Summary
Overview
Work History
Education
Skills
Websites
STRENGTHS
Additional Information
Timeline
Generic

VINEET NAGOOR

Pune

Summary

Experienced professional Senior Customer Experience Executive specializing in handling key accounts for Pan India and analyzing data to determine the performance and quality of service. Looking to leverage my skills in a challenging role within an organization and use innovative strategies to solve complex problems.

Overview

10
10
years of professional experience

Work History

Customer Experience, Senior Executive

Smartr Logistics
11.2021 - Current



  • Build and maintain strong relationships with key clients from two regions (West and North), understanding their business needs and objectives. 4 Key Accounts including B2B and B2C.
  • Coordinate with various internal teams (e.g., operations, sales and technical team) to make sure seamless service on a daily basis.
  • Oversee logistics processes, ensuring 95% of deliveries meet client deadlines and expectations for timeliness.
  • Prepare regular reports, MIS and presentations for clients to demonstrate performance and value delivered with a notable increase in performance by at least 12% in 3 months.
  • Manage disputes or conflicts effectively to maintain strong client relationships and ensure on-time closure within SLA of 72 hours.
  • Gather feedback from clients to identify areas for improvement in service delivery and client satisfaction.
  • Acted as primary liaison for 4 major accounts; addressed inquiries and resolved issues promptly, achieving an average response time of under 2 hours and maintaining a client retention rate and performance exceeding 90%.
  • Monitoring tracking and customer load performance of more than 20 customers to increase retention rate.
  • Preparing and studying MIS on daily basis for 20+ clients.
  • Managed logistics operations for over 1,000 shipments monthly, ensuring timely and efficient service delivery to key clients.
  • Trained and mentored 5 new associates, helping them achieve a performance benchmark of 85% on customer satisfaction within their first month.

Customer Service Associate

Amazon Development Center Pvt. Ltd.
06.2018 - 10.2021


  • Provide prompt and efficient assistance to customers via various channels (phone, email, chat) maintaining customer satisfaction of 85%.
  • Address inquiries related to orders, shipping, returns, and account management.
  • Identify and resolve customer issues effectively, utilizing problem-solving skills to find appropriate solutions with under 2 minutes hold time and resolution within 8-10 minutes.
  • Handle escalated concerns and complaints with a response time of 24 hours, ensuring a positive customer experience.
  • Assist an average of 80 customers a day with order tracking, modifications, and cancellations.
  • Ensure 98% accuracy in providing information on product availability, pricing, and shipping options, leading to improved customer satisfaction.

Internship

Indian Institute of Material Management
09.2014 - 03.2015


  • Understanding Supply Chain Management Activities
  • Participate in inventory audits and assist in reconciling discrepancies.

Education

Computer Science Engineering -

JSPM'S Rajarshi Shahu College of Engineering
01.2018

12th (Science) -

Loyola Junior College
01.2013

Matriculation -

Loyola High School
01.2011

Skills

  • MS Excel Advance
  • Strategic Thinking
  • Power BI
  • Analytical Skills
  • Tableau
  • SQL
  • Customer Service
  • Critical Thinking
  • Team Management
  • Interpersonal Skills
  • Complaint Handling

STRENGTHS

  • Proven capacity to support business operations by delivering effective solutions to customer challenges.
  • Demonstrated proficiency in navigating complex and ambiguous situations with confidence.
  • Expertise in organizing, prioritizing, and scheduling work assignments to enhance productivity.
  • Strong decision-making skills in administrative and procedural matters.
  • Ability to effectively and efficiently achieve challenging goals and complete assignments.
  • Excellent interpersonal and communication skills, fostering positive relationships.
  • Proficient in utilizing the Microsoft Office Suite, with a particular emphasis on Advance Excel.

Additional Information

Date of Birth: 13th October 1995

Marital Status: Single

Sex: Male

Languages Known: English, Hindi

Hobbies: Reading and Playing Football.

Timeline

Customer Experience, Senior Executive

Smartr Logistics
11.2021 - Current

Customer Service Associate

Amazon Development Center Pvt. Ltd.
06.2018 - 10.2021

Internship

Indian Institute of Material Management
09.2014 - 03.2015

Computer Science Engineering -

JSPM'S Rajarshi Shahu College of Engineering

12th (Science) -

Loyola Junior College

Matriculation -

Loyola High School

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VINEET NAGOOR