Helping e-commerce brands craft a more seamless experience for their customers

Managed the outsourced functions of process excellence team in creating Standard Operating Procedures and defining SLAs for operations.Interact with Engineering, Product and Business Teams to design and execute new feature launches.Designed and executed projects as below: 1. Improve FCR.2. Minimise TAT and Resolution Time.3. Minimise upstream dependencies.

Create, modify and enhance SoPs/process flows for various Business Units.Maintain Business standards on Quality, SLA adherence by overseeing the daily operations of Distribution Centre, Customer Connect and TechOps.Identify fraudulent transactions via data analysis and improve platform reliability.

Work with outsourced partners and assist in recruitment, training quality and daily operations to ensure company standards are met for each transaction handled at a partner location.Work in tandem with Operations and quality to ensure best seller satisfaction and Net Promoter Score is received for every successful transaction.

Guided a team of 25 under Level 2 Tech function of Seller Experience. Created APIs for Queries in MySQL and Python which enabled minimal resolution time of Support functions.Assisted in the design & development of data and action APIs to troubleshoot seller queries.