Shubhangi Srivastava
Gurugram
Summary
Skilled in leadership and team collaboration, with knack for effective communication and problem-solving. Excel in adapting to new challenges and maintaining positive atmosphere. Proven track record of quickly learning and implementing new processes to support team goals. Enthusiastic about fostering supportive and productive work environment.
Overview
7
7
years of professional experience
Work History
Assistant Manager-Global Operations
Delhivery India Pvt. Ltd.
02.2022 - Current
- - Service Level Achievement: Boosted service level from 65% to 95% within 6 months and sustained it, ensuring seamless export pickups and connections across PAN India for FedEx, Aramex, and Skynet.
- - Team Leadership: Managing two teams of 6 members, optimizing resource utilization and efficiency. Strategic alignment of team members resulted in a 15% increase in FRD & SLA performance.
- - Escalation Management: Successfully handled 2nd-level escalations, resolving issues in minimal time. Conducting Root Cause Analysis (RCA) of failed lanes and collaborating with Network Engineering Team to implement design corrections.
- - Export Pendency Reduction: Minimized export pendency by 95% through proactive tracking and resolution of open shipments. Introduced a SharePoint tracker for real-time visibility of pending shipments, enhancing FedEx team collaboration.
- - On-Time Pickups: Improved successful pickup percentage by 6%, maintaining an attempted pickup rate of 99%. Ensured timely pickups with minimal escalations.
- - Network Design & Optimization: Served as a single point of contact for export-related issues and improvements. Optimized Last Mile & First Mile network design for FedEx and Aramex across PAN India, balancing revenue and gross margin considerations.
Payment Specialist
Grofers India Pvt. Ltd. (Blinkit)
05.2018 - 11.2021
- - Provided detailed assessment of Payment gateway systems and procedures, identified weaknesses, and suggested ways to improve operations to optimize growth and revenues.
- - Keeping and monitoring the incoming and outgoing transactions in Grofers.
- - Handled disputes and chargebacks.
- - Handled department budget (CRM Diff) and Agent related Payment Audits.
- - Handled department Roster and ensured that each shift has enough employees to keep things running smoothly and efficiently.
- - Responsible for assigning daily tasks of the department according to the business requirements.
- - Responsible for sharing inflow and Agent Performance data every month.
- - Collaborate with management to identify the company's Payments' related training needs and schedule appropriate training sessions.
- - Developed and monitored the systems to ensure that all employees were performing job responsibilities according to training provided by the Payments Team.
- - Worked closely with our payment gateway partners and other players across payment modes, ensuring they meet SLAs around payment success rates and minimizing downtimes.
- - Worked on Gateways like Juspay, PayU, Paytm, Mobikwik, ICICI UPI, Razorpay, Payzapp.
Education
BSc - Hospitality and Hotel Administration
Institute of Hotel Management Lucknow
XII - undefined
CBSE Board
X - undefined
CBSE Board
Skills
- Basic SQL knowledge
- Customer Handling
- Juspay Analytics
- Razorpay Analytics
- PayU Analytics
- High adaptive skills
- Team leadership
- Service level management
Timeline
Assistant Manager-Global Operations
Delhivery India Pvt. Ltd.
02.2022 - Current
Payment Specialist
Grofers India Pvt. Ltd. (Blinkit)
05.2018 - 11.2021
XII - undefined
CBSE Board
X - undefined
CBSE Board
BSc - Hospitality and Hotel Administration
Institute of Hotel Management Lucknow