Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Hemant Chauhan

Jaipur

Overview

8
8
years of professional experience
1
1
Certification

Work History

Assistant Manger (E-Commerce)

GBL Altair Pvt Ltd.
Jaipur
02.2025 - Current
  • Managed product listings, catalog uploads, and content optimization across major marketplaces (Amazon, Flipkart, Myntra, Eternz, Namshi, Nykaa, Nykaa Fashion, etc.).
  • Monitored daily sales, returns, and performance reports to track KPIs and identify growth opportunities.
  • Coordinated with internal teams for stock planning, pricing updates, and promotional planning.
  • Executed marketing campaigns, including deals, discounts, and platform-sponsored ads, to increase visibility and conversions.
  • Supported integration of Unicommerce and e-commerce platforms for smooth operations and catalog synchronization.
  • Maintained strong relationships with marketplace account managers to resolve issues and improve service levels.
  • Assisted in planning and implementing marketing strategies, including keyword optimization and sponsored ads.

Assistant Manager, Customer Service

GBL Altair Pvt Ltd. (Voylla Fashions)
Jaipur
04.2023 - 01.2025
  • Supervised day-to-day operations of the customer support team, ensuring timely and effective resolution of customer queries via email, chat, and calls.
  • Monitored team performance through key metrics (TAT, FCR, CSAT, AHT), and provided coaching and training for continuous improvement.
  • Handled escalated complaints and grievances with empathy and efficiency, ensuring high customer satisfaction and retention.
  • Coordinated with internal teams such as logistics, finance, tech, and operations to resolve complex customer issues related to orders, returns, refunds, and product support.
  • Analyzed customer feedback and support trends to identify process gaps, and suggest improvements.
  • Prepared and presented weekly and monthly performance reports and insights to senior management.
  • Assisted in hiring, onboarding, and training new team members to build a strong, customer-centric support team.
  • Handled daily customer queries and escalations through CRM tools, such as Kapture and Shopify.
  • Managed order processing, return/refund workflows, and inventory coordination using Unicommerce, Return Prime, and Razorpay.
  • Coordinated shipment tracking and delivery issues through logistics platforms like Shiprocket and Clickpost.
  • Resolved payment-related issues and coordinated with finance using theRazorpay dashboard.

Customer Support Team Leader

Voylla Fashions Pvt Ltd
Alwar
07.2021 - 03.2023
  • Supervise and lead a team of customer support executives to ensure timely and effective resolution of customer queries via email, chat, and phone.
  • Manage escalated complaints and ensure resolution within defined SLAs, maintaining a high level of customer satisfaction.
  • Coordinate with internal departments (logistics, operations, finance, and tech) to resolve order-related issues, returns, refunds, and product concerns.
  • Conducted regular training, coaching, and feedback sessions to improve team communication skills, process knowledge, and soft skills.
  • Managed workload distribution, shift planning, and team schedules to ensure 100% coverage during peak hours and sale periods.
  • Prepared and shared daily, weekly, and monthly team performance reports with management.
  • Used tools like Ameyo, ERP (ODOO), Unicommerce, Return Prime, and Razorpay to manage tickets, orders, refunds, and customer communication.

Customer Service Subject Matter Expert

Voylla Fashions Pvt Ltd
Jaipur
07.2019 - 03.2021
  • Served as primary contact for process-related queries and escalations from thecustomer support team, ensuring accurate resolutions.
  • Provided expertise on customer service policies and procedures to uphold quality standards.
  • Conducted root cause analysis of recurring customer issues, collaborating with cross-functional teams for effective process enhancements.
  • Monitored ticket handling and support conversations for compliance and empathy in customer interactions.
  • Delivered regular refresher sessions and updates based on new features and policy changes.
  • Supported agents in managing escalated or complex customer issues across email, chat, and voice channels.

Customer Support Executive

Voylla Fashions Pvt Ltd
Jaipur
11.2017 - 06.2019
  • Resolved customer queries and complaints through email, chat, and phone, achieving first-contact resolution.
  • Assisted customers with order placement, tracking, returns, refunds, cancellations, and product inquiries.
  • Conducted follow-ups to confirm resolution of concerns and gather feedback for service improvement.
  • Maintained high customer satisfaction levels by adhering to quality and service standards.

Education

Master of Science - Biotechnology

Mahatma Gandhi Institute of Applied Sciences
Jaipur
07-2010

Bachelor of Science - Biotechnology

IET Engineering College
Alwar
06-2008

Skills

  • E-commerce management
  • Product listing optimization
  • CRM software proficiency
  • Data analysis
  • Marketing execution
  • Customer relationship management
  • Team leadership
  • Team collaboration

Certification

  • Completed Post Graduate Diploma in Computer Applications (PGDCA)

Languages

Hindi
First Language
English
Upper Intermediate (B2)
B2

Timeline

Assistant Manger (E-Commerce)

GBL Altair Pvt Ltd.
02.2025 - Current

Assistant Manager, Customer Service

GBL Altair Pvt Ltd. (Voylla Fashions)
04.2023 - 01.2025

Customer Support Team Leader

Voylla Fashions Pvt Ltd
07.2021 - 03.2023

Customer Service Subject Matter Expert

Voylla Fashions Pvt Ltd
07.2019 - 03.2021

Customer Support Executive

Voylla Fashions Pvt Ltd
11.2017 - 06.2019

Master of Science - Biotechnology

Mahatma Gandhi Institute of Applied Sciences

Bachelor of Science - Biotechnology

IET Engineering College

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Hemant Chauhan