Shereen Shaik
Operations, Customer Experience
Hyderabad
Summary
Passionate and self-motivated Operations Manager with over 12 years of experience in leading diverse teams, enhancing client services, and driving operational excellence. Proven expertise in managing global programs, improving workflows, and delivering high-quality service experiences. Strong analytical and strategic thinker with excellent relationship management and negotiation skills, driven to challenge the status quo and implement scalable solutions that support rapid growth. Adept at leading large teams, fostering collaborative work environments, and ensuring compliance with service level agreements (SLAs) to exceed client expectations.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Operations Manager
CurrentBody.com
10.2022 - 5 2024
- Spearheaded initiatives that increased CSAT (Trustpilot) by 6%, collaborating with cross-functional teams to enhance customer experience through improved workflows and program management.
- Developed weekly trend reports, leveraging AI-driven solutions to improve initial customer query handling, resulting in a 2.5 FTE efficiency gain and reduced response times.
- Managed critical key operational metrics and presented weekly and monthly progress reports to leadership, identifying risk factors and ensuring readiness for discussions with senior leadership.
- Implemented SOPs and quality inspection protocols, maintaining detailed records to ensure compliance with operational standards and providing ongoing feedback for continuous improvement.
- Led cross-functional collaboration and talent development programs, improving team effectiveness through targeted training and performance management strategies.
- Oversaw budget management and financial reporting, consistently aligning operational expenses with defined financial measures, ensuring adherence to budget constraints.
Customer Experience Manager
JD Sports Fashion
08.2017 - 09.2022
- Implemented Six Sigma methodologies across multiple processes, optimizing warehouse operations, logistics, and stock management, which contributed to a significant increase in customer satisfaction.
- Reduced customer contacts by 3% by deploying service pool codes for express delivery orders and enhancing carrier performance through optimized logistics and vendor negotiations.
- Transformed customer experience operations from 2 to 25 FTEs, managing end-to-end service delivery, resource alignment, and performance improvement initiatives while fostering a culture of continuous improvement.
- Established comprehensive SOPs and process documentation, ensuring team adherence to operational guidelines and fostering a collaborative and efficient service delivery environment.
- Consistently met and exceeded service level agreements (SLAs) through data-driven decision-making and proactive problem-solving during performance reviews and executive updates.
- Managed performance evaluations, conducted regular staff training, and ensured compliance with company standards, resulting in increased employee engagement and satisfaction
Procurement Specialist
E.I DuPont
09.2012 - 07.2017
- Managed the EDI (Electronic Data Interchange) process with vendors, efficiently resolving IDOC failure requests related to quantity, price, material, and price unit variances through the SAP system
- Proactively addressed messages that failed to process entirely due to Master Data or connectivity issues
- Was selected for ELDP (Employee Leadership Program)
- Handled Spot sourcing team and process under the supervision of a lead
- Analysed SAP data to identify challenges, presenting actionable insights during monthly supplier calls, leading to proactive problem-solving and process improvement
- Generated Purchase Orders after meticulously analyzing Material strategy, Price, Quantity, and Payment terms, optimizing procurement processes
- Negotiated commercial and contract terms with vendors, resulting in maximized benefits and cost savings for the organization.
Education
Project Management Professional Training Course -
Simplilearn
Master of Business Administration - Supply Chain and Logistics Management
Indian School of Business Management (ISBM)
01.2017 - 01.2019
Bachelor of Commerce - undefined
Deewan Bahadur Padmarao Mudaliar College (DBPM)
01.2009 - 01.2012
Skills
Process Improvement
Timeline
Operations Manager
CurrentBody.com
10.2022 - 5 2024
Customer Experience Manager
JD Sports Fashion
08.2017 - 09.2022
Master of Business Administration - Supply Chain and Logistics Management
Indian School of Business Management (ISBM)
01.2017 - 01.2019
Procurement Specialist
E.I DuPont
09.2012 - 07.2017
Bachelor of Commerce - undefined
Deewan Bahadur Padmarao Mudaliar College (DBPM)
01.2009 - 01.2012
Project Management Professional Training Course -
Simplilearn
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