seller disputes from ₹15 lakh to zero by implementing a structured SOP for returns.
- Improved First Attempt Delivery (FAD) rate from 50% to 75% within two months.
- Optimized shipment processing & reduced RTO%, leading to improved seller efficiency and reduced losses.
Timeline
Team Lead
Cmunity Innovations Pvt Ltd
01.2022 - Current
Sales Executive
Adroit Synergies Pvt. Ltd.
03.2021 - 08.2022
Bachelor of Computer Applications -
Himalayan Garhwal University
01.2020 - 01.2023
Higher Secondary Education - PCM
Navodaya Vidya Niketan
01.2019 - 01.2020
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