Simbran Bagawan
Bnagalore
Summary
Results-driven Operations SME with 7+ years of experience in marketplace operations, logistics, and seller support. Expertise in SLA management, KPI reporting, process improvement, and cross-functional collaboration to enhance operational performance.
Overview
7
7
years of professional experience
Work History
Seller Management Expert (SME)
Blitzscale Technology Solutions (Shopdeck)PVT Ltd
Bnagalore
03.2024 - Current
- Acted as primary contact for complex seller escalations, facilitating timely resolution and SLA adherence.
- Executed root cause analysis on high-priority escalations, coordinating with stakeholders to ensure timely resolution.
- Analyzed seller and logistics performance using metrics to identify trends and improve pickup success rates.
- Monitored seller KPIs, recommending corrective actions that improved performance and minimized escalations.
- Managed first-mile logistics escalations by collaborating with logistics partners and account managers.
- Collaborated with cross-functional teams to implement process improvements that addressed operational issues and enhanced seller experience.
- Managed a team of 3 associates, assigned workloads, and ensured quality through reviews.
- Prepared daily, weekly, and monthly MIS reports, dashboards, and KPI trackers for operational reviews.
Senior Operations Specialist
Newton School
Bnagalore
03.2022 - 11.2023
- Streamlined operational processes to enhance efficiency across various departments.
- Implemented quality control measures to maintain high service standards in operations.
- Developed reports to track performance metrics and identify areas for improvement.
- Analyzed data trends to support strategic decision-making within the organization.
- Led cross-functional meetings to discuss ongoing projects and operational challenges.
- Facilitated communication between teams to enhance collaboration and project alignment.
Senior Opertions Associate
startek
Bnagalore
04.2019 - 03.2022
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Resolved complex disputes between sellers and e-commerce platform through investigations and detailed analysis.
- Conducted thorough investigations into seller-related issues, identifying trends for policy improvements.
- Facilitated effective communication between sellers and internal teams to address challenges.
- Acted as escalation point for unresolved issues, collaborating with teams to gather insights.
- Led team meetings to discuss progress, address concerns, and promote teamwork initiatives.
Education
Bachelor of Engineering - Electronics And Communications Engineering
VSMIT
Nipani05-2018
Skills
Seller Management
- Marketplace Operations
- Seller Support
- Escalation Management
- Performance Metrics
- KPI Monitoring
- Data Analysis
- Root Cause Analysis (RCA)
- Process Improvement
- Seller Experience
- Seller Relationship Management
- Team Management
- Team Mentoring
- Cross-functional Collaboration
- Stakeholder Management
- Logistics Operations
- Logistics Management Software
- Microsoft Excel
- MIS Reporting
- Operations & Marketplace Data & Reporting Leadership Seller Engagement Tools
- CRM Tools
- Customer Success
- Issue Resolution
- Seller Communication
- Performance Monitoring
Key Achievements
- Improved pickup success rate by 10% by designing and implementing the First Order Escalation process, reducing delays through proactive seller engagement and coordination with logistics partners.Managed 100+ sellers across multiple logistics partners.
- Led a team of 3 associates while maintaining SLA compliance.
- Reduced operational escalations through RCA and process improvements.
- Built automated MIS reports reducing manual effort by 30%.
- Maintained high ticket closure accuracy within SLA.
Technical Skills
- Microsoft Excel
- Google Sheets
- VLOOKUP
- Pivot Tables
- Click post
- Salesforce
Timeline
Seller Management Expert (SME)
Blitzscale Technology Solutions (Shopdeck)PVT Ltd
03.2024 - Current
Senior Operations Specialist
Newton School
03.2022 - 11.2023
Senior Opertions Associate
startek
04.2019 - 03.2022
Bachelor of Engineering - Electronics And Communications Engineering
VSMIT