Hi, I’m
Shikha Thapa
Bengaluru
Summary
Key Account Manager managing last-mile quick commerce operations across multiple cities with performance reporting and data-driven decision making. Delivers retail-store fulfillment against a 2-hour SLA, cuts rider and pickup delays, and improved RTO by about 15% through tighter assignment and delivery controls. Drives store network expansion to scale order volume and sustain service during peak demand.
Overview
1
Certification
6
years of professional experience
Work History
Blitz
Key Account Manager (Quick Commerce)
10.2024 - Current
Job overview
- Manage last-mile delivery operations for key quick commerce partners, keeping rider assignment, pickup, and delivery within a 2-hour SLA across multiple cities.
- Cut RTO by ~15% by tightening rider assignment, pickup, and handoff workflows.
- Run weekly performance review calls with brand partners to track SLA adherence, delivery performance, and resolve escalations in real time.
- Drive store expansion strategy with clients, growing partner store count week over week to expand delivery coverage.
- Scale order volume by 170% over 6 months through store network expansion and improved delivery performance.
- Coordinate with fleet and hub teams to resolve pickup delays and rider-level escalations during peak and festive demand periods, while negotiating rider surge incentive structures to maintain fleet availability and delivery continuity.
Filo Edtech Pvt. Ltd.
Team Lead - Customer Support
02.2022 - 08.2024
Job overview
- Maintained 80-85% first-contact resolution rate by resolving customer issues and complaints promptly.
- Handled 100-150 customer inquiries per day via email with timely, professional responses.
- Led team collaboration and accountability while adapting decisions to shifting priorities and service demands.
- Escalated priority cases to the right team member and followed up with customers through resolution.
- Explained products, services, and policies accurately by continually building product knowledge.
- Strengthened client relationships through clear communication, coordination, and professional email support.
- Applied process optimization and service quality improvement to support consistent customer satisfaction.
Sutherland Global Services
Associate - Customer Support
07.2021 - 01.2022
Job overview
- Processed 90% of payment transactions accurately, balancing account maintenance with courteous customer communication.
- Handled 120 customer inquiries per shift while maintaining prompt, professional support across inbound calls.
- Resolved product and service questions by explaining options clearly and guiding customers through next steps.
- Supported account maintenance by updating customer details, handling routine requests, and keeping records accurate.
- Strengthened customer relationships through calm problem-solving and clear follow-up on escalated concerns.
- Balanced inbound call handling with up-selling opportunities when relevant to customer needs.
- Improved service quality by following call workflows and reinforcing consistent support practices.
Appointy
Customer Service Associate
08.2020 - 05.2021
Job overview
- Supported 10-15 new customers per month through product tours, onboarding guidance, and timely updates on product changes.
- Resolved 60-70 customer issues per week by identifying problems, following guidelines, and routing requests appropriately.
- Handled customer inquiries and escalations with clear communication, keeping issue resolution aligned to company guidelines.
- Guided new customers through product tours while sharing technical and product knowledge to speed adoption.
- Contributed to strategic planning aimed at improving organizational goals, targets, and profitability.
Education
Makhanlal Chaturvedi National UniversityBhopal
Bachelor of Computer Applications from Computer Applications Development
01-2016
Skills
Client relationship & key account management
Performance reporting & data-driven decision making
Contract negotiation
Account planning
SLA management
Customer support & escalation handling
Team leadership & cross-functional collaboration
Process optimization & service quality improvement
Communication, coordination & stakeholder management
Client onboarding
Certification
Customer Service Specialist Certificate, By Pro5.ai (formerly Mangtas)
COURSES
Email Etiquette: Write More Effective Emails At Work, Udemy
Timeline
Key Account Manager (Quick Commerce)
Blitz
10.2024 - Current
Team Lead - Customer Support
Filo Edtech Pvt. Ltd.
02.2022 - 08.2024
Associate - Customer Support
Sutherland Global Services
07.2021 - 01.2022
Customer Service Associate
Appointy
08.2020 - 05.2021
Makhanlal Chaturvedi National University
Bachelor of Computer Applications from Computer Applications Development