Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pramay Goswami

Gurgaon

Summary

Dynamic and results-oriented professional with extensive experience in customer service, team leadership, and process enhancement across diverse industries. Adept at problem-solving and adept in driving operational efficiency through innovative solutions. Proven track record in team management, vendor collaboration, procurement, and inter-team coordination. Skilled in training and development, with a passion for fostering talent and facilitating growth. Excel in fast-paced environments, consistently delivering exceptional results while maintaining a customer-centric approach. Seeking to leverage expertise to drive organizational success and exceed business objectives.

Overview

12
12
years of professional experience

Work History

Assistant Manager (Procurement)

Blinkit
04.2022 - Current
  • Taking care of non-saleable item procurement for fulfillment centers and dark stores.
  • Validation of the received requirements and process for procurement.
  • Responsible for providing monthly budget provisions for procurement.
  • Managing Approvals, ERP, and PO creation follow-ups for timely order placement for the items.
  • Coordinating with the vendor to ensure timely delivery.
  • Responsible for managing all the stocks as per requirements and forecasts.
  • Handling escalations from FC and DS.
  • Responsible for generating the new Item IDs, vendor registration, mapping, and GRN for all the Fulfillment center and Dark store on the PAN India level.
  • Taking care of GRN and timely payment processing for vendors.

Senior Team Lead (Customer service)

Blinkit
01.2022 - 04.2022
  • Managing and mentoring a Team of 30 staff within the Gurgaon headquarter
  • Responsible for managing 3 LOBs (Inbound & Call me now and Email)
  • Monitor all the SLA on daily basis, finding the opportunities to improve the team performance
  • Publishing Performance Evaluation Report to all the Stakeholders/Sr
  • Management
  • Coordinating with different teams (Training
  • Quality) to improve the process flow
  • Managing all the bills related to the tools and licenses used by the team
  • Working with Facility & Procurement Team to manage Packaging material distribution for PAN India Stores

Area Manager (Rider Management)

Swiggy
06.2021 - 01.2022
  • Managing and mentoring a Team of 25 staff within the north region
  • Responsible for managing 11 cities Delivery Executive`s queries & complaints
  • Taking care of voice and nonvoice (Email) processes
  • Managing MD/social escalations where delivery partners are involved
  • Coordinating delivery partners to arrange the delivery within the given ETA
  • Assuring that team manages to attend all the Delivery Executive`s queries & complaints within the given TAT
  • Constantly analyzing the data to improve the DE`s CSAT
  • Coordinating with various teams to improve the process and to arrange the resolution on priority
  • Responsible for releasing the performance dashboard
  • Assuring all the processes running as per BAU.

Team Lead (Adhoc)

Healthkart
09.2014 - 05.2021
  • Managing and mentoring a Team of 15 staff within the Gurgaon headquarter
  • Taking care of the Net Promoter Score Process
  • Sharing the Feedback/Complainant to the relevant department to improve the services
  • Assuring that shared Feedback/Complaint from customers has to be rectified and help to improve NPS further by coordinating the different teams
  • Taking care of the Refer & Earn Program
  • Assuring that complainant-related rewards should be dealt on immediate basis
  • Taking care of the NDR Process
  • Coordinating with customers and logistics for a smoother delivery basis on customer`s remarks
  • Taking care of RPU, QC, by coordinating with the order fulfillment and logistics team
  • Arranging delivery within the given time by coordinating with the logistics team
  • Timely coordination with the Finance team to process online refund/NEFT refunds
  • Taking care of the order processing team at warehouse level to assure order fulfillment
  • Taking care of the team which handles all the query complaints via email or social platforms
  • Focusing on the customer experience and compliance.
  • Recording, analyzing, and distributing statically information and also monitoring the performance of the team
  • Determining training needs, if needed, arranging the training for all untrained team members if required
  • Compile all the data together and publish the daily reports to the different stakeholders with areas of improvement on a daily basis
  • Responsible for publishing the dashboard at the end of the week/month
  • Addressing all the operational issues raised by the team, and reporting to the management.

Sr. Executive (Vendor management and customer serv

Tradus.com
07.2013 - 09.2014
  • Tradus.com) Executive seller on board and NDR, Handling a Team of 4 members for delivery confirmation/seller onboarding
  • Handling seller`s query by reverting on mail
  • Adding sellers for the organization by fetching details online
  • Helping sellers with the onboarding process
  • Helping sellers with seller panel, order process, and other training
  • Processing all the documents of sellers for legal agreements
  • Coordinating with courier partner for non-delivered orders
  • Assigning data
  • Monitor team throughout the day for the best possible output
  • Preparing MIS
  • Handling escalations (If any)
  • Ensuring the delivery by coordination with the courier as per the customer's output
  • Responsible for team performance.

Executive (Customer service)

AEGIS Pvt Ltd
01.2012 - 10.2012
  • Accomplishing given tasks on time
  • Solution for customers' all kinds of queries over the call
  • Handling every complaint & request keeping quality & service as a priority
  • Coordinating various teams to provide the best possible resolution for the customers.

Education

10th -

Vinayak Public school

12th - Commerce

DAV Sr. Sec. school

B. Com -

EIILM UNIVERSITY

MBA - Finance

Shobhit University
Meerut, India
08.2014

Skills

  • Product and service knowledge
  • Cost Reduction
  • Operations Management
  • Staff Training and Development
  • Workload Management
  • Customer Relationship Management (CRM)
  • Project Management
  • Budgeting and finance
  • Process Improvement
  • Project Planning

Timeline

Assistant Manager (Procurement)

Blinkit
04.2022 - Current

Senior Team Lead (Customer service)

Blinkit
01.2022 - 04.2022

Area Manager (Rider Management)

Swiggy
06.2021 - 01.2022

Team Lead (Adhoc)

Healthkart
09.2014 - 05.2021

Sr. Executive (Vendor management and customer serv

Tradus.com
07.2013 - 09.2014

Executive (Customer service)

AEGIS Pvt Ltd
01.2012 - 10.2012

10th -

Vinayak Public school

12th - Commerce

DAV Sr. Sec. school

B. Com -

EIILM UNIVERSITY

MBA - Finance

Shobhit University

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Pramay Goswami