MELANIE ANN KERR
Customer Service Manager
Kamannahalli, Bangalore,KA
Summary
Focused professional with over 11 years of experience in Hospitality & OTA Industry including Hotels, Air, Holidays and Cars Monitored delivery of high-quality customer experience and elevated customer satisfaction, while adhering to SLAs and work processes
Expert in building strong rapport with customers through customer centric approach and applying broad understanding of client business &key metrics to enhance process Ensured strict adherence with standards & complaint management guidelines for excellent customer service.
Exhibited extensive leadership, strategic & creative thinking (planning and execution); delivered results in team’s operational performance & CSAT Possess strong service, client & vendor management skills; seek opportunities for up selling and cross selling the services
Worked well with cross-functional teams; focused on quality, punctuality & client satisfaction
Overview
9
9
years of professional experience
2
2
years of post-secondary education
1
1
Language
Work History
Central Operations Lead
Flipkart India Pvt. Ltd
Bangalore
07.2021 - Current
- Fulfilment Centre Key, Managing Infra Project VMS (Video Management System) for all 4 fulfilment centres i.e., Biola, Mumbai, Bilaspur & Bangalore monitoring serviceability reports & troubleshooting real time basis.
- Managing Vendor Flex Operations which involves warehouse Id creation, role mapping, user Id creations ,configurations & training which involves co-ordination with multiple stakeholders.
- Managing photoshoot order fulfilment picking which involves co-ordination with multiple Stakeholders such as Marketing Team, Finance Team, Fulfilment centre operations & Production House for picking/dispatch/returns.
- Managing Refinishing report for all stock that is sent for refinishing to internal/external vendors monthly which involved checking of all delivery challans/Tax receipts that were created for movement & also checking of the GST tax & monitoring of costing applied by vendors.
Associate Manager
Myntra Designs India Pvt. Ltd
Bangalore
09.2019 - 06.2021
- Service Excellence (Control Tower) Key Result Areas:.
- Develop strategies to improve current supply chain purchasing/inventory management/delivery processes.
- Perform root-cause analysis in any areas of significant failures (e.g.
- Stock-in percentage, high backlog, overstock inventory, vendor delays) in a timely manner.
- Develop KPIs (Scorecards) to drive improved vendor performance.
- Work closely with Demand Planning to create purchasing plan and make recommendations on strategies and inventory decisions.
- Update or develop documentation on processes that are critical to success of last mile function.
- Timely circulating delivery / shipment tracker to internal customers.
- Monitoring Q2 at refurbishment centres, warehouses, and fulfilment centres Pan India (Q2 is defined as Quality check level 2 failure which includes items marked as damaged, Used/Defective, Fake & Missing brand tag).
- Working closely with lost shipments, fraud detection & prevention reports to avoid misuse.
Assistant Manager
MakeMyTrip India Pvt. Ltd
04.2014 - 04.2019
- Delight Key Result Areas:.
- Managing customer escalations through gap analysis with a resolution within defined TAT; achieving vertical’s escalation targets.
- Sharing Root Cause Analysis (RCA), case synopsis and steps for process enhancement.
- Responding to customer queries & grievances via e-mail, social media & top-level management.
- Ensuring acknowledgement & response to customer with resolution.
- Coordinating with external and internal business partners, vendors & suppliers to ensure end-to-end resolution of customer dispute.
- Publishing monthly reports on hotel escalations.
- Maintaining report of corporate card bookings daily.
- Conducting refresher trainings at centres for hotel processes; taking follow-up daily.
- Conveying client requirements with regards to process to the team.
- Training the team and disseminating the information on modifications & new process developments in Board Room Trainings.
- Attaining daily, weekly & monthly targets specified by the Process Manager; adhering to schedule prescribed and closing assigned targets on daily, weekly and monthly basis.
- Providing feedback to Process Manager at end of day.
- Leading a team of 5- 10 including Associates; preparing their work rosters for ensuring optimum performance.
- Identifying & implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
- Planning targets, monitoring numbers and achievements on a daily, weekly and monthly basis.
- Undertaking company escalations; ensuring that all the tools and APIs are working fine; focusing on CSAT.
- Managed data reporting using MS Excel & MS PowerPoint.
- Created various training manuals on hotel escalations.
Senior Executive
IBM Daksh Global Services
Chandigarh
07.2011 - 10.2013
- Outbound Tours Key Result Areas:.
- Managed the quality check of each booking & visa arrangement for international holidays.
- Addressed daily escalations from internal & external clients at the final level to ensure NPS for the company.
- Communicated with the guests for amicable closure of escalations daily.
- Attended trainings on various destinations to enhance product knowledge.
- Monitored team production, greenhouse &timely closure of cases along with monthly scorecard generation.
Education
Bachelor of Arts - Tourism And Travel Management
Himalayan University
Itangar,Arunachal Pradesh 06.2015 - 06.2015
High School Diploma -
Wynberg Allen School, ISC Board
Mussoorie 03.2002 - 03.2003
High School Diploma -
Wynberg Allen School, ICSE Board
Mussoorie 03.2004 - 03.2005
Skills
Operations leadership
Timeline
Central Operations Lead
Flipkart India Pvt. Ltd
07.2021 - Current
Associate Manager
Myntra Designs India Pvt. Ltd
09.2019 - 06.2021
Bachelor of Arts - Tourism And Travel Management
Himalayan University
06.2015 - 06.2015
Assistant Manager
MakeMyTrip India Pvt. Ltd
04.2014 - 04.2019
Senior Executive
IBM Daksh Global Services
07.2011 - 10.2013
High School Diploma -
Wynberg Allen School, ICSE Board
03.2004 - 03.2005
High School Diploma -
Wynberg Allen School, ISC Board
03.2002 - 03.2003
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