Sugam Arora
AM(Head Of Customer Service, Customer Experience, Logistics And Omni Operations)
New Delhi
Summary
Dedicated Ecommerce professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
Work History
Head of Omni/Logistics/Customer Experience
TCNS Clothing Co Limited
New Delhi
02.2021 - Current
- Carried out day-to-day responsibilities accurately and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
- Worked with customers to understand needs and provide excellent service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Played a Pivotal role in Setting up and Expanding Omni Operations by adding store network to lead sales.
- Working on GSV and NSV in order to Optimize Sales.
- Interaction with Multiple supply chain vendors to optimize logistics cost and Operations.
- Working on Process excellence projects to enhance product and brand recognition.
- Costing Optimization and Finalization to drive
better profitability without impacting consumer
experience. - Demonstrated respect, friendliness and willingness to help wherever needed.
DGM Operations - Sales
INDIGINIZ PRIVATE LIMITED
Gurgaon
06.2017 - 01.2021
- Managed the Entire Collegedekho.com Overall Headcount of 250 CCE’s.
- Carried out day-to-day duties accurately and efficiently.
- Collaborated with team members to achieve target results.
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Client Interaction and review as WBR and MBR.
- Interacting with Support functions for staffing & scheduling requirements
- Devising strategies that harness sales-related insights, prevailing standards, and novel developments to encourage sales.
- Headcount Planning to share the batch requirement.
- Performance reporting etc.§ Managing & monitoring the performance of teams.
- Maintaining Shift Statistics to ensure efficiency in process operations.
- Meeting of individual & group targets. § Determining training needs.
- Conducting suitable training programs to enhance their operational efficiency leading to increase productivity
- Exceeded goals through effective task prioritization and great work ethic.
Assistant Manager- Operations
Intelenet Global Services
Gurgaon
12.2016 - 06.2017
- Managing the Entire Snapdeal Chat and Snapdeal Seller Support Dispute Division with Overall Headcount of 125 CCE’s
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Mentored team members to enhance professional development and accountability in workplace.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
- Client Interaction and review as WBR and MBR
- Preparing the Technology Utilized MIS and worked on multiple reports in lieu to process as Manpower SLA, Sweep
Audit, MI Deck and incentive report.. - Weekly and Monthly Performance Reviews with Team Leaders.
- Ensuring that KPI targets are met and same is being reviewed internally.
- Preparing and closing Billing & Rewards/PNL with client in lieu to Service levels.
Associate Manager- Operations and Logistics
Xerion Retail Private Limited (Jabong.com)
Gurgaon
04.2012 - 07.2016
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Collaborated with team members to achieve target results.
- Identified issues, analyzed information and provided solutions to problems.
- Worked with customers to understand needs and provide excellent service.
- Certified for implemented new ideas for the improvement in term of new procedures to be followed in terms of dealing/ Resolving the queries.
- Preparation of Rewards and PNL in lieu to process KPI’s.
- Lead, direct and manage Complaints Site.
- Utilize superior communications skills to motivate staff and develop effective working relationships with peers.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Provided career development opportunities through training and quality management activities § To make necessary changes in staffing based on day of Week.
- Responsible for overall direction, Co-ordination Planning.
- Delivery of requisite number of people as per agreed time and ensuring least attrition.
- Managing End to End logistics operations with 3PL's from Cost, SLA Performance and Serviceability Perspective.
Team Leader - Operations
Asim Industries
New Delhi
04.2011 - 03.2012
- Mentored and guided executive team during business development decision-making to optimize profitability, marketing strategy and communications planning.
- Tracked key metrics and developed spreadsheets and data models.
- Created customized marketing materials to increase product awareness.
- Forecasted marketing trends based on previous data to adjust campaigns and maximize sales.
- Negotiating deals for the supply of GSM cards with different plans as per customers requirement for vehicle tracking system from different service providers.
- Checking with the customers for regular updates and the performance of the equipment supplied
- Managed a Team of 18 People and Driving Performance.
Team Leader-Operations(British Telecom)
HCL Technologies BPO Services
Noida
03.2007 - 04.2011
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Handling of customer queries regarding schemes, billing, provisioning, etc.
- Managed a Team of 15 People and Driving Performance.
- Taken Care of Broadband and Vision Upselling on customer care Calls.
- Certified for implemented new ideas for the Process improvement in term of new procedures to be followed in terms of dealing/ Resolving the queries.
- Adjustments and Refunds of the PSTN line.
Education
Bachelor of Commerce -
Dr.Bhimrao Ambedkar University
Agra 04.2001 -
Skills
Process Development
Timeline
Head of Omni/Logistics/Customer Experience
TCNS Clothing Co Limited
02.2021 - Current
DGM Operations - Sales
INDIGINIZ PRIVATE LIMITED
06.2017 - 01.2021
Assistant Manager- Operations
Intelenet Global Services
12.2016 - 06.2017
Associate Manager- Operations and Logistics
Xerion Retail Private Limited (Jabong.com)
04.2012 - 07.2016
Team Leader - Operations
Asim Industries
04.2011 - 03.2012
Team Leader-Operations(British Telecom)
HCL Technologies BPO Services
03.2007 - 04.2011
Bachelor of Commerce -
Dr.Bhimrao Ambedkar University
04.2001 -
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