Shekar T S

• Managing the Demand Planning & Shaping for Private Label brands in Flipkart across Categories with annual revenue worth 2500Cr involving activities around revenue growth, controlling marketing spends, planning future category expansions
• Managing account level P&L to deliver GMV, pricing and offer creation
• Daily & Hourly Tracking GMV, PPV (page per view, Search, Merch & Reco), Views, click and CTR (click through rate)
• Tracking inventory health both Alpha and Market place
• Maintaining regular communication with the central events, planning, merchandising, and inventory teams
• Creating the demand plan(Based on DRR) for categories, brands, and verticals.
• Planning advertisements PLA and PCA
• Responsible for overseeing tasks related to merchandise sales planning, inventory management, catalogue go-live, actionable operations/technology initiatives, and conducting related analyses
• Providing weekly/monthly reporting, analysis and insights on category performance and also sharing event performance and card performance(store and central allocation)

• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
• Building a mechanism to have a clear governance on the projects
• Managed projects within 𝘵𝘪𝘮𝘦 𝘢𝘯𝘥 𝘣𝘶𝘥𝘨𝘦𝘵 𝘤𝘰𝘯𝘴𝘵𝘳𝘢𝘪𝘯𝘵𝘴, defined program requirements, and 𝐮𝐭𝐢𝐥𝐢𝐳𝐞𝐝 𝐝𝐚𝐭𝐚 & 𝐦𝐞𝐭𝐫𝐢𝐜𝐬 to determine improvements
• Achieved 𝐬𝐚𝐯𝐢𝐧𝐠𝐬 𝐭𝐡𝐫𝐨𝐮𝐠𝐡 𝐩𝐨𝐥𝐢𝐜𝐲 𝐜𝐡𝐚𝐧𝐠𝐞𝐬 for branded products, cost of returns reduction for premium brands, and 𝐜𝐨𝐬𝐭 𝐬𝐚𝐯𝐢𝐧𝐠𝐬 through the introduction of Image Check as a process in electronics BU to reduce fraud and remorse
• Benchmarked business ideas to exceed revenue goals and quotas related to 𝘤𝘶𝘴𝘵𝘰𝘮𝘦𝘳 𝘳𝘦𝘵𝘶𝘳𝘯 𝘮𝘦𝘵𝘳𝘪𝘤𝘴 𝘢𝘯𝘥 𝘴𝘢𝘷𝘪𝘯𝘨 𝘳𝘦𝘵𝘶𝘳𝘯 𝘤𝘰𝘴𝘵𝘴
• 𝑰𝒎𝒑𝒓𝒐𝒗𝒆𝒅 700 𝒃𝒑𝒔 𝑹𝒆𝒕𝒖𝒓𝒏 𝑵𝑷𝑺, 𝒆𝒍𝒆𝒗𝒂𝒕𝒆𝒅 11% 𝒄𝒖𝒔𝒕𝒐𝒎𝒆𝒓 𝒓𝒆𝒔𝒐𝒍𝒖𝒕𝒊𝒐𝒏𝒔 𝒔𝒄𝒐𝒓𝒆, 𝒂𝒏𝒅 𝒓𝒆𝒅𝒖𝒄𝒆𝒅 61% 𝒄𝒐𝒏𝒕𝒂𝒄𝒕𝒔 𝒕𝒐 𝒄𝒐𝒏𝒕𝒂𝒄𝒕 𝒄𝒆𝒏𝒕𝒆𝒓 𝒇𝒐𝒓 𝒊𝒔𝒔𝒖𝒆𝒔 𝒓𝒆𝒍𝒂𝒕𝒆𝒅 𝒕𝒐 𝒅𝒆𝒍𝒊𝒗𝒆𝒓𝒚 𝒂𝒏𝒅 𝒑𝒊𝒄𝒌-𝒖𝒑

• 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐣𝐨𝐮𝐫𝐧𝐞𝐲 𝐦𝐚𝐩𝐩𝐢𝐧𝐠, 𝐩𝐫𝐨𝐜𝐞𝐬𝐬 𝐝𝐞𝐬𝐢𝐠𝐧, 𝐚𝐧𝐝 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲 𝐝𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭

• Led and 𝐜𝐨𝐚𝐜𝐡𝐞𝐝 𝐭𝐞𝐚𝐦𝐬 𝐨𝐟 𝐮𝐩 𝐭𝐨 14 𝐦𝐞𝐦𝐛𝐞𝐫𝐬, setting priorities and tracking metrics

• 𝐑𝐨𝐨𝐭 𝐜𝐚𝐮𝐬𝐞 𝐚𝐧𝐚𝐥𝐲𝐬𝐢𝐬, 𝐩𝐫𝐨𝐛𝐥𝐞𝐦-𝐬𝐨𝐥𝐯𝐢𝐧𝐠, 𝐝𝐚𝐭𝐚 𝐚𝐧𝐚𝐥𝐲𝐬𝐢𝐬, 𝐦𝐞𝐭𝐫𝐢𝐜𝐬-𝐝𝐫𝐢𝐯𝐞𝐧 𝐝𝐞𝐜𝐢𝐬𝐢𝐨𝐧 𝐦𝐚𝐤𝐢𝐧𝐠, 𝐜𝐫𝐨𝐬𝐬-𝐟𝐮𝐧𝐜𝐭𝐢𝐨𝐧𝐚𝐥 𝐜𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧, 𝐚𝐧𝐝 𝐬𝐭𝐚𝐤𝐞𝐡𝐨𝐥𝐝𝐞𝐫 𝐦𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭, 𝐮𝐭𝐢𝐥𝐢𝐳𝐢𝐧𝐠 𝐩𝐫𝐨𝐜𝐞𝐬𝐬 𝐢𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭 𝐦𝐞𝐭𝐡𝐨𝐝𝐨𝐥𝐨𝐠𝐢𝐞𝐬 𝐬𝐮𝐜𝐡 𝐚𝐬 𝐋𝐞𝐚𝐧 𝐚𝐧𝐝 𝐒𝐢𝐱 𝐒𝐢𝐠𝐦𝐚

• Mentored newly hired employees on operating the applications and safety and developed a training manual to use for reference

· Managed end-to-end queries of all sub-processes, co-ordinate with business teams and stakeholders for new projects

• Developed monthly and daily production output plans to deliver on customer experience
• Reviewed project specifications and planning before assembling complex tasks to better understand assignments and expected deadlines

· Handled a new project for south Indian languages and been a part of training and development for 6 months

· Reducing Language Gap - Assessed and authenticated customer exchanges, voids and returns.

· Established and updated work schedules to account for changing staff levels and expected workloads

· Coached team members to deliver hospitable and professional services while adhering to set service models

• Wish Master Helpline - Provided primary customer support to internal customers
• Verified accuracy of customer account information and updated when necessary
• Identified customer issues with products or services, investigated causes and initiated resolutions

•Maintained customer satisfaction with forward-thinking strategies focused on the gap between courier and customer

· Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques