MANOJ KUMAR
Operations Marketplace
Gurgaon
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
General Manager Marketplace
Cashify
04.2024 - Current
- Heading Marketplace operations for West and South zone's.
- Plan Monthly capacity of partners and it's adherence keeping revenue numbers in mind.
- Co-ordinate with cross functional team for marketing, Pricing and product related changes.
- Build and ensure strict adherence of Sops, Meet with partners along with the team for quarterly R&R and vendor relationship management.
- Commission analysis of devices on the basis of fast & slow running Skus & review the daily revenue numbers—Execute the necessary changes wherever required.
- Manage & review the BD team to build the partners network in order to increase daily capacity and revenue Discuss, Strategize and Execute central initiatives
- Monitor the performance metrics of my reporting teams through defined KPIs & KRAs & take the necessary steps to improve the same
- Setting the vision and direction of the team by managing individual and team performance.
- This may involve identifying new market opportunities, optimizing product offerings
- Team Leadership and Development: Providing leadership and guidance to the operational teams, including Zonal Managers, Relationship managers, and support staff
- Performance Monitoring and Analysis: Monitoring key performance indicators (KPIs) and metrics to assess the marketplace's performance and identify areas for improvement
- Vendor and Supplier Management: Managing relationships with vendors, suppliers, and third-party partners to ensure timely pickups
- Continuously evaluating vendor performance and exploring new sourcing opportunities as needed.
Assistant General Manager Marketplace
Cashify
05.2023 - 04.2024
- Managed marketplace operations of West and North Zone Operations Management: Overseeing day-to-day operations of the marketplace, vendor management, vendors capacity fulfillment
- Ensuring efficiency, quality, and timeliness in all operational processes to meet customer expectations
- Strategic Planning: Collaborating with the General Manager and other senior management to develop and implement strategic plans for the marketplace's growth and expansion
- This may involve identifying new market opportunities, optimizing product offerings
- Team Leadership and Development: Providing leadership and guidance to the operational teams, including Zonal Managers, Relationship managers, and support staff
- Performance Monitoring and Analysis: Monitoring key performance indicators (KPIs) and metrics to assess the marketplace's performance and identify areas for improvement
- Vendor and Supplier Management: Managing relationships with vendors, suppliers, and third-party partners to ensure timely pickups
- Continuously evaluating vendor performance and exploring new sourcing opportunities as needed.
Senior Manager Marketplace Operations & Cashify Express
Cashify
09.2021 - 05.2023
- Responsible for system level changes, 3PL Provisions, Own Logistics Operations also worked directly with all the teams to ensure the process and operations are running smoothly
- Managed 3PL Pickups, Cashify Express and Cashify Recycle Pickups.
Central Manager Marketplace Operations
Cashify
04.2018 - 09.2021
- Responsible for system level changes, approvals, investigations and all mails and digital feedback from customer to Cashify and also worked directly with all teams to ensure the process and operations are running smoothly.
Customer Service Team Lead
Cashify
04.2013 - 04.2018
- Manage and lead a team of customer service representatives
- Provide training, guidance, and support to ensure team members are equipped to handle customer inquiries effectively
- Resolve escalated customer complaints and issues in a timely and satisfactory manner
- Analyze customer service data to identify trends, patterns, and areas for improvement
- Collaborate with other departments such as marketing, sales, and operations to ensure alignment on customer service objectives and initiatives
- Share customer feedback and insights with relevant teams to drive product improvements and enhance the overall customer experience.
Senior Process Associate
Salient Business Solutions (Yepme.com)
07.2012 - 02.2013
- Handled escalated issues and complaints from customers regarding their orders, deliveries, product quality, or any other concerns
- Addressed customer queries and concerns through various communication channels, such as phone calls, emails, or live chat
- This could include providing information about product availability, order status, refund or exchange processes, and resolving any issues related to the customer's shopping experience
- Coordination with internal teams such as logistics, warehouse, or quality assurance, to address customer concerns and resolve issues effectively.
Customer Service Associate
Yebhi.com
11.2011 - 05.2012
- Addressed customer inquiries related to Videocon vouchers and their redemption process
- Providing information about voucher terms and conditions, eligibility criteria, and redemption steps
- Assisting customers in creating accounts and navigating the Yebhi.com website
- Ensuring excellent customer service by actively listening to customer concerns and demonstrating empathy
- Maintaining accurate knowledge of Videocon voucher program details and Yebhi.com's redemption procedures.
Customer Service Associate
Sparsh BPO Services Limited
07.2010 - 09.2011
- Worked with Sparsh BPO in City Bank collection process
- My primary objective would have been to contact customers who had overdue payments or outstanding debts and work towards recovering those amounts
- This could involve making phone calls, sending reminders, and negotiating payment arrangements.
Education
MBA - Production And Operations Management
Amity University
GurgaonBachelor of Computer Applications - Computer Science
Lord's International Collage Chikani Alwar
Alwar RajasthanSkills
MS Office
Problem-solving aptitude
Account Management
Active Listening
Call Center Operations
Team building
Relationship Building
Vendor Management
Logistics Operations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
General Manager Marketplace
Cashify
04.2024 - Current
Assistant General Manager Marketplace
Cashify
05.2023 - 04.2024
Senior Manager Marketplace Operations & Cashify Express
Cashify
09.2021 - 05.2023
Central Manager Marketplace Operations
Cashify
04.2018 - 09.2021
Customer Service Team Lead
Cashify
04.2013 - 04.2018
Senior Process Associate
Salient Business Solutions (Yepme.com)
07.2012 - 02.2013
Customer Service Associate
Yebhi.com
11.2011 - 05.2012
Customer Service Associate
Sparsh BPO Services Limited
07.2010 - 09.2011
MBA - Production And Operations Management
Amity University
Bachelor of Computer Applications - Computer Science
Lord's International Collage Chikani Alwar