Himanshu Malhotra

Senior Quality Analyst - Central Logistics

Aug 2024-Current

• Monitored and analyzed delivery logs, escalations, and customer complaints to identify trends and gaps.
• Collaborated with regional and central operations teams to align quality standards across zones.
• Partnered with compliance and operations teams to implement corrective actions including terminations and reinstatement reviews.
• Reduced false dispute rates and enhanced delivery partner accountability by 25%.
• Developed fraud flags and escalation matrices to proactively address fraudulent behavior.
• Decreased fraud incidents by 30% through enhanced monitoring systems and data-driven refinements.
• Delivered training sessions on fraud trends, detection methods, and SOP adherence to analysts and operations teams.

Senior Quality Analyst- DP Support

Jan 2023-Aug 2024

• Led quality assurance initiatives across multiple projects to ensure process adherence and reduce defect rates.
• Conducted root cause analysis for process deviations, driving corrective actions and fostering continuous improvement.
• Collaborated with cross-functional teams to refine workflows and improve customer satisfaction.
• Designed and implemented quality checklists and SOPs, standardizing evaluations to enhance accuracy.
• Mentored junior QA team members through training sessions and regular performance reviews.
• Utilized Excel and SQL for reporting, analysis, and performance tracking.

Customer Experience Associate – Chat Support

• Resolved order-related issues, including delays, missing items, and refunds, through live chat, ensuring timely and satisfactory customer resolution.
• Maintained detailed records of interactions and escalations, contributing to process documentation and improvement.
• Recognized for excellent communication and problem-solving skills, leading to a promotion to the Order Processing Team.

Senior Operations Executive

• Managing end-to-end order processing for delivery operations across PAN India, ensuring seamless coordination between delivery partners, and customers.
• Monitoring order flow, dispatch timelines, and escalations to maintain operational efficiency and customer satisfaction.
• Collaborating with regional and central teams to resolve high-impact order issues in real-time.
• Played a key role in streamlining order flow processes, reducing order failures and late deliveries across multiple zones.

• Processed bookings efficiently using reservation systems, while ensuring accuracy and compliance with policies.
• Coordinated with internal departments to ensure smooth handling of special requests and last-minute changes.
• Directly coordinated with property owners to manage occupancy, ensure fulfillment, and update listing details as per real-time availability and operational requirements.
• Investigated root causes, analyzed patterns to handle high-priority customer escalations, with a focus on swift resolution and customer satisfaction.