Srishty Malhotra
Summary
Seeking to utilize my time management, problem-solving and team motivation skills to successfully lead service management team and accomplish department goals. Willing to learn management industry standards while promoting productivity and professional development through exceptional leadership
Overview
7
7
years of professional experience
Work History
Strategy Manager
Never Owned
11.2023 - Current
- Collaborated with founders and senior leadership to execute strategic initiatives aligning with the company's mission and long-term objectives
- Led the entire product life cycle for the online business, from concept to delivery and ongoing management
- Led a team of 8-10 employees, ensuring smooth operations and efficient online business management
- Assisted in the hiring process, supporting the manager in candidate selection and onboarding
- Facilitated meetings with new stakeholders alongside the CEO, contributing to business growth
- Developed and implemented Standard Operating Procedures (SOPs), optimizing organizational processes
- Managed all social platforms, increasing followers and curating engaging content
- Identified and rectified gaps on the online website, enhancing user experience and functionality
- Oversaw Shopify and Amazon seller accounts, ensuring effective management and maximizing sales
- Monitored end-to-end online processes, from order receipt to timely shipping and delivery, ensuring customer satisfaction
- Managed online orders, shipping, and fulfillment, including handling transit damage claims with courier services
- Ensured overall business efficiency by meticulously following and refining proper processes
- Collaborated with founders and senior leadership to execute strategic initiatives aligning with the company's mission and long-term objectives
- Identified challenges within the supply chain, conducting primary research by engaging with clients and stakeholders
- Drove secondary research and competitive analysis, leading strategic, product, and operational projects with a mission-driven approach.
Senior Quality/Team lead
Amazon Development Centre
Delhi
10.2019 - 05.2023
- Successfully managed and led a team of 12 employees, ensuring effective communication of company goals, safety practices, and deadlines
- Quality Audits and Feedback and Coaching, Knowledge management for the team and quality control
- Handling leadership level escalation for maintenance issue to ensure earliest resolution, Client/Customer/People Management
- Conducted daily, weekly, monthly, and quarterly reviews of operational data and key performance indicators (KPIs)
- Successfully managed and improved KPIs, ensuring alignment with quality and efficiency parameters
- Maintained a proven record of improving SLAs for support teams through data-driven decision-making.
Quality Associate
Amazon Development Centre
Bengaluru
09.2017 - 10.2019
- Deliver SLA & KPI
- Maximize Productivity
- Supervise the workload of the team, allocating team members to optimize service provision and administrative support across the hours of the operation of the Contact Centre
- Implemented processes and standards globally to enhance service delivery and customer experience.
Customer Service Executive (German)
Concentrix Daksh Ltd
Gurgaon
09.2016 - 09.2017
- Being a point of contact between our business and its client
- Identifying and educating prospective customers while supporting existing clients with information and assistance that related to product and services
- Assisting customer, starting from placing order, order management and services post receiving & using the products
- Solve customer complaints regarding Amazon deliveries and Product related (defects etc.)
- Expedite the resolution of customer's problem and complaints to maximize satisfaction.
Education
BCom Graduation -
IEC University
12.2018
Max Mueller Bhavan – Goethe-Institute
12.2016
Intermediate (12th class) -
D.A.V Centenary Public School
12.2013
High School (10th Class) -
D.A.V Centenary Public School
12.2011
Skills
- Proactive
- Flexibility
- Problem Solving
- Time management
- Six Sigma Yellow belt
- MS Excel
- Vendor management system (VMS)
- Quality Assurance Tools
- Microsoft Office
Timeline
Strategy Manager
Never Owned
11.2023 - Current
Senior Quality/Team lead
Amazon Development Centre
10.2019 - 05.2023
Quality Associate
Amazon Development Centre
09.2017 - 10.2019
Customer Service Executive (German)
Concentrix Daksh Ltd
09.2016 - 09.2017
BCom Graduation -
IEC University
Max Mueller Bhavan – Goethe-Institute
Intermediate (12th class) -
D.A.V Centenary Public School
High School (10th Class) -
D.A.V Centenary Public School
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