VINAY KUMAR

• Reduced return-related losses by 20% through proactive customer follow-ups and data-driven insights shared with manufacturing and technical teams across the US, Australia, and Europe
• Managed the database of high-returnable products, identifying and addressing areas causing financial losses
• Optimized operational efficiency by 15% to 20% through data-driven analysis of Charge-backs, negative feedback, and Claim reports
• Led a team responsible for tracking orders shipped from US warehouses and, on a timely basis, filed claims against orders stuck in transit, delivered at the wrong address, delivered incorrect products, and delivered but in damaged condition
• Proactively monitored US warehouse inventory levels, identifying and communicating [number] instances of low-stock items to Chinese manufacturers, ensuring timely replenishment
• Streamlined operational efficiencies to consistently meet SLA commitments, maintaining high levels of customer service
• Ensured optimal productivity by reducing process gaps.

• Effectively oversaw communication and projects initiated from the CEO's office
• Optimized operational efficiency through cross-functional collaboration and process improvement initiatives
• Successfully identified and implemented new marketplace strategies to liquidate around $5000 of excess inventory from US warehouses, optimizing inventory turnover
• Proactively reviewed weekly fraudulent cases, identifying and escalating high-priority instances to marketplaces, reducing potential financial losses.

Implemented strategies to minimize losses on returns by proactively following up with customers, marketplaces, and vendors for return and refund

• Managed the Product, identifying and addressing high returnable products causing financial losses
• Led a team that tracked orders shipped from the US warehouse and vendors to customers who placed orders from Amazon, Walmart, E-bay, Facebook, and Sears until they were delivered
• Managed Order returns by generating prepaid labels with the logistic partner according to the product's weight, dimensions, and pick-up location
• Raised disputes in misplaced packages, deliveries to wrong addresses, or lack of tracking movement post five days.
• Streamlined operational efficiencies to meet SLA commitments on time
• Ensured optimal productivity by reducing process gaps, hiring, training, and managing administrative staff
• Conducted the daily, weekly, and monthly reports of incoming and outgoing packages from US warehouse.

• Exceeded team goals and resolved issues by partnering with staff to share and implement customer service initiatives
• Led a team of 35 plus, which includes Team Manager, Leads, and associates in E-commerce customer service for marketplaces such as Amazon, Walmart, E-bay, Facebook, and Newegg in the US market
• Reviewed and tracked the higher-level escalations report, ensuring that the team responded within TAT and resolved issues on a priority basis
• Ensured disputes and complaints are effectively managed and tracked.

• Led a team of 15 sales professionals, handling sales inquiries relating to new, pre-owned cars and insurance renewal
• Enhanced the connect-to-customer timing on the inquiries received via Just Dial, Car Dekho, and other car portals
• Analysis of the MIS to identify areas of improvement
• Addressed various issues, complaints, and grievances raised by clients and resolved them as soon as possible.

• Successfully resolved client issues, complaints, and grievances within the timeframe, improving their satisfaction and retention
• Managed a network of distributors and super-stockists in the Mumbai region.

• Managed the entire gamut of operational activities from the login stage to policy issuance, including complete documentation, verification, and checking the final issuing of the policy with the concerned department
• Carried out the responsibility of handling Claim Payments and Authorization (Maturities and Surrenders)
• Following up with various departments to ensure efficient operations in issuing the policy and disbursement of claims within the Turn-Around-Time.