Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Srija Rapolu

Srija Rapolu

Fulfilment Leader - IKEA
Hyderabad

Summary

Over the last 7+ years, I have worked at the intersection of customer experience and fulfilment operations, making sure things run smoothly behind the scenes and feel seamless for customers. I have helped teams hit 95%+ SLA targets, bring down support volumes by 30% and lift satisfaction scores by 15% all by focusing on what really matters, clear communication, cross-team alignment, and a customer-first mindset. I take pride in turning everyday challenges into simple, workable solution and I bring empathy, ownership, and collaboration into everything I do.

Overview

7
7
years of professional experience
3
3
years of post-secondary education

Work History

Team Leader - Customer Relations and Fulfilment

IKEA
Hyderabad
06.2023 - Current
  • Led customer onboarding across 60+ districts by streamlining app, web, and phone order journeys
  • Enabled SLA compliance across service queries and delivery issues to achieving a 99% resolution rate
  • Designed and implemented SOPs and response templates, reducing inbound customer queries by 30%
  • Conducted training workshops for customer-facing teams on proactive support, empathy, and follow-up protocols
  • Contributed to a 15% increase in customer satisfaction by standardizing service practices and reinforcing accountability across teams
  • Drove cross-functional syncs between digital, fulfilment, and contact centre teams to align promises with actual delivery

Team Leader - Customer Relations

IKEA
Pune
10.2021 - 05.2023
  • Handled post-purchase escalations, oversold scenarios, and warehouse-related service issues, ensuring quick recovery and clear communication to customers
  • Partnered with fulfilment and logistics teams to improve stock accuracy and exception handling, reducing repeat issues and customer frustration
  • Led a team to manage high-volume service tickets during peak campaigns, balancing speed with empathy, while maintaining NPS above 85%
  • Resolved complex service conflicts through collaborative problem-solving, internal alignment, and a strong focus on customer trust and experience

Specialist - E-Commerce Fulfilment

IKEA
Pune
05.2019 - 09.2021
  • Coordinated end-to-end order fulfilment by aligning customer promise with last-mile delivery, ensuring 90%+ on-time performance across regions
  • Collaborated with warehouse, transport, and customer support teams to reduce delivery exceptions and enhance post-purchase experience
  • Monitored daily operations, resolved fulfilment bottlenecks, and implemented SOPs that improved overall service efficiency and accuracy
  • Supported the ramp-up of fulfilment operations during new market entry in Maharashtra, contributing to scalable and customer-centric processes

Co-Worker - Customer Relations and Logistics

IKEA
Hyderabad
05.2018 - 04.2019
  • Delivered frontline customer support through in-store and digital channels, addressing queries and service issues with a focus on empathy and efficiency
  • Resolved order discrepancies, refunds, and service complaints, ensuring timely closure and maintaining a high satisfaction score
  • Collaborated with sales, fulfilment, and logistics teams to troubleshoot complex issues and provide seamless customer experiences
  • Assisted in capturing and sharing customer feedback insights, helping to identify trends and support continuous service improvement initiatives
  • Worked fast to complete tasks and meet daily deadlines.

Education

BBA - Business Administration And Management - General

Vishwa Vishwani Institute of Systems And Management
Hyderabad, India
06.2015 - 04.2018

Skills

Omnichannel Customer Experience

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Accomplishments

  • Played a key role in expanding digital fulfilment services to 4 states, supporting over 100,000+ customers
  • Spearheaded scalable SOPs used in multi-region fulfilment rollouts for new IKEA markets
  • Recognized by leadership for consistency, ownership, and impact in fulfilment-linked customer support
  • Supported IKEA’s sustainability transition by aligning fulfilment operations with 72% EV-based delivery coverage

Languages

English
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Advanced (C1)

Timeline

Team Leader - Customer Relations and Fulfilment

IKEA
06.2023 - Current

Team Leader - Customer Relations

IKEA
10.2021 - 05.2023

Specialist - E-Commerce Fulfilment

IKEA
05.2019 - 09.2021

Co-Worker - Customer Relations and Logistics

IKEA
05.2018 - 04.2019

BBA - Business Administration And Management - General

Vishwa Vishwani Institute of Systems And Management
06.2015 - 04.2018

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Srija RapoluFulfilment Leader - IKEA