Sahil
Delhi
Summary
Dynamic Team Leader with proven success at Flipkart, driving a 20% YOY growth in GMV for the Men’s Footwear category. Expert in e-commerce strategy and data-driven decision-making, I excel in team management and problem-solving, consistently enhancing seller efficiency and campaign ROI through innovative approaches.
Overview
8
8
years of professional experience
Work History
Team Leader
Flipkart
12.2021 - Current
- Spearheaded the end-to-end management of the Tail and Torso Men’s Footwear category contributing to a yearly GMV of 1000 Cr and achieving a 20% YOY growth in GMV
- Leading a 14+ member team; improved delivery speed and seller efficiency by increasing Flipkart fulfilled orders.
- Executed Pricing strategies and deals, increasing visibility and conversions, Executed Video commerce for the category.
- Worked on bridging the gap between competition selection and pricing. Scaled the Men’s Footwear category resulting in an incremental 2 Cr. GMV per month.
- Selling and renewing Ads sales campaigns to enhance brand visibility and ensure achievement of sales target.
- Plan and execute end-to-end marketing campaigns. Track & analyse campaigns to optimize ROI, Runs google Ads campaigns.
- Utilize analytics to drive decisions, optimize campaigns, and enhance marketplace performance.
- Team Management- Monitoring, Guiding, Motivating and coaching of the associates for their growth.
Quality Specialist
Max life Insurance Process
10.2019 - 11.2021
- Manage Quality Team for day to day Activity.
- Ensure to achieve BAU calls audit target.
- Ensure QC team share constructive feedback based upon RCA and CAPA.
- Prepare and share quality dashboards.
- Establish, update and maintain logs and Ad-HOC reports.
- Identify Bottom Quartile agents and prepare training plan.
- Coordinate with training and Operations team for smooth function.
- Prepare and share Quality MBR with internal and external stakeholders.
- Take Appropriate Follow up actions items on MBR MOM points.
- Schedule Call Calibration and Mock call with counterpart for QC, Trainer and Ops TLs at planned intervals.
- Identify Process Improvement areas and initiate process improvement activities.
- Work closely with the client on NPS (Net Promoter Score) for RNPS and TNPS.
- Identify detractor bases NPS data.
- Take appropriate action to improve NPS score.
- Quality MIS maintenance and analyse for process improvement initiatives.
- Ensure an internal QC calibration at planned intervals.
- Motivate top performers while conducting Quality R&R with the rolling trophy, goodies and certification.
- Established, Updated and Maintained the SOPs for new updates new guidelines and procedure for smooth functioning.
Customer Care Executive
Paytm Payments Bank
12.2017 - 09.2019
- Take inbound calls related to Paytm Payments Bank.
- Informed about the new cashback offers.
- Resolve queries of the customer regarding Paytm Payments Bank opening related Issues.
- Receive inbound calls from customers regarding their Paytm Payments Bank transaction limits and cashback issues.
- Work on Salesforce to raise customer tickets regarding their issues.
- Work in Escalation desk to take escalation calls.
- Always met the ACHT targets.
- Always maintaining the quality score above 95%.
Education
MBA - Marketing and Finance
Subharti University
Meerut01-2024
Graduation -
Delhi University
01-2018
12th -
CBSE Board
Delhi01-2015
10th -
CBSE Board
Delhi01-2013
Skills
- E-Commerce Management & strategy
- Negotiations
- Data-driven Approach
- MS Excel & PowerPoint
- Business Development
- Pivot table
- Google sheets
- Google docs
- Creative & Innovative
- Quick Learner
- Team Management
- Proactive Approach
- Problem Solving Skill
- Leadership Skill
- Customer Service Skill
- Ecommerce Management Skills
- Seller Handling Skill
- Continuous Learning
- Positive Attitude
- Initiative and Self Motivated
Personal Information
- Date of Birth: 06/10/98
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
- Hindi
- English
Hobbies and Interests
- Listening songs
- Watching movies
Disclaimer
Hereby I declare that the above information is true to the best of my knowledge. If given chance, I will try my best to come true to your aspirations.
Overall Achievements
- Promoted as a Quality Senior Executive within 2 Year of joining via cracking the IJP.
- Promoted as a Team Leader via cracking the IJP.
- I have changed 4 positions (Executive / Senior Executive Quality/Quality Specialist/Team Leader) within Startek in the working duration of 7 years.
- Achieve 4 times Best Quality Analyst of the Process of the Quarter.
- Achieve Best supporting Staff position at the time of process transition.
- Achieve 3 Certificates for Best Team Leader.
- Achieve A+ Excellent rating in appraisals.
Timeline
Team Leader
Flipkart
12.2021 - Current
Quality Specialist
Max life Insurance Process
10.2019 - 11.2021
Customer Care Executive
Paytm Payments Bank
12.2017 - 09.2019
MBA - Marketing and Finance
Subharti University
Graduation -
Delhi University
12th -
CBSE Board
10th -
CBSE Board