Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Personal Information
Disclaimer
Timeline
Generic
S Praveen Kumar

S Praveen Kumar

Sharjah

Summary

Dynamic leader with a proven track record at Flipkart.com India, enhancing customer satisfaction and boosting eCommerce sales by 25%. Skilled in stakeholder management and project execution, I excel in driving continuous improvement initiatives and fostering team collaboration. My analytical mindset and customer-centric approach consistently deliver exceptional results.

Overview

19
19
years of professional experience

Work History

Lead -Customer Experience

Flipkart.com India
01.2015 - Current
  • Managed Ekart and Myntra operations across 37 hubs in Chennai & suburbs, overseeing a team of 1,800+ members and handling daily volumes of 75,000 to 130,000 orders efficiently
  • Assessed customer needs to build strong, productive relationships and consistently maintain high levels of satisfaction
  • Communicated with customer service and Hub teams to improve productivity and service ratings
  • Monitored logistics performance and identified improvement opportunities
  • Engaged in coordinating and managing all facets of training, including induction, process-specific, and new project training (from CENTRAL L&D)
  • Overseeing on-the-job training, Train-the-Trainer (TTT), Safety (POSH), and career development programs like FLIPAHEAD and F-CAT
  • Responsible for motivation training and ensuring timely assessment completion
  • Driving continuous learning initiatives and refresher training for PREXO, SMART-PICKUP, and BYOD updates across 33 Flipkart Delivery Hubs (LM & FM) in Chennai & TN, focusing on quality and productivity
  • Responsible for hub hygiene, cash, process, and call bridge audits, providing feedback to Team Leaders, Hub Managers, and AMs/RMs
  • Piloting new projects based on data analysis, refining them with the program team, and expanding across stations to achieve adoption targets
  • Successfully implemented three key projects (NPS Improvement, Fake, Prajna Project) across the Chennai region within the timeline, gaining trust from teams and the reporting manager, leading to a promotion from CEC to LeadCEC during the 2023 to 2024 PMS cycle
  • Skilled in stakeholder management, project management, dynamic data handling, documentation, and root cause analysis
  • Boosted eCommerce sales by 25% through targeted digital marketing strategies and optimizing product listings
  • Managed sales across multiple eCommerce platforms (Amazon, Flipkart, Myntra), ensuring product visibility and timely order fulfillment
  • Improved customer satisfaction scores by implementing enhanced communication and streamlined support processes

Associate Manager Sales & Logistics

Amazon.in Seller, Ezeekart Retail
Chennai
01.2012 - 01.2015
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Proposed or approved modifications to project plans.
  • Assigned work and monitored performance of project personnel.
  • Collaborated with senior management to develop annual operational plans.
  • Conducted regular performance reviews with direct reports.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Developed and implemented strategies to ensure cost-efficient operations.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Implemented quality control measures to uphold company standards.
  • Identified opportunities for process improvements and increased efficiency.
  • Maintained accurate records of employee attendance and payroll information.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Ensured compliance with company regulations, laws, and safety standards.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Tracked project milestones and communicated updates to stakeholders.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Resolved conflicts between employees or customers in a professional manner.
  • Handled responsibilities successfully in manager's absence.
  • Analyzed financial data to identify trends and areas for improvement.
  • Oversaw inventory levels, making adjustments as needed based on sales trends.
  • Managed daily workflow of team members to meet organizational goals.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Created monthly reports outlining progress on key initiatives.
  • Created and managed budgets for travel, training, and team-building activities.
  • Monitored customer complaints and provided timely solutions to improve customer experience.
  • Implemented customer service standards across all departments in the organization.
  • Evaluated performance of team members and provided consistent coaching to improve skills.
  • Provided guidance on complex projects ensuring deadlines were met.
  • Delegated work to staff, setting priorities and goals.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Analyzed business performance data and forecasted business results for upper management.
  • Created presentations summarizing quarterly results for senior leadership teams.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Operated equipment and machinery according to safety guidelines.
  • Managed household errands and other essential duties.
  • Managed inventory and supplies to ensure materials were available when needed.
  • Completed routine maintenance and repair.
  • Operated a variety of machinery and tools safely and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Updated and maintained databases with current information.
  • Worked effectively in team environments to make the workplace more productive.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Identified needs of customers promptly and efficiently.

Administration - Key Account Executive

NAC- New Advantage Corporation USA
Chennai
01.2010 - 01.2012
  • Developed and implemented strategic plans to maintain and grow key accounts, enhancing customer satisfaction and loyalty.
  • Collaborated with cross-functional teams to ensure the delivery of high-quality solutions tailored to client needs.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Managed key account portfolios by tracking performance metrics such as revenue growth and customer engagement levels.
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
  • Established and maintained strong relationships with decision-makers and influence within key accounts.

CUSTOMER SERVICE EXECUTIVE

AMWAY INDIA PVT LTD
01.2008 - 01.2010
  • Utilized multiple calls' to support efficiently to assist ABO's (Amway business owner)
  • Responded to customer inquiries and requests and resolved issues efficiently and professionally
  • Organize workflow according to workload to meet delivery schedule and to complete tasks
  • Strive for one-call resolution of customer issues

CUSTOMER SERVICE EXECUTIVE

GE MONEY FIANCE PVT LTD
01.2006 - 01.2008
  • Calling the existing Customer and Selling Credit card's & loan's
  • Track quality of all processes through analysis of recorded data
  • Assist in creation of efficient processes through hands-on development and training
  • Provide effective and timely resolution to customers with inquiries

Education

Bachelor of Computer Applications -

Tamil Nadu University
Chennai, Tamil Nadu, India
01.2008

Skills

  • Stakeholder Management
  • Project Management
  • Dynamic Data Handling
  • Documentation
  • Root Cause Analysis
  • Negotiation
  • Presentation skills
  • Team Building
  • Succession planning
  • Change Management
  • Customer Centric Approach
  • Problem-solving
  • Analytical and critical thinking
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Access
  • Microsoft PowerPoint
  • Microsoft Outlook Express
  • Decision-making

Accomplishments

  • 100% trained manpower
  • 100% customer metrics in the Chennai region
  • 100% safety is maintained during Big Billion Days sales
  • Extended support to operations during Big Billion Days

Languages

  • English
  • Tamil
  • Telugu
  • Hindi

Personal Information

  • Father's Name: S Prasad
  • Date of Birth: 11/22/86
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

Disclaimer

I hereby declare that the information furnished above is authentic and correct to the best of my knowledge.

Timeline

Lead -Customer Experience

Flipkart.com India
01.2015 - Current

Associate Manager Sales & Logistics

Amazon.in Seller, Ezeekart Retail
01.2012 - 01.2015

Administration - Key Account Executive

NAC- New Advantage Corporation USA
01.2010 - 01.2012

CUSTOMER SERVICE EXECUTIVE

AMWAY INDIA PVT LTD
01.2008 - 01.2010

CUSTOMER SERVICE EXECUTIVE

GE MONEY FIANCE PVT LTD
01.2006 - 01.2008

Bachelor of Computer Applications -

Tamil Nadu University

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