Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Languages
Timeline
Generic
Vivek Kumar

Vivek Kumar

Delhi

Summary

Resourceful Assistant Manager known for high productivity and efficient task completion. Specialized skills include team leadership, operational management, and customer service excellence. Excel in communication, problem-solving, and time management, ensuring smooth operations and positive team dynamics.

Overview

8
8
years of professional experience

Work History

Assistant Manager

Moglix
Noida
05.2024 - Current
  • Managing the Suppliers Pick Up Plan and ensure that Pick up SLAs are met.
  • Managing delivery plans based on internal KPIs; achieve higher product adoption, customer satisfaction, and overall OTIF.
  • Managing product-related, fulfillment-related or process-related queries from the customer that occur on the platform.
  • Coordinating with teams for End-to-End Order Status from Supplier Pickups with Delivery (Order Life Cycle).
  • Producing regular status, and quarterly activity reports to Moglix leadership.
  • Managing support issues and escalations for Moglix customers.

Assistant Team Leader

Crossborder Logistics Pvt. Ltd.
Gurgaon
05.2022 - 05.2024
  • Train new team members and help them to fit in the work environment
  • Monitor team performance and guide them to achieve the metrics
  • Assist the manager in making report and maintaining dashboard
  • Resolve customer queries over the phone, mails and Chats
  • Handled escalations calmly and professionally, providing appropriate solutions to promote continued customer satisfaction

Strategic Account Manager

Shyplite
Gurgaon
09.2021 - 05.2022
  • Communicated with customers through phone calls, chats, and emails to assess customer needs and provide solutions
  • Dealt with complex complaints and angry customers professionally and politely, resolving issues with favorable solutions
  • Managed all complex social media complaints to maintain customer satisfaction
  • Sought out opportunities for upselling additional products or services to existing customers.
  • Developed and implemented key account plans to meet customer needs and increase company profitability.
  • Conducted meetings with clients to discuss their objectives, challenges, and strategies.
  • Resolved conflicts between customers and other departments by identifying root causes and proposing solutions.

Backend Executive

FedEx Express
Gurgaon
06.2018 - 01.2021
  • Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction
  • Assisted customers with product-related questions, feedback, and complaints
  • Maximized customer satisfaction by resolving service issues promptly
  • Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement
  • Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention

Venue Booking Coordinator

India Habitat Centre
Delhi
09.2016 - 01.2018
  • Maintained calendars of upcoming events, meetings and deadlines.
  • Ensured compliance with company policies and procedures related to project management activities.
  • Managed day-to-day operations of the department including scheduling tasks and assigning duties.
  • Facilitated communication between different departments in order to resolve issues quickly.
  • Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.

Education

Bachelor of Arts - Fine Arts

University of Delhi
Delhi
07.2018

12th -

Govt. Boys Seniors Secondary School
Delhi
06.2015

10th -

Govt. Boys Seniors Secondary School
Delhi
06.2013

Skills

  • Customer Relations
  • Escalation Management
  • Good Verbal and Written Communication Skills
  • Decision making
  • Conflict resolution
  • Leadership
  • Orientating and training
  • Project Management
  • Business development understanding

Accomplishments

  • Received Reward and Recognition twice in Shypmax
  • Awarded with Best Performance of the year in FedEx Express.
  • Awarded the best all round performance in secondary school.

Affiliations

  • A professional theatre artist of having 6-7 years of experience of stage play, nukkad natak and dramas.
  • I have completed few casting projects as an intern.

Languages

Hindi
First Language
English
Upper Intermediate (B2)
B2

Timeline

Assistant Manager

Moglix
05.2024 - Current

Assistant Team Leader

Crossborder Logistics Pvt. Ltd.
05.2022 - 05.2024

Strategic Account Manager

Shyplite
09.2021 - 05.2022

Backend Executive

FedEx Express
06.2018 - 01.2021

Venue Booking Coordinator

India Habitat Centre
09.2016 - 01.2018

Bachelor of Arts - Fine Arts

University of Delhi

12th -

Govt. Boys Seniors Secondary School

10th -

Govt. Boys Seniors Secondary School

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Vivek Kumar