Sehimon Salam
Operations Leader | Global Order Management & Supply Chain Specialist
Bangalore
Summary
Operations leader with proven success in order management and global trade operations. Expertise in driving operational excellence, reducing turnaround times, and improving KPIs to enhance revenue and customer satisfaction. Strong leadership in team management and overseas trade coordination, implementing process improvements that boost productivity and profitability. Seeking a managerial role to utilize operational skills and leadership capabilities for organizational growth.
Overview
15
15
years of professional experience
1
1
Certification
5
5
Language
Work History
Order Fulfillment Specialist
Element 14 India Pvt Ltd
08.2021 - Current
- Manage the end-to-end order lifecycle, including quote preparation, order processing, tracking, backlog management, invoicing, returns, and discrepancy resolution.
- Act as a key liaison between Sales, Warehouse, Finance, and Customers to ensure the smooth execution of domestic and international (overseas) trade orders.
- Handle export and cross-border transactions, ensuring compliance with trade regulations, documentation accuracy, and timely delivery coordination.
- Support overseas customers and global sales teams with pricing, availability, shipment tracking, and escalation management.
- Lead and coordinate daily operational activities within the team to ensure order accuracy, reduced response time, and improved customer satisfaction.
- Assist in training and guiding new team members on order management systems, SOPs, and customer handling best practices.
- Identify process gaps, and actively participate in continuous improvement initiatives to enhance KPIs such as response time, order accuracy, and backlog reduction.
- Resolve customer credit issues, pricing discrepancies, and claims in accordance with company policies and consumer laws.
- Maintain accurate electronic records and documentation for audit and compliance purposes.
- Consistently ensure high service standards, strengthen long-term customer relationships, and support revenue growth.
- Maintained detailed records of order activity, providing valuable insights into trends that informed future business decisions and strategies.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Coordinated with sales representatives to address any special requests or modifications to orders, ensuring customer satisfaction at every stage of the process.
- Trained new employees on all aspects of the order fulfillment process, fostering a knowledgeable workforce capable of handling increased workload during peak seasons.
- Followed orders precisely for correct items, sizes and quantities.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
- Pulled orders quickly to maintain demanding productivity goals.
- Collaborated with warehouse team to maintain optimal stock levels, reducing backorders and improving delivery times.
- Supported cross-functional initiatives, working closely with other departments to address order-related issues and ensure a seamless customer experience.
- Planned and scheduled projects and directly performed installations.
Assistant Manager (Operations)
Golden Chariot Technologies Pvt Ltd
02.2016 - 10.2020
- Manage a team of 120 associates and 6 team leads, meeting the SLAs on a regular basis and at the given time.
- Adhering to the SOPs and handling client escalations, manage team performance, create leave rosters and planners to fulfill the requirements, and create and send hourly, daily, weekly, and monthly reports to management and clients.
- Conduct huddles for associates on a daily basis, and help them improve their performance.
- Conduct reviews. Achieving set sales targets.
- Maintaining the quality of the associates, assisting them in improving their quality scores, and developing their skill set.
- Provide training as needed, when necessary. Floor and people management.
- Recruitment of candidates for the process, Training Planner, Staffing, OJT, and Orientation.
- WBR, MBR, and QBR deck management, MIS, and reporting (banking and insurance domain – sales oriented).
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Enhanced operational efficiency by streamlining processes and implementing new systems.
- Conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
- Oversaw facility maintenance tasks to ensure a safe, clean, and well-functioning workplace for employees and customers alike.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Assisted in recruiting, hiring and training of team members.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Senior Team Leader (Operations)
Accurapp Pvt Ltd
02.2014 - 01.2016
- Manage a team of 40 associates and 2 team leads, meeting the SLAs on a regular basis and at the given time.
- Adhering to the SOPs and handling client escalations, manage team performance, create leave rosters and planners to fulfill the requirements, and create and send hourly, daily, weekly, and monthly reports to management and clients.
- Conduct huddles for associates on a daily basis, and help them improve their performance.
- Conduct reviews. Achieving set sales targets.
- Maintaining the quality of the associates, assisting them in improving their quality scores, and developing their skill set.
- Provide training as needed, when necessary. Floor and people management.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Discovered training needs and provided coaching.
- Promoted a collaborative work environment, encouraging open communication among team members for better problem-solving abilities.
- Spearheaded process improvements, identifying bottlenecks and implementing effective solutions for increased efficiency.
- Managed high-performing teams to deliver exceptional results on time and within budget constraints.
- Achieved customer satisfaction targets consistently by ensuring timely delivery of high-quality products or services according to specifications.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Team Leader (Operations)
Accurapp Pvt Ltd
09.2012 - 01.2014
- Manage a team of 20 associates, meeting the SLAs on a regular basis and at the given time.
- Adhering to the FAQs and handling client escalations, manage team performance, create leave rosters and planners to fulfill the requirements, and create and send hourly, daily, weekly, and monthly reports to management and clients.
- Conduct huddles for associates on a daily basis, and help them improve their performance.
- Conduct reviews.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Assisted in recruitment to build team of top performers.
Customer Support Executive (Inbound & Outbound)
Accurapp Pvt Ltd
02.2011 - 08.2012
- Handling inbound calls from the US and providing resolution for customer queries.
- Manage escalation calls, and raise tickets for unresolved queries.
- Make outbound calls for verification, and complete customer support.
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Achieved company growth by implementing strategic marketing plans and business development initiatives.
Education
BE - Visvesvaraya Technological University (VTU)
East Point Group of Institutions
Bangalore 2013
PUC (+2) - Computer Science
LM Higher Secondary School
Kerala 04.2001 -
SSLC -
SDV Higher Secondary School
Kerala 04.2001 -
Skills
Microsoft Office and internet proficiency
E-commerce Selling experience
Excel data analysis
Time management, Workload prioritization
Self motivation, Quality control, Adaptability
Excellent communication, Relationship building
Exceptional time management skills
Critical thinking, Active listening
Team coordination, Team building
Product organization
Analytical skills
Video editing and digital marketing
Certification
Six Sigma Yellow Belt certificate
DECLARATION
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars
Place: Bangalore. Date
Timeline
Six Sigma Yellow Belt certificate
12-2025
Order Fulfillment Specialist
Element 14 India Pvt Ltd
08.2021 - Current
Assistant Manager (Operations)
Golden Chariot Technologies Pvt Ltd
02.2016 - 10.2020
Senior Team Leader (Operations)
Accurapp Pvt Ltd
02.2014 - 01.2016
Team Leader (Operations)
Accurapp Pvt Ltd
09.2012 - 01.2014
Customer Support Executive (Inbound & Outbound)
Accurapp Pvt Ltd
02.2011 - 08.2012
PUC (+2) - Computer Science
LM Higher Secondary School
04.2001 -
SSLC -
SDV Higher Secondary School
04.2001 -
BE - Visvesvaraya Technological University (VTU)
East Point Group of Institutions