Shaney Alam
Lucknow
Summary
Strategic Partner Account Manager known for high productivity and efficient task completion. Possess specialized skills in relationship building, strategic planning, and conflict resolution, ensuring successful partnerships and project outcomes. Excel in communication, teamwork, and adaptability, using these soft skills to foster collaboration and drive mutual success with partners.
Overview
15
15
years of professional experience
Work History
Partner Account Manager
Instakart Services Pvt Ltd
Lucknow
06.2024 - Current
- Monitor assigned sites in close coordination with the partner.
- Ensure sustainable growth, reliability for each partner, provide real-time problem solving.
- Reduce current CPS trend in cluster by supporting in planning over the completely independent & shared leakages.
- Keep track of MDH, ODHs' Performance - Inclusive of all EKL Standard Metrics.
- Increase EKL serviceability, leverage partner network for reach, and nurture for the current partner base across the cluster.
- Work in coordination with DHs to ensure seamless operations and better CX Experience.
- Ensure proper learning, development of assigned partner base, along with orientation to work as per EKL SOPs and organizational POV.
- Scaling up the demand and reducing the deficit over time as part of overall expansion.
- Streamlining the current loss trend to reduce the overall recovery imposed on partners and establishing a set of SOP to take control over LM BRSNR and Damages.
- Monitoring the overall AOP Gap & availability of the ODHs and MDHs
Lead- Hub Operations (FM & LM Hubs)
Instakart Services Pvt Ltd
Lucknow
09.2018 - 05.2024
- Managed daily activities related to order fulfillment, shipping, receiving, inventory control, and transportation.
- Conducted regular training sessions for staff on safety protocols and operational best practices.
- Monitored KPIs such as turnaround time, accuracy rates, delivery times to measure performance of hubs' operations.
- Ensured compliance with all local regulatory requirements related to hub operations.
- Maintained accurate records of inventory transactions using enterprise resource planning systems.
- Developed a comprehensive system for managing returns from customers in an efficient manner.
- Facilitated communication between internal departments regarding product availability and shipment status updates.
- Analyzed and monitored performance metrics to identify areas of improvement in the hub's processes.
- Resolved customer inquiries quickly while maintaining high standards of customer service.
- Developed and implemented procedures to ensure efficient hub operations.
- Coordinated with cross-functional teams such as customer service, sales, finance, and IT to ensure optimal hub operations.
- Implemented cost-saving measures through process optimization initiatives.
- Created reports to track progress towards meeting operational goals and objectives.
- Performed periodic audits of warehouses' assets and resources to ensure they are properly utilized.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Senior Executive - Team Leader(LM & FM Hubs)
Instakart Services Pvt Ltd
Lucknow
07.2015 - 08.2018
- Established clear objectives, assigned tasks, monitored progress and provided feedback to team members.
- Provided coaching and mentoring support to help employees reach their full potential.
- Created training programs for new hires and organized onboarding sessions for them.
- Analyzed data from various sources and identified areas of improvement within the department.
- Communicated regularly with stakeholders regarding project updates, changes, risks or challenges.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Taking Care of Inbound and Outbound Load.
- 100% Updation of Day process, such as Inactive Runsheet, Maintaining Registers, and Pending Reconciliation and Resolution.
- Solving on-field queries and enhancing roles for the reduction of integrity cases at hubs.
- Resolution of Customer Complaints & Priority Request and Reshipping for Lost cases within TAT.
- Ensuring a high level of service standards and maintaining a high level of customer satisfaction by solving complaints, making proper alterations to accommodate permanent customers.
- Timely Action on Each and Every Mail.
- Clear the Pendancy and Focus on FIFO.
Customer Care Executive
E-COM EXPRESS
Lucknow
01.2014 - 06.2015
- Tracked customer order statuses using various systems including CRM software.
- Investigated customer complaints and provided solutions within acceptable time frames.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Developed and maintained relationships with customers to ensure their satisfaction.
- Created detailed reports of customer interactions for internal records keeping purposes.
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
- Processed orders, returns, exchanges, and refunds efficiently according to company policies.
- Participated in weekly team meetings to discuss targets, achievements, and customer service metrics.
- Resolved customer issues and queries promptly, achieving an exemplary average resolution time.
Computer Operations Supervisor
Team One Computers
Lucknow
08.2010 - 01.2014
- Managed daily activities of computer operations personnel including scheduling shifts, assigning tasks, training staff members, monitoring work progress and evaluating performance.
- Provided technical support for hardware and software related issues.
- Monitored system performance, identified and resolved technical problems, and provided guidance to computer operations staff.
- Assessed data processing proposals and requirements to determine project feasibility.
Customer Care Executive
Aegis BPO
Lucknow
02.2009 - 07.2010
- Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
- Addressed customer questions and concerns regarding products and services.
- Resolved customer issues and queries promptly, achieving an exemplary average resolution time.
- Handled customer complaints, providing appropriate solutions and alternatives within time limits.
- Managed inbound customer service calls, ensuring high-quality support.
- Adapted communication style to match customer needs, ensuring effective and empathetic customer interactions.
Education
Bachelor of Arts -
Lucknow University
Lucknow07-2007
Intermediate -
UP Board
Lucknow05-2004
High School -
UP Board
Lucknow06-2001
Skills
- Adaptability
- Continuous Improvement
- Multitasking
- Reliability
- Professionalism
- Analytical Thinking
- Problem-solving abilities
- Teamwork and Collaboration
- Decision-Making
- Coaching and mentorship
Timeline
Partner Account Manager
Instakart Services Pvt Ltd
06.2024 - Current
Lead- Hub Operations (FM & LM Hubs)
Instakart Services Pvt Ltd
09.2018 - 05.2024
Senior Executive - Team Leader(LM & FM Hubs)
Instakart Services Pvt Ltd
07.2015 - 08.2018
Customer Care Executive
E-COM EXPRESS
01.2014 - 06.2015
Computer Operations Supervisor
Team One Computers
08.2010 - 01.2014
Customer Care Executive
Aegis BPO
02.2009 - 07.2010
Bachelor of Arts -
Lucknow University
Intermediate -
UP Board
High School -
UP Board
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