Shashi kumar S
Operations Manager
Bengaluru
Summary
Offering 12 years of experience; seeking challenging assignments in an organization of repute. Dynamic & result oriented professional with rich cross-functional experience in managing the entire spectrum of Operations, Building from scratch, scaling and lot of building in tandem. Getting an adrenaline rush seeing the daily or monthly revenue numbers but constantly defining redefining what success, long term means for us here at SHOWOFFFF.
Customer Service Delivery, Customer Relationship Management, Client Servicing, Training & Development, Team Management. Possess in-depth knowledge of entire operations ranging from ensuring SLAs, Process flows, Team Forecasting, Workforce Analysis and Training. Demonstrated expertise in managing various processes; creating process vision & design, developing enhancement strategy and deploying key execution strategies across processes. Expertise in maintaining high standards of customer & client service, with quality & service norms to achieve customer satisfaction and business retention.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
4
4
Languages
Work History
Operations Manager
Showoffff.in
04.2019 - Current
- Managing operations with view to achieve business objectives and ensuring top & bottom line customer satisfaction with growth in sales.
- Tool used 'Unicommerce', Zoho, Picky assist, Bite speed.
- Managing last mile operations & deliveries, customer service( Tool used-' Bite speed')
- Familiarity with various e-commerce platforms and their respective seller portals, including Amazon, Flipkart, Ajio, Myntra, Nykaa, Fynd, Limeroad,Tata Cliq, Boon, and Tradyl, Mirraw.
- Communicating effectively with all warehouse team and managers to achieve goals. Handling a team for more than 80 people which involves all team like Online ecommerce executive, Customer care, ware house team.
- Monitor marketplace performance indicators, and produce actionable insights to improve sales success, increase product visibility, and drive revenue growth
- Staying up to date on industry and competitor trends, identifying new market possibilities, and recommending tactics to acquire a competitive edge.
- Determining process gaps and designed & conducted training programs to enhance operational efficiency and retained talent by providing optimum opportunities for personal and professional growth
- Accountable for conducting regular meeting with team and management to discuss volumes processed; preparing rosters as per desk utilization and maintaining timesheets every month
- Played a key role in assessing current performance, processes and services and providing recommendations regarding process improvements to maximize customer satisfaction
- Dexterous in effective management of customer relation operations and ensuring maximum customer satisfaction through providing quality service and ensuring adherence to service quality norms
- Ensure compliance with all platform laws and regulations by staying up to speed on marketplace policies, guidelines, and best practises. Interacting with the Client/Vendor in order to provide them with high quality and competitive services in a timely manner.
- Acting as a vital connecting link between the management & the team for dispersal of information. Distinguishing key areas of obstructions and evolving immediate and long term resolutions
- Establishing and using service level and response time objectives while planning and managed the service-level quality using the real-time management skills
- Prepare timely reports and presentations to senior management and cross-functional teams to discuss marketplace performance, metrics, and strategic initiatives.
- Increasing the sales by analysing which is fast moving. Based on that procuring the product increasing the Sale. Planning Discounts according to it.
- In turn increases customer purchase and retention of customers with us.
- Managing the entire Warehouse operations, co-ordinating with Team leads and executive of warehouse and ensure smooth operations.
- Planning of sales growth and planning of new products to go live and ensuring standard growth in sales.
- Analysing of fast moving products and getting it restocked and ensuring the steady growth in sales.
- Plan and execute sale events (pricing, stock planning, deals, creatives).
- Monitor competitor activity, and implement best practices. to gain a competitive edge.Monitor competitor activity and implement best practices to gain a competitive edge.
Team leader operations
Flipkart
07.2018 - 09.2018
- Led the vision and charter for Inventory Planning, Supplier Performance Management and Supplier Returns (RTO and RTV) functions at Flipkart.
- Inventory Strategy & Planning- 30% | Team Management & Coaching- 25% | Execution – 20% | Cross Functional Collaboration - 25%
- Experience in Vendor Management/Seller Management for B2B Operations.
- • Comprehensive experience in handling key functions such as Vendor Management, Orders Management, Logistics Management
- • Creating Purchase Orders, Shipment Procedure, RTV Process
- • Monitoring procurement activities for materials, ordering G coordinating with vendors
- • Support continuous improvement activities and best practices across the team members
- Acquiring potential sellers for bridging the selection gap in Flipkart.
- Clearing rejected inventory pile up in the Warehouse.
- Ensuring the delivery of the consignments back to the Vendor.
- Interaction with cross functional teams (Logistics team, Warehouse team, Category team, Vendors, Finance team)
- Managing a team of 27 consultants.
- Supporting the team in day to day activities and handling Escalations.
