Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Shilpa Devkar

Shilpa Devkar

M

Summary

A experienced professional with 18 years of expertise in Process Management, Operations Management, Change Management, Stakeholder Management, Data Analysis, and Team Leadership. Demonstrated proficiency in managing, coaching, and training teams for business excellence. Possess outstanding interpersonal, communication, and organizational skills, adept at fostering dynamic team environments, managing customer relationships, and effectively handling crisis. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

22
22
years of professional experience
5
5
years of post-secondary education
5
5
Certifications

Work History

SENIOR MANAGER, Grocery Business Support - SECURITY & LOSS PREVENTION

RELIANCE RETAIL PVT.LTD.
11.2022 - Current
  • Dynamic Project Manager specializing in security and loss prevention (SLP) within the retail and e-commerce sector
  • Extensive experience in implementing strategic initiatives to safeguard assets, mitigate risks, and minimize losses
  • Proven track record in leading cross-functional teams to develop and execute comprehensive security solutions
  • Skilled in analyzing security threats, devising proactive measures, and ensuring compliance with industry regulations
  • Adept at leveraging technology and data analytics to enhance security measures and optimize operational efficiency
  • Committed to delivering results-driven projects that protect assets, foster a safe environment, and drive business continuity in the retail and e-commerce landscape.

TEAM MANAGER, SHIPPING & DELIVERY SUPPORT

AMAZON DEVELOPMENT CENTRE INDIA PVT. LTD.
04.2018 - 11.2022
  • Dedicated Team Manager with expertise in customer issue resolution, focused on ensuring adherence to SLAs, optimizing customer experience, and maximizing delivery success rates
  • Proven track record of leading teams to meet and exceed service level agreements, resulting in enhanced customer satisfaction and operational efficiency
  • Skilled in fostering a culture of excellence, driving continuous improvement initiatives, and collaborating cross-functionally to achieve delivery excellence
  • Adept at analyzing metrics and implementing strategies to improve delivery performance and uphold service standards.

TEAM MANAGER, Customer Service – NA Retail Chat

AMAZON DEVELOPMENT CENTRE INDIA PVT. LTD.
04.2018 - 08.2019
  • Retail Chat Support provides assistance to customers from North America marketplace who order online and need to share grievance in reference to their orders
  • The team offers efficient chat support services, striving for first-time resolution to address customer queries and concerns promptly and effectively.

TEAM LEADER, COLLECTIONS – 3 UK TELECOM

TECH MAHINDRA BUSINESS SERVICES
01.2013 - 03.2017
  • As a Dedicated Team Manager for the collection team, I oversaw both inbound and outbound contacts, ensuring efficient collection processes to reduce churn
  • My primary focus was on maximizing collections and minimizing bad debts
  • I provided feedback and coaching to team members, identifying areas for improvement and implementing strategies to enhance performance
  • Through effective bottom quartile management, I optimized team efficiency and effectiveness, driving towards the goal of maximizing collections while maintaining positive customer relationships and minimizing losses.

TEAM LEADER, Sales and Retention – 3 UK TELECOM

3 Global Services
01.2009 - 12.2012
  • In my role as a Team Lead, I was responsible for ensuring the achievement of key performance indicators (KPIs)
  • Leading a team engaged in both inbound and outbound sales and retention processes, I focused on contract upgrades and upselling to drive profitability
  • Central to my leadership role was optimizing team efficiency to boost sales and enhance contract upgrades
  • I facilitated regular soft skills training sessions and provided ongoing feedback and coaching to ensure team members performed at their best, ultimately ensuring the attainment of service level agreements and fostering a culture of continuous improvement.

TEAM LEADER, Operations– American Express

Zenta Technologies
10.2002 - 10.2008

Quality Lead, Support Function – American Express

Zenta Technologies
02.2004 - 03.2006

CS Associate, Customer Service – American Express

Zenta Technologies
10.2002 - 02.2004

Customer Service Associate – Franchisee

Bharti Airtel
04.2002 - 09.2002

Education

Bachelor of Commerce -

Bhavans College
01.1997 - 04.2002

Skills

  • Microsoft Applications-Word
  • Excel
  • PowerPoint
  • Data Analysis- Tableau
  • Power BI
  • SAP
  • Amazon Internal tools

Certification

Forensic Accounting and Fraud Examination

Timeline

SENIOR MANAGER, Grocery Business Support - SECURITY & LOSS PREVENTION

RELIANCE RETAIL PVT.LTD.
11.2022 - Current

TEAM MANAGER, SHIPPING & DELIVERY SUPPORT

AMAZON DEVELOPMENT CENTRE INDIA PVT. LTD.
04.2018 - 11.2022

TEAM MANAGER, Customer Service – NA Retail Chat

AMAZON DEVELOPMENT CENTRE INDIA PVT. LTD.
04.2018 - 08.2019

TEAM LEADER, COLLECTIONS – 3 UK TELECOM

TECH MAHINDRA BUSINESS SERVICES
01.2013 - 03.2017

TEAM LEADER, Sales and Retention – 3 UK TELECOM

3 Global Services
01.2009 - 12.2012

Quality Lead, Support Function – American Express

Zenta Technologies
02.2004 - 03.2006

TEAM LEADER, Operations– American Express

Zenta Technologies
10.2002 - 10.2008

CS Associate, Customer Service – American Express

Zenta Technologies
10.2002 - 02.2004

Customer Service Associate – Franchisee

Bharti Airtel
04.2002 - 09.2002

Bachelor of Commerce -

Bhavans College
01.1997 - 04.2002

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