Minitab, Tableau, Advanced Excel, Data Visualisation Using AI, Six Sigma methodologies and Root cause analysis through AI & Chat Gpt & Julius AI, IBM SPSS, Python, Sql Developer, SAP MM ,Project Management through AI & ChatGpt
SURINDER MANKOTIA
Six Sigma Master Black Belt / Lean Six Sigma Black Belt / Project Management / Product Management / Artificial Intellegence / Advanced Digital Marketing / Supply Chain ManagementLean
Gurgaon,HR
Work Preference
Summary
Result-oriented professional with over 17 years of experience in Supply Chain Management, Operations Management, Logistics, Warehousing, Procurement, and Business Operations within the E-commerce, Manufacturing, Retail and IT sectors. Proven expertise in managing end-to-end supply chain functions, including warehouse operations, vendor management, logistics management and strategic sourcing. MBA in Retail & Supply Chain Management, Certified Lean Six Sigma Master Black Belt (IASSC) (CSSC), Certified Lean Six Sigma Black Belt (IASSC) (CSSC), Certified Lean Six Sigma Green Belt (IASSC) (CSSC ), Certified Project Management Professional (PMP) , Certified Product Management Professional , Certified Advanced Digital Marketer , Certified AI professional , Certified Prompt Engineering Specialist , Generative AI Specialist & Master in Agentic AI with a strong track record of process optimization, cost reduction, and leading high-performing teams of up to 50 people.
Overview
18
18
years of professional experience
34
34
Certifications
Work History
Manager Supply chain Management
Online Perfume (P) Ltd
01.2022 - Current
- Supply Chain & Logistics: Warehouse Management, Inventory Optimization, Transport Management, Delivery Management, and Reverse Logistics.
- Procurement and Sourcing: Vendor Negotiation, Contract Management, Buying and Sourcing, and Strategic Procurement.
- Operational Excellence: Lean Six Sigma (DMAIC), Value Stream Mapping (VSM), Kaizen, JIT, Root Cause Analysis, and Quality Assurance.
- Leadership and Management: Team Building (50-70 members), Stakeholder Management, Client Servicing, and Performance Appraisals.
- Technical Proficiency: SAP MM, Minitab (expert), advanced Excel, JMP software, IBM-SPSS, e-procurement systems, and AI-powered project management tools.
- End-to-End Supply Chain Management: Expertise in managing complex functions, including global sourcing, multinode warehouse operations, inventory optimization, and reverse logistics.
- Vendor & Stakeholder Excellence: Adept at managing high-value procurement accounts for market leaders like Philips, Bajaj, and Havells, while maintaining strong affiliate relationships with platforms such as Zillion, EasyRewards, and Loyalty Rewards.
- Data-Driven Decision Making: Proficient in leveraging Minitab and statistical process controls to perform demand forecasting, cost-benefit analysis, and risk mitigation.
- Team & Performance Leadership: Demonstrated ability to lead and mentor large, cross-functional teams (40-50+ personnel), fostering a culture of continuous improvement and high deliverability.
- Digital & AI Integration: Skilled in utilizing e-procurement systems and AI-powered project scheduling to streamline workflows and maintain a competitive edge in fast-paced retail environments.
- Strategic Sourcing Leadership: A highly accomplished professional with over 17 years of experience specializing in reward fulfillment, digital and merchandise sourcing, and procurement within the e-commerce.
- Procurement & Vendor Excellence: Proven expertise in managing high-value procurement accounts for industry leaders such as Philips, Bajaj Electricals, Havells, Whirlpool, Boat, Groupe-Seb, Protonics India, Honda, Hero Moto Corp, Yamaha, and TVS.
- Strategic Brand Portfolio: Successfully managed and expanded procurement accounts for over 12 major global and local brands, ensuring a seamless supply of high-demand consumer electronics and appliances.
- Operational Scale: Directed complex operations for a massive affiliate network, including Zillion (Payback), EasyRewards, Amazon, Jabong, Tradus.in, and Loyalty-Rewards, managing the end-to-end lifecycle from inventory procurement to final payment.
- Inventory Accuracy: Implemented a rigorous perpetual inventory count system every 30 days, consistently achieving zero variance in stock records.
