Wilson Bhalerao

- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

- Managed real-time customer inquiries via chat, coordinating with internal teams to arrange and dispatch ordered products.

- Helped streamline repair processes and update procedures for support action consistency.

- Provided proactive, real-time updates to customers on their order status and whereabouts, enhancing transparency and customer satisfaction.

- Assisted customers with claims and concessions, demonstrating problem-solving skills and adherence to company policies.

Logistics and Operations Management

- Managed the end-to-end logistics process, from initial shipment pickup to final delivery, ensuring smooth and timely transportation for customers.

- Oversaw and resolved Non-Delivery Reports (NDRs), successfully mitigating issues and improving delivery success rates.

- Collaborated with six different courier logistics partners to streamline operations and resolve delivery challenges.

Initiated and tracked claims and claim follow-ups with logistics partners, resulting in a higher rate of claim resolution.

- Processed and provided claims to sellers in compliance with company policy, ensuring fair and timely resolutions.

Data and Reporting

- Maintained and analyzed comprehensive company data on shipment statuses, including delivered, non-delivered, lost, and returned in transit.

- Generated monthly data reports to track key performance indicators (KPIs) and identify trends in logistics operations.

- Managed the issuance of No Dues Certificates (NDCs) for logistics partners, ensuring accurate financial reconciliation and strong partner relationships.

Internal Support and Communication

- Handled and responded to internal tickets, providing timely solutions for logistical and operational issues.

- Managed internal escalations related to logistics and shipment problems, demonstrating strong problem-solving and communication skills.

- Fostered effective teamwork and cross-functional communication to ensure seamless coordination between different departments.

- Explained online self-help options to customers to promote additional and after-hours support choices.

- Provided excellent customer service by efficiently resolving issues and responding to inquiries.

- Took ownership of customers issues to follow problems through to resolution.

- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.

- Helped customers every day with positive attitude and focus on customer satisfaction.