Rimika Tiwari
Bengaluru
Summary
Dynamic Key Account Executive at Blue Dart Express Ltd. with proven expertise in logistics operations and customer support. Skilled in building Excel dashboards to enhance service metrics and drive process improvements. Adept at leading teams and fostering collaboration, ensuring high customer satisfaction and operational efficiency.
Overview
8
8
years of professional experience
Work History
Key Account Executive
Blue Dart Express Ltd.
Bengaluru
10.2020 - Current
- Address customer inquiries, troubleshoot issues, and provide product or service information efficiently and professionally.
- Built and maintained Excel-based dashboards to track key service metrics such as delivery success rate, average resolution time, and customer satisfaction scores.
- Analyzed trends in customer feedback to identify recurring issues and shared insights with HR and Operations for targeted training and process refinement.
- Collaborated with the HR team to plan and optimize staffing based on workload forecasting and peak-hour analysis.
- Supported the L&D team in scheduling product training and maintaining training participation records.
- Conducted root cause analysis for service failures and implemented corrective actions.
- Drafted SOPs and trained junior team members on process compliance.
- Handled end-to-end customer support operations including order tracking, complaint resolution, and escalations via phone and email.
- Responding promptly, meeting customer needs and expectations, active listening, and empathy for customer concerns.
- Resolving issues and handling customer complaints. Collecting customer feedback to avoid the future issues.
HR & Admin Executive
Embryo Interiors (OPC) Pvt. Ltd.
Bengaluru
06.2020 - 10.2020
- Managed complete employee lifecycle operations including recruitment, onboarding, data management, and exit formalities.
- Created HR dashboards to visualize attrition, headcount, gender diversity, and departmental structure.
- Facilitated induction programs and prepared onboarding kits.
- Addressed employee queries related to HR policies, payroll, and leave.
- Coordinated with vendors for office maintenance and procurement.
- Ensured audit readiness by maintaining compliance records.
- Organized town halls and employee engagement events.
- Administered payroll for [number] employees, ensuring accuracy and timely payment.
- Expense Management.
- Implementation of Policies and Procedures. Performance Management and Payroll, Benefits, Compensation Management.
HR Executive
Cloud Wireless Technologies India Pvt. Ltd.
Bhopal
02.2019 - 02.2020
- Managed the full recruitment lifecycle, including sourcing candidates, conducting interviews, making offers, and onboarding new hires.
- Administered payroll, managing benefits programs, and ensuring compliance with relevant regulations.
- Forecasted hiring needs and sourced candidates through multiple platforms.
- Tracked recruitment metrics such as time-to-fill and source of hire.
- Maintained employee records in HRIS and ensured payroll data accuracy.
- Supported performance management and tracked appraisal submissions.
- Conducted exit interviews and identified attrition trends.
- Led internal communication on HR policies and procedures.
Relationship Associate (Operations)
MAXBUPA HEALTH INSURANCE, Bank of Baroda
Bhopal
12.2017 - 02.2019
- Managed insurance operations including lead tracking, policy processing, and claims support.
- Prepared performance reports and dashboards for HR.
- Handled attendance, payroll, and compliance monitoring for temporary staff.
- Ensured proper documentation for audits.
- Trained new hires on CRM tools and customer service standards.
- Supported training initiatives for new product rollouts. Certifications & Training
- Data Analyst course from PW skills.
Education
MBA - HR & Finance
University of Bhopal
01.2019
BE - Electronics
Rajiv Gandhi Proudyogiki Vishwavidyalaya (RGPV)
Bhopal01.2014
Higher Secondary - 12th, PCM
Chhattisgarh Board of Secondary Education
01.2010
Higher Secondary - 10th
Chhattisgarh Board of Secondary Education
01.2008
Skills
- Logistics operations
- Customer Support
- MS Office/Power point /Excel Proficiency
- Leadership & Teamwork Skills
Timeline
Key Account Executive
Blue Dart Express Ltd.
10.2020 - Current
HR & Admin Executive
Embryo Interiors (OPC) Pvt. Ltd.
06.2020 - 10.2020
HR Executive
Cloud Wireless Technologies India Pvt. Ltd.
02.2019 - 02.2020
Relationship Associate (Operations)
MAXBUPA HEALTH INSURANCE, Bank of Baroda
12.2017 - 02.2019
MBA - HR & Finance
University of Bhopal
BE - Electronics
Rajiv Gandhi Proudyogiki Vishwavidyalaya (RGPV)
Higher Secondary - 12th, PCM
Chhattisgarh Board of Secondary Education
Higher Secondary - 10th
Chhattisgarh Board of Secondary Education
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