Manish Balajee M

Senior Process Associate |SME E-commerce Operations.

Experienced and results-driven professional with expertise in process optimization and team management within e-commerce operations for the U.S. and Canada markets. Demonstrated success in leading strategic initiatives, automation, and workflow enhancements, delivering measurable results in efficiency, accuracy, and customer satisfaction.

• Spearheaded workflow automation initiatives across e-commerce operations, achieving a 15% reduction in turnaround time (TAT) and increasing process reliability.
• Led a cross-functional team of 10 associates, implementing resource allocation dashboards that enhanced SLA adherence by 25%.
• Developed and standardized SOPs and quality assurance protocols, decreasing operational errors by 30% and ensuring consistent compliance with client SLAs.
• Conducted data-driven root cause analysis using Excel macros and visualization tools to drive corrective actions and continuous improvement.
• Managed end-to-end order lifecycle and inventory workflows for U.S. and Canadian retail markets, improving fulfillment accuracy and customer satisfaction.
• Acted as the primary liaison between onshore clients, vendors, and support teams, ensuring seamless communication and stakeholder alignment.
• Utilized tools such as STIBO MDM, Zendesk, CommerceHub, and Tableau to streamline master data validation, promotional accuracy, and supplier coordination.
• Led initiatives that resulted in an annual cost savings of 10%, driven by automation, SLA governance, and lean process design.
• Championed performance metric reviews (e.g., SLA, AHT, CSAT), providing actionable insights that elevated team productivity and service standards.
• Mentored junior associates and facilitated cross-training, fostering a culture of accountability, knowledge sharing, and continuous learning.

• Handled high-volume inbound and outbound calls, resolving customer issues and inquiries with a 90% first-call resolution rate.
• Maintained a daily average of 80+ calls, consistently exceeding performance benchmarks and KPIs.
• Improved customer satisfaction scores by 20% by implementing effective communication and follow-up strategies.
• Logged and tracked tickets in CRM tools (e.g., Zendesk, Outlook), ensuring accurate and timely updates.
• Assisted in reducing churn by 15% through proactive issue resolution and empathetic customer handling.
• Collaborated with the retention team to upsell and cross-sell service packages, contributing to monthly revenue targets.
• Maintained detailed call records and escalated complex issues to support teams, ensuring timely resolution.

• Supported e-commerce operations for client Bharti Airtel, managing customer queries, retention, and account recovery.
• Negotiated and resolved 100+ delinquent accounts monthly, improving collection rate by 15% and reducing aging invoices.
• Increased customer retention by 100% through proactive engagement and service satisfaction follow-ups.
• Monitored and analyzed call center metrics (AHT, FCR, CSAT), identifying patterns and implementing efficiency improvements.
• Trained and mentored 5+ junior associates, improving quality adherence and performance outcomes.
• Documented SOPs for call handling and escalation processes, standardizing operations across teams.
• Collaborated with cross-functional teams to implement CRM workflow improvements, reducing resolution TAT by 10%.
• Recognized by management for excellent customer rapport and operational excellence.