Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rushikesh More

Navi Mumbai

Summary

Experienced supply chain and customer service professional with a strong track record in training teams, managing post-delivery shipment disputes, and overseeing returns operations across multiple business verticals, including JME, JMD, RD.IN, Institutional Billing, and FOFO Stores. Adept at liaising with carriers and cross-functional teams to resolve transportation and storage issues, reduce complaint volumes, and expedite returns processing to ensure timely customer refunds. Skilled in data-driven analysis to identify trends, drive process improvements, and minimize operational costs. Proven ability to handle high-impact escalations from senior management and social media, ensuring swift resolution and enhanced customer satisfaction. Recognized for collaboration with security teams to investigate root causes and implement corrective actions, while maintaining system hygiene through ongoing training and development programs. Strong focus on delivering quality customer support, managing pan-India complaint resolution, and supporting cross-functional initiatives to elevate overall service standards.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Supply chain Executive

Reliance retail
Ghansoli
07.2024 - Current
  • Trained team members on best practices in supply chain operations and management.
  • Resolved issues arising during transportation and storage by liaising with carriers and other relevant parties.
  • Returns Process Management: Responsible for overseeing returns operations for JMD, JME, and RD.IN business units, ensuring strict adherence to established processes and policies.
  • System hygiene and process improvement: Conduct training sessions and development programs to ensure system hygiene and adherence to standardized return processes.
  • Return Pendency Management: Focus on reducing return pendency for Post Goods Receipt (PGR) processing to expedite customer refunds and minimize escalations. Implement strategies to expedite the processing of returns, and reduce the overall turnaround time.
  • Responsible for managing and resolving all post-delivery shipment disputes across verticals, including JME, JMD, RD.IN, Institutional Billing, and FOFO Stores Billing. This includes identifying discrepancies, coordinating with internal departments (Logistics), and ensuring timely resolution through credit/debit note issuance. Also responsible for maintaining dispute records, generating MIS reports, and driving process improvements to reduce recurring issues.
  • Managed high-impact supply chain escalations from the CEO, top management, social media, and customer channels, ensuring swift and satisfactory resolution through cross-functional coordination.
  • Coordinated with courier partners to investigate delivery-related issues, ensured timely dispute closures, and secured acknowledgment from couriers to enable prompt insurance claims processing by the DC team.
  • Reviewed packing footage from the DC team to identify gaps, improve packaging quality, and reduce shipment disputes, and customer complaints.
  • Collaborated with the SLP (Security & Loss Prevention) team to conduct detailed investigations, identify root causes or culprits, and drive corrective actions to reduce recurring complaints.
  • Analyzed data trends to identify high-complaint areas, implement targeted improvements, and drive a reduction in complaints and associated operational costs.

Senior Executive

Reliance retail
Ghansoli
05.2021 - 06.2024
  • Coordinated cross-functional teams to streamline processes and improve efficiencies.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Successfully handled customer complaints across Pan India, with a strong focus on resolution and satisfaction.
  • Addressed issues related to product repairs and PMS (Product Maintenance Services), maintaining service quality standards.
  • Supported social media and legal teams, reflecting cross-functional adaptability.
  • Took charge of pan-India complaint management for Reliance Digital, enhancing customer experience.
  • Recognized as Employee of the Month (May 2023) for consistent performance and contribution to team success.

Customer Care Executive

Tech Mahindra
Ghansoli
03.2018 - 09.2019
  • Utilized CRM systems to track customer interactions and feedback.
  • Analyzed customer feedback to identify trends and areas for improvement.
  • Collaborated with other departments on cross-functional projects impacting the customer experience.
  • Managed inbound and outbound customer service calls, ensuring high-quality support.
  • Handled high volumes of inbound customer service calls, specializing in escalated queries.
  • Conducted on-the-job training (OJT) sessions for newly hired batches.
  • Delivered efficient and courteous customer support, ensuring issue resolution and satisfaction.

Education

B.com -

Sushiladevi College
Airoli
05-2021

MBA -

Welingkar University
Mumbai

Skills

  • Customer experience
  • Data analysis
  • Process improvement
  • Team leadership

Certification

  • Recognized as Employee of the Month (May 2023) for consistent performance and contribution to team success

Timeline

Senior Supply chain Executive

Reliance retail
07.2024 - Current

Senior Executive

Reliance retail
05.2021 - 06.2024

Customer Care Executive

Tech Mahindra
03.2018 - 09.2019

B.com -

Sushiladevi College

MBA -

Welingkar University

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