Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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Drashti Shinde

Drashti Shinde

Rajkot

Summary

Dynamic Retailer Services Manager with a proven track record at VK Jewels Pvt Ltd., excelling in customer service and vendor relations. Adept at implementing innovative solutions that enhance customer satisfaction and drive sales. Skilled in social media marketing and conflict resolution, fostering strong relationships to achieve business goals.

Overview

19
19
years of professional experience

Work History

Retailer Services Manager - Backend

VK Jewels Pvt Ltd.
Rajkot
10.2024 - Current
  • Analyzed customer feedback surveys and implemented changes accordingly.
  • Participated in special projects such as designing window displays or developing promotional campaigns.
  • Handled customer complaints professionally while ensuring satisfaction levels remained high.
  • Promoted new products through social media channels such as Instagram or Facebook Ads.
  • Developed and maintained relationships with key vendors to ensure product availability and quality standards.
  • Researched current trends in fashion retailing industry for marketing purposes.
  • Maintained records related to sales for store management.
  • Monitored customer feedback surveys, identified areas for improvement, and developed action plans to address gaps in customer service.
  • Created reports detailing key performance indicators such as call volume, first contact resolution rate, average handle time.

Hub Lead – Operations

FLIPKART
01.2022 - 10.2024
  • Rider Management – Training, Performance Monitoring and resolving Escalation and problems.
  • Workforce Management – Handling rider attritions, TLs Management and achieving Hub Metrics.
  • Daily Reconciliation of shipments and fraud / shortage resolution.
  • Implementing 5S, space organization and stack holder relationship.
  • Handling Volume escalation, rider payouts and customer escalation.
  • Cash Management, Loss prevention and Hub activities organization.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Maintained updated knowledge through continuing education and advanced training.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Manager

Amazon Ltd
01.2020 - 01.2021
  • I was responsible for handling a team of 50 people, ensuring that day-to-day activities took place on time, optimizing the resources available to the team, and also responsible for the effective implementation of the company’s code of conduct.
  • I was responsible for planning, directing, and coordinating the storage and distribution of raw material supplies within an organization.
  • Proper placement of inbound shipments and timely delivery of outbound shipments, with the targeted numbers fixed every day.
  • Coordination with other stakeholders who were dealing with Amazon for the smooth execution of deliverables.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.

Executive Customer Service

V-Trans ( I ) Pvt Ltd.
01.2018 - 01.2020
  • To check and Inform about the current status of the Consignment for the Inward and Outward business.
  • If any consignment stuck at any place due to any of the reason, starting its process to resolve by call or e-mail with Destination and customer and having continue follow up until the consignment release or deliver at consignee's end.
  • Resolution of Customer Queries within the prescribed time.
  • Handling of escalation calls from other colleagues.
  • Handling of Inbound Domestic Calls of the Customer.
  • Maintaining the File of Key accounts Customers starting from the pick-up, in-transit and till delivery.
  • As well sharing file by alternate day to customer from which the Customer may know about the Status.
  • Pre-alert e-mail for all time sensitive Consignment and follow up for the Door Delivery Consignment on regular basis.

Station Service Agent

Fedex Express (I) Pvt., Ltd.
01.2012 - 01.2017
  • Handling customer query related to billing, shipment tracking, opening of control i.e, trace for the same, email communication, Inbound & Outbond calls of internal customer and external customer.
  • Collaborated with a small team to develop an innovative of customer’s problem solving such as pick up and delivery issues.
  • Follow up of time being deliveries and Pick up.
  • Keeping track of Inbound and Outbound media which is incoming and outgoing shipment tracking in bulk and updating about it current status.
  • Submitting the report for the collection made for the E-Commerce shipment as well International Custom duty / taxes and compiling it on the daily basis.
  • Making sure of a Priority delivery of the shipment booked by the consignee for E-Commerce products and confirming the status of delivery with the customers.
  • Collaborated with a team to develop an effective delivery system of the products and regularly updating their knowledge about the skills of delivery and pick up system.
  • Weekly meeting were arrange for regular update of the company policies and implementing the guidelines set by the company.
  • Help the team to sort out the issues related to their all query.
  • Weekly training were being arranged by me for updating their skills in filling up Airway bills and Regulatory Paper works for existing and E-Commerce customers.

Customer Service Executive

AFL Pvt Ltd.
Rajkot
01.2006 - 01.2012
  • Keeping track of Inbound and Outbound calls which is incoming and outgoing shipment status updating to the customer.
  • Coordinating, Managing and Solving the issues with the top customers which lead to increase in revenue generation.
  • Regularly updating with the top customers taking feedback for the service provide by the company.

Education

PGDCA - Accounting, C++, JAVA, ORACLE, PHP

Saurashtra University
J J Kundaliya College
01.2006

BCom - Accounting & Statistics

Saurashtra University
Rajkot
01.2005

Skills

  • Conflict
  • Accounting
  • Problem solving
  • Customer service
  • MS Office
  • Creativity and innovation
  • Goal-oriented mindset
  • Loss prevention
  • Team leadership
  • Social media marketing
  • Vendor relations
  • Inventory management
  • Financial transactions
  • Store operations
  • Effective communication
  • Trend research
  • Retail Sales Experience
  • Customer retention

Languages

  • English
  • Hindi
  • Gujarati

Personal Information

  • Date of Birth: 07/10/85
  • Marital Status: Married
  • Religion: Hindu

Timeline

Retailer Services Manager - Backend

VK Jewels Pvt Ltd.
10.2024 - Current

Hub Lead – Operations

FLIPKART
01.2022 - 10.2024

Manager

Amazon Ltd
01.2020 - 01.2021

Executive Customer Service

V-Trans ( I ) Pvt Ltd.
01.2018 - 01.2020

Station Service Agent

Fedex Express (I) Pvt., Ltd.
01.2012 - 01.2017

Customer Service Executive

AFL Pvt Ltd.
01.2006 - 01.2012

PGDCA - Accounting, C++, JAVA, ORACLE, PHP

Saurashtra University

BCom - Accounting & Statistics

Saurashtra University

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Drashti Shinde