- Performance management
- Schedule adherence, Attrition and Shrinkage control
Sr.Officer Customer Support -Social Media
Myntra.com
09.2017 - 06.2018
- Established strong relationships with key clients to maintain customer loyalty and drive repeat business opportunities.
- Respond to negative feedback calmly, professionally, and empathetically, focusing on finding solutions and turning negative experiences into opportunities for improvement.
- Create and promote content that showcases the brand's strengths and values, including social media posts, blog articles, press releases, etc.
- Implemented innovative process improvements that enhanced productivity and reduced operational costs.
- Coached junior team members, fostering professional growth and improving overall team performance.
- Resolved all customer escalations independently and provided timely resolutions as per the company policies. • Managed work allocation for the team and coach juniors on taking complex calls.
- Social media customer satisfaction is at 86% as compared to average customer satisfaction rating of 80% across customer service business line.
- Analyzed customer feedback data and grouped them in clusters to provide actionable inputs to the management on improving sales and support.
- Responsible for roster management, work allocation and overall management of the 10-member social media team in absence on the team lead.
- Tools used Sprinklr, Sales force and Fresh desk
Team Leader Operations
IBIBO
04.2016 - 06.2018
- Maintaining the Online reputation Management and help the team in resolving all the customer queries and complaints through chat, Email and Social media Channels.
- Handled Team of more than 25 people
- Worked on tools like Fresh desk and sprinkler, Zen desk, Salesforce
- Responsible for building, managing and maintaining the reputation of the brand by developing and executing effective communication and media relations programs.
- Monitor trends in Social Media tools, applications, channels, design and strategy.
- Ensuring the maximum utilization & effective work from the team
- Set clear goals to the team and encourage in creative and taking ownership on resolving all customer queries and complaints.
- Schedule adherence, Attrition and Shrinkage control
Customer Advocacy Executive
Zoomcar
11.2015 - 06.2016
- Responsible for building, managing and maintaining the reputation of the brand by developing and executing effective communication and media relations programs.
- Monitor trends in Social Media tools, applications, channels, design and strategy.
- Monitor, listen and respond to users in a 'Social' way
- Handling escalations successfully
Return Specialist
Flipkart
09.2013 - 05.2015
- Providing troubleshooting for Mobile and laptops.
- Accepting the return or rejecting it based on Trouble shooting.
- Resolving customer complaints.
- QC for mobile in warehouse.
- Maintaining good quality and assisting new comers on floors.
- Doing quality audit and handling a team.
- Follow up with customersto make sure their issue is fully resolved and they’re satisfied with the support.
- Provide accurate product or service informationto guide customers and prevent confusion.
- Troubleshoot problems by understanding the customer’s concern and offering step-by-step help or solutions.
- Respond to customer questions and issues through calls, chats, or emails in a polite and timely manner.
Education
B.Tech/B.E. - Computers
Visveswaraiah Technological University (VTU)
01.2009 - 01.2013
Class XII - Karnataka, English
Vijaya PU College
Bengaluru, India 01.2008 - 01.2009
Class X - Karnataka, English
SAINT THOMAS ENGLISH HIGH SCHOOL
Bengaluru, India 01.2006 - 01.2007
Skills
- Team management
- Warehouse Management
- Warehouse Operations
- Customer service leadership
- Team leadership abilities
- Channel Sales Management
- Channel Development
- ERP software management
Interests
Watching Cricket
Summary
12, 2, Dynamic & result oriented professional with rich cross-functional experience in managing the entire spectrum of Operations, Customer Service Delivery, Customer Relationship Management, Client Servicing, Training & Development, Team Management., Possess in-depth knowledge of entire operations ranging from ensuring SLAs, Process flows, Team Forecasting, Workforce Analysis and Training., Demonstrated expertise in managing various processes; creating process vision & design, developing enhancement strategy and deploying key execution strategies across processes., Expertise in maintaining high standards of customer & client service, with quality & service norms to achieve customer satisfaction and business retention.
Timeline
Operations Manager
Showoffff.in
04.2019 - Current
Team leader operations
Flipkart
07.2018 - 09.2018
Sr.Officer Customer Support -Social Media
Myntra.com
09.2017 - 06.2018
Team Leader Operations
IBIBO
04.2016 - 06.2018
Customer Advocacy Executive
Zoomcar
11.2015 - 06.2016
Return Specialist
Flipkart
09.2013 - 05.2015
B.Tech/B.E. - Computers
Visveswaraiah Technological University (VTU)
01.2009 - 01.2013
Class XII - Karnataka, English
Vijaya PU College
01.2008 - 01.2009
Class X - Karnataka, English
SAINT THOMAS ENGLISH HIGH SCHOOL
01.2006 - 01.2007
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