SHILPI SRIVASTAVA
SE-Operations & Customer Delight
Noida
Summary
Consistent professional with 9 Years of experience in Ecommerce industry and expertise in Customer Relationship Management and Operations. Proficient in Magento and ERP. Committed to boosting production, decreasing costs and increasing efficiency.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Sr.Executive
Vestige Best Deals Pvt Ltd(Omnichannel commerce(B2C and B2B) Subsidiary of Vestige Marketing Pvt Ltd
New Delhi
03.2017 - Current
- Measuring, monitoring and reporting on customer satisfaction and vendor performance and implementing continuous improvement strategies
- Plan and conducts regular performance reviews with each major third-party provider along with relevant technology stakeholders.
- Identify improvement areas internally as well as perform closely with all internal stakeholders to prepare solutions
- Coordinated with the Sales and Product Departments in providing report analysis of trends in customer behavior and user experience every month.
- Designed and conducted training sessions for external customers( (individual and teams) as well as internal team.
- Implement CRM tool(Freshdesk) tracking and reporting sales operations activities. Managed a third party team of 15 customer success specialists
Relationship Manager
Tolexo India Pvt Ltd (E-commerce:B2B procurement of industrial supplies)Subsidiary of INDIAMART
01.2016 - 02.2017
- Develop and improve end to end vendor life-cycle management processes.
- Seller Training (Online & Offline),Order Fulfillment,Returns, Invoices & Payments,Seller inventory management,Packaging.
- Monitor and report on the performance of vendors to ensure delivery in line with contractual obligations and performance metrics.
- Addressing seller issues through FreshDesk, following up with various departments to get them resolved
- Achieving weekly, monthly and yearly target of order fulfillment.
Tele-sales Executive
BDS Engineering(Exporter, Manufacturer and importers of water pump)
New Delhi
07.2014 - 01.2016
- Preparing Quotations related to the Requirements of the Customers, based on the Products
- Making B2B outbound telesales calls,Booking appointments for the Business Development Managers
- Follow up on Purchase order from Customers
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Analyzed past sales data and team performance to develop realistic sales goals.
Telesales Executive
Madhyam Technologies(offers a wide range of web , mobile & software development solutions)
Faridabad
09.2012 - 06.2014
- Selling a range of products and services, to both new and existing clients Using Word & Excel to write reports and create invoices
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Set up appointments with interested customers according to schedule availability.
Education
Post Graduate Diploma - Customer Relationship Management
SCDL
Pune 10.2020 - Current
B.Tech - Bioinformatics
SRM UNIVERSITY
Chennai 07.2008 - 05.2012
Intermediate -
W.W.P.S INTER COLLEGE
07.2004 - 03.2005
core java -
Training Exposure
FOCUS TECH MEDIA 01.2008 - 02.2008
plant Training at -
MAHAVIR CANCER INSTITUTE
PatnaSkills
Customer Service Management
Teambuilding & Training
Problem-solving skills
Seller management
Effective Time ManagementOrder Fulfillment
Patience & Empathy
Customer Retention
Timeline
Post Graduate Diploma - Customer Relationship Management
SCDL
10.2020 - Current
Sr.Executive
Vestige Best Deals Pvt Ltd(Omnichannel commerce(B2C and B2B) Subsidiary of Vestige Marketing Pvt Ltd
03.2017 - Current
Relationship Manager
Tolexo India Pvt Ltd (E-commerce:B2B procurement of industrial supplies)Subsidiary of INDIAMART
01.2016 - 02.2017
Tele-sales Executive
BDS Engineering(Exporter, Manufacturer and importers of water pump)
07.2014 - 01.2016
Telesales Executive
Madhyam Technologies(offers a wide range of web , mobile & software development solutions)
09.2012 - 06.2014
B.Tech - Bioinformatics
SRM UNIVERSITY
07.2008 - 05.2012
core java -
Training Exposure
01.2008 - 02.2008
Intermediate -
W.W.P.S INTER COLLEGE
07.2004 - 03.2005
plant Training at -
MAHAVIR CANCER INSTITUTE