Kanika Singh

• Led supplier onboarding for ABFRL, UAE, SME (Online Portals & Enterprise) and trained vendors to drive portal adoption.
• Coordinated with stakeholders (Tech,Product & Supply Chain) to ensure end-to-end process completion within defined timelines.
• Managed supplier communications, tracking order status, resolving escalations, and maintaining daily status reports.
• Handled billing and reconciliation of high-value accounts (₹1000–₹1200 Cr annually), including TDS, GST, and transportation loss issues.
• Created and maintained Vendor Dashboards, tracking SLA adherence, invoice status (paid/rejected), and dispute resolution.
• Reconciled supplier ledgers monthly, collaborated with cross-functional teams to resolve disputes, and maintained TDS MIS.
• Supported fulfillment, invoicing, , and service guidance to enhance seller experience and NPS growth.
• Led a team of 6 to resolve supplier and billing concerns, ensuring timely clearance of outstanding payments and maintaining strong vendor relationships.

Process Automation & System Enhancements:

• Developed Supplier University and video tutorials to automate onboarding processes (GST filing, claims, returns, TCS sales), saving ~150 hours/month .
• Designed key features for the Catalog Management System , enabling suppliers to independently add/link products , increasing supplier satisfaction by 25% .
• Automated supplier ledger access , allowing direct ledger downloads from the portal, improving accessibility and reducing manual dependencies.
• Implemented in-stock/out-of-stock management on the seller portal, significantly enhancing inventory visibility and reducing operational errors.
• Automated POD (Proof of Delivery) updates via WhatsApp , ensuring real-time visibility and reducing seller dependency on manual tracking.
• Introduced damage case visibility and supplier health score dashboards, promoting proactive issue resolution and supplier performance tracking.
• Automated supplier bank detail verification using OTP , eliminating manual errors and preventing incorrect fund transfers , thereby improving payment accuracy and security.
• Implemented PAN and GSTIN duplication checks to identify and prevent duplicate supplier accounts , reducing the risk of payment duplication and monetary loss .
• Automated GST reporting to streamline compliance by capturing invoice-wise B2B, large B2C, and consolidated small B2C sales, reducing manual efforts and flagging defaulter suppliers.

• Cultivated and maintained strong business relationships with new and existing accounts.
• Gathered, documented, and analyzed weekly selling performance for accurate tracking.
• Utilized CRM software to track seller interactions, manage leads and monitor sales activity within critical accounts.
• Collaborated with internal teams to ensure timely and accurate delivery of products and services to clients.
• Up- sell, Cross Sell, Expansion and Upgrades of existing clients.
• To ensure growth of existing clients in terms of sales & revenue.
• Act as an escalation point to drive problem resolutions in a timely and proactive manner.

• Addressed and resolved all queries related to Finance, Disputed Payments, and VAS.
• Coordinated with internal teams and partner hotels across West and South India to manage and close various escalation issues.
• Managed escalations related to Enable Pricing parameters including: Floor Price/Breach Cases/DND (Do Not Disturb)/Irrational Floor Pricing.
• Handled payout-related issues, and collaborated with the Operations team for hotel opening/blocking processes.
• Led reconciliation waiver and budget management activities in line with organizational SOPs.
• Oversaw dispute management by obtaining necessary approvals and ensuring timely resolution of reconciliation issues.

• Assisted clients via calls and emails with shipment tracking, transportation updates, and billing information.
• Effectively clarified concerns and managed smooth conversational flow with sellers.
• Handled client escalations, managed conflicts, and resolved challenging situations with professionalism and empathy.
• Delivered outstanding customer service, acting as the primary point of contact for clients.
• Coordinated re-attempts for deliveries and ensured timely communication.
• Prepared and shared NDR (Non-Delivery Reports) with both clients and internal teams on a regular basis.

• Provided timely resolutions to customer complaints escalated to the highest level within the organization.
• Coordinated with center staff to investigate the validity of complaints and evaluate appropriate resolution options.
• Conducted a thorough review of complaint details, determined appropriate solutions, and delivered clear, empathetic responses to customers.
• Handled customer queries and complaints, ensuring resolutions were aligned with the customer's concern and organizational policies.
• Facilitated reservations and supported customers throughout the escalation process, ensuring their voices were heard and addressed.
• Set accurate expectations, communicated relief options, and ensured effective closure of issues through strong interpersonal and communication skills.