Navin Kennedy J

Assistant Manager, Customer Service

Flipkart

01.2013 - 05.2025

12 Years Of Experience
Company Overview: Flipkart Internet Private Ltd Bangalore, India
Managing Payments SOP with Lending partners (IDFC, Kotak, Supermoney, Axis, Moneyview, Fibe).
Tracking of payments at instrument level (UPI, Net banking, CC, DCEMI, NCEMI, Pay Later) on success/failures.
Enhanced team productivity by implementing effective communication strategies and collaborative efforts.
Looking at the process to improve overall resolution rate based on multiple issue types.
Analyzed customer feedback data to identify trends, make improvements, and better understand client needs.
Handled Multiple LOB's - Email, Chat, repeat out calling team, social media, large category, level 2 And order level management team and Quality team.
Done analysis on wrong assignment, market research, TOA bench marking, and Q2R reduction.
Worked with cross functional teams to improve resolution rate and self-serve usage.
Assisted in the hiring process, making recommendations for suitable candidates and conducting interviews as needed.
Worked with Training, Quality and communication team to ensure the consistency of process Knowledge.
Have worked with current LOB and done time and motion study of their process and implemented Lean.
Worked with Quality team, created process to identify fraud and to ensure there is no leakage in the System. Highlighting on revenue leakage.
Done RCA on Backend processes and suggested process/product changes to eliminate backend Dependency and resolve customer query on first contact. (1CR to OCR)
Created the Self-serve frame work for all current processes in CS -Objective is to eliminate the need For customer to talk to CS consultant to have this query/issue resolved.
Flipkart Internet Private Ltd Bangalore, India
Six sigma - Yellow belt certified.
Script based data outputs and results.
SOP Revamps based on business changes and updates.
Acted as a source for data requirement for all the team members worked in (CAPA) corrective actions preventive actions rerouting to concerned departments and provided RCA's.
Adhered to service level TAT's and ensured to achieve the targets that has been defined.
Excelled in managing a team of 2-3 LOB's.
Created an internal website using Google site creation for SOP repository.