- Process Standardization: Spearheaded the design and implementation of SOPs for warehouse and procurement workflows, leading a large-scale team of 40 to 50 personnel to maintain 100% compliance.
- Logistics Cost Reduction: Optimized the distribution network by coordinating with cost-effective transporters, and implementing JIT (Just-In-Time) and Milk Run delivery models to minimize holding costs.
- Cost Optimization Expert: Certified Lean Six Sigma Master Black Belt, proficient in applying DMAIC and Root-Cause Analysis to drive significant cost-benefit advantages and budget control.
- Supplier Relationship Management: Expert in identifying potential suppliers, evaluating reliability, negotiating complex T&Cs, and monitoring performance to ensure ethical sourcing, and quality compliance.
- Inventory & Demand Planning: Adept at leveraging data analytics to predict future product demand, optimizing inventory turnover, and mitigating supply chain disruption risks.
- Technological Integration: Extensive experience implementing e-procurement systems and AI-powered tools to streamline purchasing processes and improve organizational efficiency.
- Strategic Vendor Management: Expert at identifying and evaluating supplier reliability, cost-effectiveness, and maintaining ethical sourcing practices.
- Lean Six Sigma Mastery: As a Certified Master Black Belt, I utilize DMAIC and Value Stream Mapping to eliminate waste in the procurement cycle, and optimize inventory turnover.
- Inventory & Demand Intelligence: Proven ability to leverage data analytics to predict market trends and adjust inventory levels, ensuring optimal stock availability without overextension.
- Large-Scale Leadership: Experienced in leading teams of 40-50 people and managing operations for top-tier affiliates like Zillion, Payback, Easy-Rewards, eBay, Jabong, Tradus.in, Infibeam.in, and Loyalty Rewards.
- Strategic Operations Excellence Leader.|Lean Six Sigma Black Belt: Results-oriented professional with extensive expertise in Lean Six Sigma (LSS) methodologies, and AI-integrated project management. Proven track record of driving continuous improvement through Value Stream Mapping, DMAIC frameworks, and Advanced Statistical Process Control, using Minitab. Expert at leveraging prompt engineering and AI tools (ChatGPT, Julius AI) to automate project documentation, optimize timelines, and deliver high-fidelity data visualizations. A collaborative leader skilled in change management, financial ROI forecasting, and stakeholder alignment to achieve measurable business objectives.
- Championed the adoption of emerging technologies and best practices in supply chain management, fostering a culture of innovation and continuous improvement.
- Implemented inventory control systems for accurate tracking and efficient management of stock levels.
- Streamlined distribution processes by identifying bottlenecks and implementing process improvements, increasing efficiency across the entire supply chain.
- Evaluated and selected new suppliers based on their ability to meet organizational needs and requirements.
- Facilitated knowledge sharing among team members through coaching, mentoring, and training programs designed to enhance skillsets and performance.
- Maintained compliance with industry regulations and standards throughout all aspects of the supply chain operation.
- Coordinated cross-functional teams to develop innovative solutions for complex supply chain challenges.
- Implemented robust data analysis tools for monitoring supply chain metrics, enabling informed decision-making based on real-time insights.
- Negotiated favorable contract terms with suppliers, reducing costs while maintaining quality standards.
- Managed supplier relationships to ensure timely delivery of products and services, maintaining high levels of customer satisfaction.
- Managed logistics operations, ensuring seamless transportation of goods from suppliers to end-users within established timeframes.
- Established strong vendor partnerships through regular communication, fostering trust and reliability in the supply chain network.
- Oversaw risk management strategies for the supply chain, mitigating potential disruptions and minimizing impact on business operations.
- Led continuous improvement initiatives focused on enhancing efficiency, reducing costs, and improving overall supply chain performance.
- Collaborated with other department managers to ensure alignment between supply chain objectives and overall business goals.
- Conducted regular audits of supplier performance, addressing any issues or concerns promptly to maintain optimal service levels.
- Optimized procurement processes by implementing strategic sourcing initiatives, resulting in significant cost savings.
- Developed and executed long-term supply chain strategies that aligned with organizational goals and objectives, driving sustainable growth.
- Analyzed market trends to anticipate changes in demand and adjust procurement strategies accordingly.
- Tracked and monitored purchase orders, deliveries and invoicing to verify accuracy and compliance.
