Sadaf Bukhari

Job Description - To Sustain a healthy and profitable environment for the business by building beneficial relationships between vendor and customer via making judgemental calls to analyze facts and achieve the most accurate suitable resolution to the customers. Attention to detail for implementing new profitable strategies to grow the customer base and strengthen with upcoming market trends.

Specialist at:

• Navigating and capitalizing on opportunities in emerging markets, which has honed my skills in adapting quickly to new environments and thinking strategically.
• Building sustainable relationships and engaging customers by going the extra mile.
• Raise business visibility on escalations as necessary.
• Identifying and communicating customer needs.
• Developing and implementing marketing strategies to grow the customer base.
• Recommend appropriate remedies that can be taken with suppliers that may have committed breaches.
• Identify opportunities with vendors to gain a competitive advantage and deliver added value to both parties.
• Identify, monitor and analyze benefits.

Responsibilities handled:

• Monitoring client’s inventory shifting is hassle-free.
• Helping out in grievance cases to resolve the damages and losses during shifting.
• Review the inventory details and vehicle specifications with the clients, determine the CFT of the load, assign vendors and manpower with a detailed inventory list, and update the price if changes are made
• Finalizing packaging material, and carton boxes based on the load requirement to ensure safe transportation.
• Check if any additional services are needed and arrange if from the vendor.
• Check out vehicle size, parking details, time restriction and accordingly schedule the movement.
• Share vendor details with customers and verify source and destination locations.
• Resolver Groups, internal teams and liaises with other departments to resolve Vendors issues

Job Description - Exposure of the company’s product line and service operations to the newly onboarded employees and Facilitating on-job coaching, developing educational material, and organizing training sessions. Deploying new training techniques and making entreaty learning structures to the sessions to maximize the benefit of training sessions for both new and existing employees.

Specialist At:

• Ability to drive process improvement.
• Conducting complex investigation analysis to reach data driven decisions following established processes and procedures
• Enthusiasm for learning.
• Filtering through customer feedback to determine patterns in customer interactions with customer service personnel that they need to improve
• Helping other department managers by holding training sessions or presentations for their employees
• Work with management to discuss and implement various training methods and matrixes.
• Able to understand and work in line with SLA’s and KPIs
• Ability to multi-task and prioritize own workload

Responsibilities handled

• Greeting new employees and training them about customer service tactics that align with the company's brand image
• Creating instructional documents or manuals for customer service representatives to reference as a guide for different situations
• Creating PowerPoint presentations ahead of training sessions
• Drives process changes effectively in team, ensures process compliance and adoption of tools, changes in policy.
• Creating a routine training schedule for both new and existing employees to maintain and improve customer service standards or practices
• Conducting group or individual training sessions based on performance and customer feedback
• Effectively drive process changes in teams and ensure process adherence
• Developing Standardized and organized training modules, Knowledge check and assessments on real time basis.
• Conducting on-the-job training for new hires till certification.
• Certifying the employees' post completing the training.
• Keep a record of who has completed training and when.

Job Description - Specialist in handling service management cases for Flipkart's back office. Taking ownership of emerging issues that impact the customer's satisfaction, drive resolution, and recommend ways to prevent similar issues in the future. Adhere to Service level agreement (SLA) deadlines in resolving customer complaints quickly and effectively.

Specialist At:

• Wrong delivery
• Reverse shipment
• Refund stuck, failed, and cancelled
• Premium/ Plus membership
• Invoice download
• Gift cards and voucher usage
• Monitoring field executive behavior
• Gaming rewards

Responsibilities handled

• Specialist in handling service management cases for Flipkart back office.
• Worked on wrong delivery cases with customers and logistics.
• Issue resolving for Flipkart plus members.
• Well-experienced in resolving the refund failed and refund cancelled cases.
• Handling the reverse shipment cases such as delay in pickup, pickup done return cancelled.
• Documenting any major problems customers are facing regarding invoice download, Gift cards and vouchers not redeemed and reporting it to the concerned department
• Addressing Wishmaster ( field executive ) unethical behavior and immoral activity to eliminate the negative impact on the sustainability of an organization in direct and indirect ways.
• Act as a subject matter expert for the customer and seller experience

Job Description - As a member of Flipkart's seller support team, I was tasked with the important responsibility of documenting all interactions with selling partners for orders and logistics queries, following standard operating procedures in my role in operations for seller support.

Specialist At

• Flipkart product Return policy.
• Flipkart Packaging material.
• Proof of delivery from warehouse.
• Buyer Verification for orders.
• Pickup not done.
• Delay in dispatch.
• TAT breach cases.
• WFA Cases (Waiting Flipkart action).
• Vehicle breakdown with 3PL.
• Third party logistics cases.

Responsibilities handled

• Skilled in providing email and call support to sellers, using policy and process-based solutions.
• Resolve seller issues and act as a point of escalation for seller issues
• Documenting major problems that sellers are facing with their products in large numbers and reporting them to the relevant department. This ensures that any issues are addressed promptly and efficiently, and that sellers are able to provide their customers with the best possible
• Compliance checks on a regular basis to gauge adherence to the process and policy.
• Dedicated to working with warehouses and third-party vendors to ensure that any issues are resolved fairly and efficiently and that all parties involved are satisfied with the outcome.