Nancy J
Chennai
Summary
Business professional with focus on strategic planning, operational streamlining, and stakeholder engagement. Skilled in leading cross-functional teams, optimizing processes, and driving growth initiatives for long-term success.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Senior Executive
Flipkart
05.2022 - 03.2023
- Managed repair process for large and home appliances, handling both warranty and out-of-warranty repairs
- Coordinated with brands such as Mi, Realme, OnePlus, etc., to initiate and track repair requests
- Shared pending repair cases with brands and ensured timely updates and resolution within defined turnaround time (TAT)
- Closed repair cases under specified TAT, ensuring high customer satisfaction
- Handled warranty repairs, ensuring free-of-cost repairs for appliances covered under warranty
- Managed extended warranty cases under Flipkart, coordinating with brands and Flipkart for seamless resolution
- Ensured compliance with warranty terms and conditions to avoid additional costs for customers and organization
- Conducted regular meetings with brand representatives to discuss repair performance, SLAs, and customer satisfaction
- Addressed escalations and unresolved issues promptly, providing effective solutions for customer satisfaction
- Built strong relationships with brand contacts to enhance collaboration and improve repair process
- In case of technical issues, debug the issue in Flipkart tools, interact with central teams & solve it
- Train fellow colleagues.
- Analyzed repair data and performance metrics to identify trends, areas for improvement, and cost-saving opportunities
- Provided insights and recommendations to senior management for process optimization
Team Leader - Service Delivery
Flipkart
Chennai
08.2019 - 04.2022
- Coordinated with the training and network teams to create technician ID skill sets, ensuring appropriate training and certification for service technicians
- Managed service centers across 8 districts in Kerala, overseeing their operations and ensuring smooth service delivery
- Monitored and tracked installation and service cases to ensure closure within defined turnaround time (TAT), maintaining high customer satisfaction
- Conducted regular meetings with field teams to address any service-related issues and ensure effective coordination
- Collaborated with the head office to provide updates on service center performance and address any operational challenges
- Studied and analyzed Gati and Bluedart team on TAT delay factors
- Facilitated cross-functional connectivity with various teams, including procurement, network, training, CS, CT, Quality and warehouse
- Followed up with the warehouse team to track defective parts, ensuring timely return and accurate inventory management
Intern
Flipkart
04.2019 - 06.2019
- Conducted a comprehensive study of the Team Leader - City Logistics process, analyzing the entire workflow and identifying areas of improvement
- Engaged with team members, including logistics coordinators and team leads, to understand their roles and responsibilities within the process
- Visited major city logistic hubs in Bangalore to gain firsthand experience of the operations and observe the handling of incoming and outgoing shipments
- Assessed the escalation and TAT (Turnaround Time) metrics, identified bottlenecks, and provided insights on enhancing the escalation management process
- Collaborated with the regional manager to develop strategies for improving TAT and reducing customer escalations
- Prepared reports and presentations summarizing findings and recommendations for management review
- Monitored the impact of process changes, tracked key performance indicators, and provided regular updates to the regional manager
Education
MBA - Operations And Marketing
SCMS School of Technology And Management
04.2019
Bachelor of Engineering - Electronics And Communications Engineering
Vivekanandha College of Engineering
04.2017
Skills
- Problem solving
- Project management
- Stakeholder management
- Team leadership
- Re-engineering business model
- Budget planning and forecasting
- Consulting
Certification
- Advance Excel
- SQL
- Project Management
- Business Intelligence using Power BI
Accomplishments
- Top in EW-CP Sales (2020-2022)
- South Top 3 Team leader for 2 consecutive Quarters
Timeline
Senior Executive
Flipkart
05.2022 - 03.2023
Team Leader - Service Delivery
Flipkart
08.2019 - 04.2022
Intern
Flipkart
04.2019 - 06.2019
MBA - Operations And Marketing
SCMS School of Technology And Management
Bachelor of Engineering - Electronics And Communications Engineering
Vivekanandha College of Engineering
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