- Oversaw demand planning, purchasing, and logistics.
- Implemented inventory-management strategies to maximize availability and decrease waste.
- Collaborated with internal teams to improve outputs to meet demand and supply requirements, ensuring inventory integrity targets for finished goods.
- Improved, standardized and documented planning and scheduling processes.
- Monitored and tracked supplier performance to enforce adherence to quality standards and established timelines.
- Streamlined shipping and receiving operations to reduce errors and improve customer satisfaction.
- Formulated demand planning and generated supply chain management metrics.
- Established inventory targets, stock level, and risk mitigation targets and managed flexibility strategy to optimize inventory.
- Developed and enforced policies and procedures in compliance with local and federal regulations.
- Coordinated supply orders to meet consumer demand and minimize costs of storing and transporting goods.
- Organized and maintained correct inventory levels to drive highest turns possible on inventory.
- Streamlined inventory management processes to reduce supply chain costs and improve efficiency.
- Reduced inventory levels and improved supply chain visibility using strategic initiatives.
- Developed and implemented actionable improvements to increase inventory replenishment efficiency and reduce downtime.
- Increased global supply chain efficiency and development by leading cross-functional teams and enabling supplier integration and management technology tools, upgrades.
- Leveraged valuable business relationships and skillful negotiations to obtain favorable vendor pricing.
- Monitored supplier performance for compliance with contract terms and quality standards.
- Created and implemented comprehensive supply chain management strategies.
- Teamed with sales and marketing teams to confirm that product availability meets customer demand.
- Consolidated supplier base while maintaining redundant sources of supply to reduce transit expenses and improve timely delivery.
- Devised and maintained an up-to-date database of supplier and vendor performance metrics.
- Managed availability of supplies from vendors by ensuring core items were on hand to keep inventory values low and consistently moving.
- Built exceptional rapport with suppliers and transportation companies to create seamless operations.
- Forecasted and managed annual operating budget for every location.
- Supervised 50 staff members tasked with handling materials management, planning, purchasing, and customer service duties.
- Provided supply chain guidance to a team of 50 or more employees.
Assistant Manager Logistics | Warehouse
Online Perfume (P) Ltd
03.2012 - 12.2021
- Responsible for implementing Standard Operating Procedures within the warehouse, and training team members in maintaining compliance with these procedures.
- Executing the weekly internal audit of the warehouse system and procedure, and reporting to the director and CEO.
- Efficiently handling overall activities related to finished goods stock planning, inventory management, and intra-branch stock transfers/distribution.
- Actively monitoring warehouse activities, viz. Receiving, picking, packing, scanning, dispatch, and logistics arrangements, etc.
- Effectively coordinating with cost-effective transporters for seamless and timely pickup and delivery of orders.
- Deftly managing the product assortment planning, category management, warehouse planogram, logistics management, and replenishment.
- Accountable for the perpetual inventory count every 30 days for zero variance.
- Involved in demand forecasting for various inventories.
- Instrumental in planning and distributing manpower sources, and executing warehousing and logistics cost analysis and cost control.
- Preparing the monthly budget and monitoring, checking, and maintaining the service level of local delivery and transporters, as well as handling shortages and damages.
- Coordinating with cost-effective transporters for seamless and timely pickup and delivery of orders.
- Spearheading operations to design and improve the effectiveness of processes such as JIT, milk run deliveries, reverse logistics, and inventory control.
- Managing overall logistics operations (for finished goods) involves coordinating with other external agencies for cost-effective transport solutions.
- Coordinating the distribution, planning, and dispatch with the sales team.
- Maintaining necessary stock records to keep track of inward and outward goods movement.
- Handling depot operations, ensuring optimum inventory levels, timely delivery of materials, and ensuring adherence to quality.
- Involved in preparing the monthly budget and controlling costs with the Operation Head.
- Pivotal in preparing the route plan, coordinating with transporters, and following up for timely vehicle arrangements.
- Maintaining dispatch documentation and records, trip sheet, etc.
- Maintaining timely MIS and database reflecting the trends and developments of the company regarding sales, business development, vendor reconciliation, etc. For budgetary and strategic review to enhance the supply chain of the company.
- Preparing Dispatch Schedule and Dispatch Planning.
