Siddhant Srivastava
Bengaluru
Summary
Experienced professional with a proven track record in customer services management, process design & excellence, project management, operations, sales, and business development. Demonstrated ability to drive operational efficiency and exceed customer expectations through strategic planning and execution. Skilled in identifying opportunities for process improvement and implementing solutions to enhance overall business performance. Results-oriented leader with a passion for driving growth and delivering exceptional service to clients.
Overview
15
15
years of professional experience
Work History
Associate Director-Customer(Merchant) Experience
Razorpay
11.2024 - Current
- Lead the NPS, Escalations Charter for the Managed Accounts
- Lead the Process Excellence charter for tech support teams
- Conceptualized and led the development of Decision Tree based technical troubleshooting leading to 20% increase in CSAT and 40% reduction in Repeat Tickets
- Reduced 20% service volume by building Artificial Intelligence led SOPs to handle queries/resolve tickets
- Reduced Managed Account Escalations by 35% by bringing in visibility and accountability across dependent team
Senior Manager II- Customer Experience & Design
Flipkart
05.2018 - 11.2024
- Spearheaded the planning, design and implementation (Design to Operations) of the Returns Process for Flipkart's newly launched Quick-commerce division, Minions
- Spearheaded the development of the Desired Order Experience initiatives for Mobiles, Electronics, and Large Appliances; streamlined the returns process, resulting in a 40% reduction in customer complaints related to returns
- Automated and redesigned the returns refunds process for defective mobile devices, resulting in approximately Rs 200 crores in annual savings; transformed return journey from T+4 days to under 4 hours with streamlined workflows
- Designed and implemented a comprehensive CX & Fixed Risk operations desk, achieving > 60% reduction in repeat and anxiety conflicts while ensuring seamless First Time Right and On Call Resolution for customer inquiries
- Revamped the customer experience in the product exchanges processes. Led to 70% drop in conflicts and 25% decrease in doorstep cancellations
- Spearheaded the launch of the first-ever two-wheeler e-commerce platform in India by conceptualizing and designing the seamless online-to-offline customer journey; reduced customer support costs by 70% within three months post-launch
- Led the design and automation for the seller onboarding process at Flipkart Marketplace, reducing onboarding time from 72 hours to just 1 hour, resulting in 80% seller go-live rates
- Developed a predictive analytics model to assess seller performance, producing tailored service packages that led to a 40% increase in customer complaints related to platform services within the first six months
- Recognition
- GEM Award for Fin/Inst-Innovation in Digital Commerce-Feb 24 Flipkart
- Annual Awards- Business Excellence- Jan 24 Flipkart
- Award- Values Champion- Radically for Building Seamless Flow across Volume 2T Flipkart
- Award- Creativity-2 Overhauling Mobiles Returns Experience- Jul 27 Flipkart
- Award- Mission Impossible-For 2 Weeks Launch, Product Exchange- Aug 22 Flipkart
- Award- Kool & The Gang Aug'19 - Launched new product for seller onboarding and increased conversion Flipkart
- Award- Instant Karma Nov'18 (Increased new seller onboarding and FEF onboarding just before EED)
Senior Sales Manager
99acres.com
05.2017 - 05.2018
- Spearheaded the team of key account managers for the top 100 accounts of Bengaluru
- Grew Social Media Reselling Product revenues by 400% YOY
Senior Sales Manager
IDFY.com
06.2016 - 05.2017
- Spearheaded sales of IDFY's products in South India - Background Verification, Applicant Tracking System and Financial Risk Management products
- Cultivated relationships with 10 key sales partners to adopt IDFY's innovative product, resulting in substantial revenue increases from Rs 10,000 to Rs 2,000,000 per month in six months time frame
Senior Account Manager
Housing.com
04.2015 - 05.2016
- Developed, reviewed and reported on the business development division's strategy, ensuring the strategic objectives were well understood and executed by the team
- Closed opportunities and strengthened relationships with strategic accounts
- Appreciated as the Sales Manager of the month for September 2015 - for achieving the highest sales
Area Manager (Sales & Credit)
Eajaj Gulo Finance
06.2011 - 03.2015
- Established and nurtured relationships with strategic channel partners through regular engagement and quality service
- Implemented credit policy, minimizing daily sales outstanding and increasing collections
- Accountable for:
- Extending channel finance facility to dealers, based on their potential or dealers; planning for financing or Commercial Vehicles
- Analyzing weak areas of the dealerships and taking continuous measures to improve the satisfaction
- Conducted competitive analysis in Chhattisgarh to identify market gaps, leading to the introduction of three new services offerings; this expansion contributed to > 100% increase in overall sales revenue
- Exploded the avenues for spreading Eajaj Finance by influencing with the personnel of Eajaj Gulo
Knowledge Services Analyst
H5 6sia Pacific
05.2007 - 03.2010
- Led 2 cross-functional teams on projects within a short span of 6 months
- Disfunction or visiting the Head Office in San Francisco between Apr'09 – Sep'09 to learn scoping, planning and design phases or an engagement, thereby leading projects from the beginning phases
Education
PGDM - MBA
T. A. Pai Management Institute
03.2013
Skills
- Leadership
- Process Excellence
- Process & Operations Design
- Operations Management
- Stakeholder Management
- Problem Solving
- Customer Success
- Customer Onboarding
- Cross Functional Coordination
- Program Management
LINKS
linkedin.com/in/siddhant-srivastava-63a331a
Timeline
Associate Director-Customer(Merchant) Experience
Razorpay
11.2024 - Current
Senior Manager II- Customer Experience & Design
Flipkart
05.2018 - 11.2024
Senior Sales Manager
99acres.com
05.2017 - 05.2018
Senior Sales Manager
IDFY.com
06.2016 - 05.2017
Senior Account Manager
Housing.com
04.2015 - 05.2016
Area Manager (Sales & Credit)
Eajaj Gulo Finance
06.2011 - 03.2015
Knowledge Services Analyst
H5 6sia Pacific
05.2007 - 03.2010
PGDM - MBA
T. A. Pai Management Institute
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