Shubham Singh
Jindal Colony Samalkha New Delhi
Summary
Results-oriented Ecommerce Supply Chain professional with over 6 years of experience managing end-to-end operations for e-commerce businesses. Proven track record in achieving operational excellence and enhancing customer satisfaction through effective process improvements. Core competencies include inventory management, logistics optimization, and cross-functional collaboration. Aiming to contribute expertise in driving growth and efficiency within a dynamic organization.
Overview
7
7
years of professional experience
1
1
Certification
Work History
SR. SPECIALIST LOGISTICS
BIGFOOT RETAIL SOLUTIONS PVT LTD (SHIPROCKET)
10.2021 - Current
- Working on the Project TOP Seller Program (e.g., Boat, Bata, Bellavita, HUL, Zomato, Amul), resolved customer inquiries and complaints regarding operations and shipment issues, ensuring a high level of customer satisfaction.
- Led the team in developing standard operating procedures (SOPs) for Intracity operation processes like First Mile, Mid Mile, Last Mile & RTO.
- Conducted regular analysis of key performance indicators (KPIs) such as shipment cycle time, on-time delivery, identifying areas for improvement, and implementing corrective actions.
- Organized client meetings to provide project updates.
- Collaborated closely with upper management to develop corporate vision and roll out initiatives to meet goals.
SR. EXECUTIVE (KEY ACCOUNT)
ECOM EXPRESS PVT LTD
03.2021 - 10.2021
- Managed escalations at both FM and LM levels for the company's top-tier clients such as Amazon, Flipkart, and Meesho.
- Responsible ensure that all pickups registered within the cutoff are attempted for the seller at the same time, prioritizing the NDD shipments.
- Prepared RCA reports on operational issues to clarify and rectify them with clients.
- Customer Satisfaction: Address customer needs promptly. Provide accurate shipment information. Ensure timely pickups and deliveries, aligned with customer preferences.
CUSTOMER SUPPORT EXECUTIVE
CNI ETAIL SOLUTIONS PVT LTD
04.2018 - 08.2020
- Handling a team of 10 outbound calling agents, I oversaw their daily operations and productivity, along with the call quality checks, ensuring high standards of call quality.
- My responsibility includes maintaining the report of NDR, pulling out data from the calling module call done by the team on NDR to escalate the same with third-party logistics, e.g. Xpressbees, Ecom-Express, and Delhivery for shipment delivery or marking RTO as per customer requirements, maintaining this flow of reports and records with our client and management.
- Managed the CNI Self Delivery project, conducting numerous training sessions to streamline process and inventory management.
- Oversaw delivery and operation staff in selected pin codes of Delhi and Gurugram to enhance delivery under the program CNI self-delivery, Maintained close supervision of theoverall performance of CNI self-delivery along with FASR, RAD, NDR & RTOs.
- Managed RTO/DTO at the Shein Fulfillment Center to restock the inventory during the sale period and contributed to the fulfillment operation during peak times.
Education
Bachelor of Science -
Dr. Rammanohar Lohia Avadh University
Ayodhya, UP01-2017
10+2 -
Diamond Inter College
Ayodhya, UP01-2014
Skills
- E-commerce Operations Management
- Data Analysis and Reporting
- Team Leadership and Development
- Customer Service Excellence
- Problem-solving and Decisionmaking
- Logistics and Supply Chain Management
- Customer relations
- Expert in Microsoft Office Suite
- Root-cause analysis
- Proficient in ICRM, Fres Desk, CRM Google Sheets & other Tools of Google
- Team collaboration
- Risk management
- Coaching and mentoring
- Knowledge of AI tools
Certification
- ADCA, Advance Diploma in Computer Application
Accomplishments
- Award As Calmer of Storm L-Ops in Shiprocket for enhancing shipment delivery and reducing RTOs
- Shiprocket Security & Privacy Training on Information Security and Privacy
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Affiliations
- Completed Module on Learning Facilitative Leadership and Team Building
Timeline
SR. SPECIALIST LOGISTICS
BIGFOOT RETAIL SOLUTIONS PVT LTD (SHIPROCKET)
10.2021 - Current
SR. EXECUTIVE (KEY ACCOUNT)
ECOM EXPRESS PVT LTD
03.2021 - 10.2021
CUSTOMER SUPPORT EXECUTIVE
CNI ETAIL SOLUTIONS PVT LTD
04.2018 - 08.2020
- ADCA, Advance Diploma in Computer Application
Bachelor of Science -
Dr. Rammanohar Lohia Avadh University
10+2 -
Diamond Inter College
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