Sadaf F

Job Description: Identifies and pursues new business opportunities, building and maintaining lient relationships to drive revenue growth. To conduct market research, develop strategic plans, and collaborate with internal teams to align business objectives. And also negotiate contracts, close deals, and ensure client satisfaction for retention and repeat business. Regularly reporting on progress. Adapt strategies to meet targets and KPIs.

Roles handled and Specialist At:
⦁ Managed a team of business process consultants.
⦁ Redesigned and implemented user documentation for system training within the company.
⦁ Guided efforts to improve sales and marketing in a real and cost-effective way.
⦁ Worked tirelessly to improve the company's overall performance by assessing billing,
workflow, and customer relationship management and productivity.
⦁ Engaging with stakeholders and maintaining strong networks within the industry.
⦁ Researching and identifying new markets and business opportunities.
⦁ Developing and implementing strategic plans to achieve business objectives.
⦁ Lead and conducted in-depth analysis of business performance versus business goals.
⦁ Oversaw design, regulation, and daily management of principal projects.
⦁ Managed and supported business risk and worked to develop and implement strategic
solutions.

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.

Roles handled and Specialist At:
⦁ Navigating and capitalizing on opportunities in emerging markets, honing skills in strategic thinking and quick adaptation.
⦁ Building sustainable relationships and engaging customers by consistently exceeding expectations.
⦁ Raising business visibility on escalations as necessary, ensuring timely and effective resolution.
⦁ Identifying and communicating customer needs to enhance service delivery and satisfaction.
⦁ Developing and implementing marketing strategies to grow and retain the customer base.
⦁ Recommending appropriate actions for suppliers who have committed breaches, ensuring compliance and quality.
⦁ Identifying opportunities with vendors to gain a competitive advantage and deliver added value to both parties.
⦁ Monitoring client inventory shifts for a seamless and hassle-free experience.
⦁ Reviewing inventory details and vehicle specifications, assigning vendors and manpower, and updating prices as needed.
⦁ Finalizing packaging materials, arranging additional services from vendors, and coordinating logistics to ensure safe and timely transportation.

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.

Roles handled and Specialist At:
⦁ Driving process improvement and ensuring effective adoption of tools and policy changes within teams.
⦁ Conducting complex investigative analyses to reach data-driven decisions following established processes and procedures.
⦁ Demonstrating enthusiasm for learning and continuous improvement.
⦁ Analyzing customer feedback to identify patterns in customer interactions and areas for improvement.
⦁ Assisting other department managers by holding training sessions or presentations for their employees.
⦁ Collaborating with management to discuss and implement various training methods and matrices.

⦁ Understanding and working in line with SLAs and KPIs to meet performance standards.
⦁ Demonstrating the ability to multi-task and prioritize workload effectively.
⦁ Greeting and training new employees on customer service tactics that align with the company's brand image.
⦁ Creating instructional documents or manuals for customer service representatives to use
as guides for various situations.
⦁ Developing and delivering PowerPoint presentations for training sessions.
⦁ Establishing and maintaining a routine training schedule for both new and existing employees to uphold customer service standards.

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

Roles handled and Specialist At:
⦁ Specialized in managing service management cases for Flipkart back office operations.
⦁ Coordinated with customers and logistics teams to resolve wrong delivery incidents.
⦁ Addressed and resolved issues related to refunds, including stuck, failed, and canceled transactions.
⦁ Oversaw reverse shipment cases, resolving delays in pickup and canceled returns efficiently.
⦁ Provided exceptional support to Flipkart Plus members, ensuring their concerns were promptly addressed.
⦁ Documented and resolved issues related to invoice downloads, coordinating with relevant departments for timely solutions.
⦁ Managed the usage and resolution of issues concerning gift cards and vouchers, escalating problems as needed.
⦁ Monitored and addressed unethical behavior among field executives (Wishmasters), mitigating negative impacts on organizational sustainability.
⦁ Served as a subject matter expert on customer and seller experiences, offering guidance and support to enhance service quality.

⦁ Maintained comprehensive records of major customer issues, ensuring effective communication with the appropriate departments for resolution.
⦁ Ensured premium/Plus membership customers received top-tier service, addressing their unique needs and concerns.
⦁ Developed and maintained detailed documentation of service management cases, facilitating continuous improvement in service delivery processes.

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.

Roles handled and Specialist At:
⦁ Proficient in providing email and call support to sellers, leveraging policy and process-based solutions to address concerns.
⦁ Serve as the primary escalation point for resolving complex seller issues efficiently.
⦁ Ensure compliance with Flipkart's product return policy and packaging material standards.
⦁ Document and report significant product-related issues faced by sellers to relevant departments for prompt resolution.
⦁ Verify buyer information for orders to prevent fraud and ensure smooth transactions.
⦁ Address and resolve issues related to proof of delivery from warehouses, ensuring accuracy and accountability.
⦁ Manage pickup-related issues, including missed pickups and delays, to ensure timely logistics operations.
⦁ Handle cases involving delays in dispatch, ensuring adherence to turnaround time (TAT) commitments.
⦁ Oversee WFA (Waiting Flipkart Action) cases, coordinating with internal teams to expedite resolution.
⦁ Address vehicle breakdown incidents with third-party logistics (3PL) providers, ensuring minimal disruption.
⦁ Conduct regular compliance checks to ensure adherence to established processes and policies.

⦁ Collaborate with warehouses and third-party vendors to resolve issues fairly and efficiently, ensuring satisfaction for all parties involved.