Gurpreet Kaur
Ghaziabad
Summary
An enthusiastic and high-energy driven professional, targeting assignments in Supply Chain Key Account Management, Customer Success, Client Service and Partner roles with an organization of reputed. Passionate, self-
driven, and results-oriented with extensive 13 years of experience in technical support, Account support management, and Customer Success, Warehouse account manager.
Skilled in account management and onboarding, customer relationships, operations, and sales with exceptional
communication & presentation skills.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
Work History
Deputy Manager - Key Accounts Manager
Ecom Express Private Limited
06.2024 - Current
- Successfully managing a diverse portfolio of 3 B2B brands with a revenue of 15 cr.
- Supply chain mapping of all the clients.
- Responsible for ensuring business excellence, SLA adherence, and identifying the growth areas in all aspects.
- Client Relationship Management: Build and maintain strong relationships with key clients in the logistics and supply chain industry. Understand the client's business needs and objectives to provide tailored solutions.
Acting as the main point of contact between the company and key clients. - Contract Negotiation and Renewal: Negotiate contracts and agreements with key clients, ensuring terms are favorable for both parties. Manage contract renewals and address any issues or concerns raised by clients.
- Cross-functional Collaboration: Collaborate with internal departments, including sales, operations, and customer
service, to ensure seamless service delivery. Work closely with the logistics and supply chain teams to address specific client requirements. - Problem Resolution: Address and resolve any issues or concerns raised by key clients promptly. Work to ensure
high levels of client satisfaction and retention. - First Mile, Mid Mile & Last Mile: Monitoring the pickup of orders with multiple courier partners and marketplace
channels to make sure the cut-off and seller portfolio is not breached. - Performance and service promise: The service level is monitored with alignment to ground performance and improvement areas.
Asst Manager -Revenue Assurance & Collection
Ecom Express
08.2023 - 05.2024
- Helped clients make optimal decisions on amounts and timing of capitalization
- Participated in client meetings to discuss financial analysis and investment strategies
- Monitored market trends and news to identify emerging opportunities
- Worked with customers to develop payment plans and bring accounts current
- Reviewed billing problems, researched issues, and resolved concerns
- Managed monthly billing process to complete billings and returns to meet company revenue recognition policies
- Conducted performance reviews and implemented improvement plans
- Performed testing for billing modules, enhancing new functionality and process improvements
- Collaborated with C-level executives and stakeholders to develop long-term financial plans
- Improved overall financial reporting by streamlining control processes and reporting structures
- Established internal audit procedures to validate and improve accuracy of financial reporting
- Designed and maintained financial models to identify and measure risks
- Evaluated and negotiated contracts to procure favorable financial terms.
Asst Manager
Snapdeal Pvt Ltd
04.2022 - 06.2023
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Monitoring the complete cycle of logistics, i.e. First mile, Line Haul and Last mile and ensuring smooth functioning across network.
- Responsible for NDR process and conversion, ensuring maximizing the output of NDR by increasing genuine attempt/delivery.
- Identify gaps in the existing process, conduct RCA for the gap, and present the gap to the concerned team with RCA.
- Tech-related operational issues handling in coordination with the Tech Team.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Responsible for cross functional collaboration for multiple projects/experiments based on the inputs from other functional team i.e Product & Business Teams
- Supervised day-to-day operations to meet performance, quality, and service expectations
- Increased employee performance and job satisfaction to strengthen retention and engagement
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention
- Set aggressive targets for employees to drive company success and strengthen motivation.
Team Leader - Inhouse & OSP Management
Snapdeal Pvt Ltd
04.2018 - 03.2022
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Supervised team members to confirm compliance with set procedures and quality requirements
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- Held weekly team meetings to inform team members on company news and updates
- Managing Return Management verticals for both In-house & out sourced set up.
Process Analyst
Snapdeal Pvt Ltd
05.2012 - 03.2018
- Responsible for managing Refund Request at company level, which includes recon, policy abuse check & collaboration with centralized finance team
- Responsible for cross functional collaboration for multiple projects/experiments based on the inputs from other functional team i.e Product & SCM
- Pinpointed cost-effective process improvements through simulation of potential process alterations, discovering optimal enhancements without interrupting live production efforts
- Developed change management protocols to streamline required business process alterations through preemptive training and guidance
- Identified areas of system improvement by applying historical knowledge to ongoing Refund Flow statistics
- Produced documentation outlining process improvement solutions
- Designed business analysis approaches for upcoming projects to define Refund through Automation at Company level
- Increased efficiency and team performance by implementing actionable process improvements
- Conducted walk-through demonstrations of proposed process changes
- Liaised with staff managers to collaboratively design process change implementation plans
- Protected confidentiality and data integrity in work-related tasks as depicted in company regulations and protocols
- Processed management reports on monthly basis through effective collaboration with various departments
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
- Prioritized initiatives to increase success rates of strategic projects
- Assessed products or services to evaluate conformance with quality standards.
Customer Care Associate
Snapdeal Pvt Ltd
09.2011 - 05.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services, and company information
- Handled customer inquiries and suggestions courteously and professionally.
Education
BCOM - Commerce
IEC University
Himachal, Himachal Pradesh 07.2015 - 08.2018
High School Diploma - undefined
Sarovodaya Kanya Vidhyalaya Gandhinagar No 1
New Delhi, Delhi 03.2007 - 03.2008
12th Class - Commerce
Sarvodaya Kanya Vidhyalaya
New Delhi, Delhi 03.2009 - 03.2010
Skills
Warehouse Management
Project Coordination
Process Improvements
Returns Management
3 PL Logistics Coordination
First Mile, Middle Mile & Last Mile (Pickups/ Deliveries/In-transit)
Accomplishments
- Achieve Resolutions Score Movement by effective data analysis with accuracy and efficiency.
- Collaborated with SCM Team in the development of Complaint reduction.
- Managed to improve the REX (Return Experience) from 15% to 78%.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Timeline
Deputy Manager - Key Accounts Manager
Ecom Express Private Limited
06.2024 - Current
Asst Manager -Revenue Assurance & Collection
Ecom Express
08.2023 - 05.2024
Asst Manager
Snapdeal Pvt Ltd
04.2022 - 06.2023
Team Leader - Inhouse & OSP Management
Snapdeal Pvt Ltd
04.2018 - 03.2022
BCOM - Commerce
IEC University
07.2015 - 08.2018
Process Analyst
Snapdeal Pvt Ltd
05.2012 - 03.2018
Customer Care Associate
Snapdeal Pvt Ltd
09.2011 - 05.2012
12th Class - Commerce
Sarvodaya Kanya Vidhyalaya
03.2009 - 03.2010
High School Diploma - undefined
Sarovodaya Kanya Vidhyalaya Gandhinagar No 1
03.2007 - 03.2008
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