Ritu Kunar
Gurugram
Summary
Highly accomplished Business Operations and Customer Services Manager with a distinguished 17+ years career across industries. Skilled in overseeing customer master data, order flow, delivery processes, backorders, and goods return while consistently ensuring exceptional customer satisfaction. Proven track record of facilitating sales events, generating sales-related reports, and implementing customer service procedures and systems.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Kering Eyewear India Pvt. Ltd.
02.2019 - Current
- Played a key role in establishing customer service operations and sales support for the organization post the business launch in India
- Customer service operations encompass the entire lifecycle including customer master data creation and maintenance, order management, delivery management and customer management
- Developed and implemented a comprehensive framework for customer management in a B2B business model, fostering stronger client relationships, enhancing engagement, and driving long-term partnerships and customer retention
- Designed and implemented a streamlined after-sales process by establishing clear protocols for handling customer inquiries, complaints, and product-related issues, leading to improved customer satisfaction and loyalty
- Facilitate sales events such as Buying Days, brand/product presentations, and customer visits by driving organizational preparation
- Single-handedly manage and oversee trade operations for distributors in SAARC nations, including order processing, delivery coordination, and invoicing
- Implemented governance processes that significantly reduced product return rates, mitigating negative impacts on sales and improving overall customer satisfaction
- Leveraged my skills to build a highly scalable process that was initially implemented when the organization achieved sales of 1x in year one, and now efficiently supports over 5x in annual sales
- Established and lead the process for managing customized reports for clients across India, ensuring tailored regional needs are met, with reports generated for both internal departments and external clients MIS
- As a service operations leader, continuously identify process improvements to enhance the ecosystem's robustness and transparency while eliminating manual tasks
- Key Account management – Titan;
- Implementation of new tools, training all the departments
- Operational framework for customer onboarding
- Understanding nature of different businesses – Shopper stop
- Forecasting and inventory planning
- Audit – Being audit ready
Deputy Manager
Luxottica India Eyewear Pvt. Ltd.
Gurugram
10.2010 - 01.2019
- Managed aftersales centralized service operations, including product complaint handling, spare parts procurement, and quality control
- Established regional service setups, designed operating visions, and optimized business processes for value-added service commitments
- Upgraded digital service processes to improve operational efficiency and customer experience
- Managed spare planning, procurement, and quality assurance processes to ensure timely replenishment and efficient complaint closures
- Developed SOPs for team- handling product complaints, spare orders, and analytics to enhance customer experience
Officer CRM
Videocon Industries Ltd.
06.2009 - 09.2010
Executive – CRM
IFB Industries Limited
01.2008 - 05.2009
Education
Post Graduate Diploma - Information Management
Xavier's Institute of Social Service
Ranchi, Jharkhand05.2007
Bachelor of Science - Specialization in Geology Hons.
Ranchi University
Ranchi, Jharkhand05.2005
Skills
- Proficient in SAP ERP
- Salesforce CRM
- Microsoft Office Suite
- Dynamics 365
- Strong communication skills
- Interpersonal skills
- Detail-oriented
- Focus on accuracy
- Focus on quality
- Ability to thrive in a fast-paced environment
- Ability to thrive in a dynamic environment
- Strategic thinker
- Problem-solving abilities
Key Areas Of Impact
- Centralized Service Setup
- Process Governance
- Quality Analysis & Control
- Digitalization Process Development
- Spare Planning & Procurement
- Contact Centre Management
- Key Customer Handling
- Sourcing Operations
- Customer Master Data Management
- Order Flow Management
- Delivery Coordination
- Backorder Management
- Goods Returns Processing
- Customer Relationship Management
- Sales Event Support
- Reporting and Analysis
- Procedure and Process Enhancement
- Project Participation
Languages
Bengali
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
References
References available upon request.
Timeline
Customer Service Manager
Kering Eyewear India Pvt. Ltd.
02.2019 - Current
Deputy Manager
Luxottica India Eyewear Pvt. Ltd.
10.2010 - 01.2019
Officer CRM
Videocon Industries Ltd.
06.2009 - 09.2010
Executive – CRM
IFB Industries Limited
01.2008 - 05.2009
Post Graduate Diploma - Information Management
Xavier's Institute of Social Service
Bachelor of Science - Specialization in Geology Hons.
Ranchi University
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