- Handling overall activities related to inventory management and storage (stacking, documentation, disbursement, reorder, etc.).
- Collecting orders from sites and sales coordinators, and ensuring timely and cost-effective delivery as per the specific requirements of orders.
- Maintaining timely MIS and database reflecting the trends and developments of the company regarding sales, business development, vendor reconciliation, etc. For budgetary and strategic review to enhance the supply chain of the company.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Generated repeat business through exceptional customer service.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Increased sales through effective merchandising strategies and targeted promotions.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Monitored sales trends to adjust pricing strategies for optimal profitability.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Conducted performance evaluations, identifying areas for development and rewarding strong performance.
- Led weekly team meetings to discuss goals and review performance, fostering culture of continuous improvement.
- Assisted in budget preparation, ensuring alignment with financial goals.
- Maintained compliance with health and safety regulations, ensuring safe environment for both staff and customers.
- Implemented loss prevention strategies, significantly reducing shrinkage.
- Implemented staff training programs to elevate service standards and knowledge.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Oversaw daily operations to maintain store cleanliness and organization.
- Coordinated with vendors for timely inventory replenishment, ensuring product availability.
- Negotiated with suppliers to secure better pricing, reducing operational costs.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Enhanced team productivity by streamlining operational processes.
- Developed marketing strategies to attract new customers, increasing foot traffic.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
- Facilitated team-building activities, enhancing team cohesion and morale.
- Conducted performance evaluations and provided constructive feedback to employees.
- Improved operational efficiency by adopting new technology for inventory management.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Defined clear targets and objectives and communicated to other team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Developed detailed plans based on broad guidance and direction.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Launched quality assurance practices for each phase of development
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed senior-level personnel working in marketing and sales capacities.
Customer Service Executive
Online Perfume (P) Ltd
07.2009 - 12.2021
- Multi-Channel Support: Resolving inquiries via Live Chat, Email, WhatsApp, Social Media, and Voice Calls.
- Order Management: Tracking shipments, updating customers on delays, and handling 'Where is my order?' (WISMO) queries.
- Returns and Refunds: Processing return requests, verifying product conditions with the warehouse, and initiating refunds or exchanges.
- Technical Troubleshooting: Helping customers navigate the website/app, apply coupon codes, or resolve failed payment issues.
- Crisis Management: De-escalating situations with irate customers due to damaged goods, or delivery failures.
- Feedback Loop: Reporting recurring issues (such as a broken size chart or a buggy checkout button) to the product and tech teams.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Implemented and developed customer service training processes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Identified and resolved discrepancies and errors in customer accounts.
Customer Care Executive
Intelenet Global Services Pvt. Ltd.
09.2007 - 04.2009
- I worked for Vodafone in prepaid, postpaid, platinum, gold, and corporate processes, and I handled an average of 150 quality inbound calls per day.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in training programs to enhance product knowledge and customer service skills.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and team productivity by promoting operational best practices.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Implemented and developed customer service training processes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Created and maintained detailed database to develop promotional sales.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Post Graduate Program - Product Management
Henry Harvin Education
Noida, India 04.2001 -
Post Graduate - Project Management
Henry Harvin Education
Noida, India01.2024
Post Graduate Program - Lean Six Sigma
Henry Harvin Education
Noida, India01.2022
MBA - Retail & Supply Chain Management
National Institute of Retail & Management
Ahmadabad, India01.2015
Post Graduate Diploma - Electronic Commerce
HP University-Shimla
Shimla01.2005
B.Sc. (PCM) - PCM
H.P. University
Shimla01.2004
12th - PCM
Army School Bengdubi
West Bengal01.2001
10th - General Studies
Army School Unchi Bassi
Pathankot, India01.1999
Skills
Lean Six Sigma Master Black Belt
Lean Six Sigma Black Belt
Project Management
Product Management
Advanced Digital Marketer
Agile Management
Customer service focus
Supplier relationship management
Supply chain risk management
Procurement expertise
Warehouse management
Transportation management
Production planning
ERP systems
Demand forecasting
Lean principles
Sustainability practices
Cost reduction strategies
Global sourcing
Supply and demand requirements
Supplier negotiation
Negotiating
Strategic sourcing
Warehouse operations
New vendor setup
Logistics planning
Staff management
Production scheduling
Logistics management
Relationship building
ERP systems proficiency
Performance tracking
Supply chain management
Lean manufacturing principles
Purchasing oversight
International purchasing
Multi-plant experience
Expense control
ISO [9001:2015] standards
Supply chain distribution
Six sigma methodologies
Minitab Expert
Federal contracting
Financial management and reporting
Financing structures
Supply chain modeling
Forecast monitoring
Demand planning
Teamwork
Teamwork and collaboration
Customer service
Problem-solving
Team management
Time management
Inventory analysis
Problem-solving abilities
Multitasking
Multitasking Abilities
Transportation planning
Excellent communication
Business process improvement
Decision-making
Self motivation
Time management abilities
Adaptability and flexibility
Effective communication
Team collaboration
Active listening
Organizational skills
Team building
Attention to detail
Problem-solving aptitude
Safety procedures
Adaptability
Strategic planning
Pricing negotiation
Analytical thinking
Inventory control
Quality assurance
Supply chain consulting
Goods movement planning
Project management
Crisis management
Analytical skills
Business analytics
Supplier relations
Risk management
Data analysis
Task prioritization
Interpersonal skills
Professionalism
Reliability
Written communication
Continuous improvement
Interpersonal communication
Conflict resolution
Procurement management
Route optimization
Capacity planning
Goal setting
Financial planning
Budget management
Vendor management
Change management
SAP software
Operations management
Advanced Excel
Python
Sql Developer
Tableau
SAP MM
JMP Software
IBM SPSS
Artificial Intelligence
Prompt Engineering Specialist
Generative AI
Agentic AI
Machine Learning
Visualization Using AI
Root Cause Analysis
Design of Experiment
Google Analytics
Certification
HENRY HARVIN CERTIFICATION IN POST GRADUATE PROGRAM IN LEAN SIX SIGMA (IASSC) (CSSC)
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 50+ staff members.
- Documented and resolved Delivery Tat which led to Increased number of orders and repeated number of customers time and again .
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved excellence in quality by applying lean and six sigma methodologies with accuracy and efficiency.
- Achieved 100% efficiency by introducing API integration for logistics / warehousing tasks.
- Collaborated with team of 5+ software developers in the development of Tracking assigning modules for successful logistics operations.
- Collaborated with team of 5+ software developers in the development of Procurement fulfillment module for efficient and timely fulfillment of material.
- Collaborated with team of 5+ software developers in the development of full proof inventory module for material management.
- Achieved cost reduction through effectively developing cheaper and efficient vendor sources.
Work Availability
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Affiliations
- Bajaj Electricals, Philips India Ltd., Hero Moto Corp., Honda, Tvs, Portronics India, Havells India, Suzuki Motors, Usha International, Groupe Seb, Whirlpool India , LG , IFB, WildCraft, Bata , Payback, Zillion Rewards, Loyalty Rewards, Easy rewards, Milton, Zebronics , Cello, Kreative Solutions, Verdical Solutions, Rewards 360
Quote
Almost everything worthwhile carries with it some sort of risk, whether it’s starting a new business, whether it’s leaving home, whether it’s getting married, or whether it’s flying into space.
Chris Hadfield
Software
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Advanced (C1)
D
Interests
Reading Books / Learning New Skills / Astrology
Timeline
Manager Supply chain Management
Online Perfume (P) Ltd
01.2022 - Current
Assistant Manager Logistics | Warehouse
Online Perfume (P) Ltd
03.2012 - 12.2021
Customer Service Executive
Online Perfume (P) Ltd
07.2009 - 12.2021
Customer Care Executive
Intelenet Global Services Pvt. Ltd.
09.2007 - 04.2009
Post Graduate Program - Product Management
Henry Harvin Education
04.2001 -
Post Graduate - Project Management
Henry Harvin Education
Post Graduate Program - Lean Six Sigma
Henry Harvin Education
MBA - Retail & Supply Chain Management
National Institute of Retail & Management
Post Graduate Diploma - Electronic Commerce
HP University-Shimla
B.Sc. (PCM) - PCM
H.P. University
12th - PCM
Army School Bengdubi
10th - General Studies
Army School Unchi Bassi