Akash Bhardia Email & Phone Number

London, England, United Kingdom

Paddington, England, United Kingdom

○ Leading a team and supervising customer care representatives, including providing advice, support, and direction to ensure the team meets performance targets and delivers high-quality customer service. Additionally, I conducted regular team meetings to foster collaboration, share best practices, and address any challenges effectively.○ Tracking key performance indicators (KPIs) and providing regular feedback and coaching to improve individual and team performance through 1:1s and All-hands meetings. I analysed KPI data to identify trends and areas for improvement, implementing targeted training programs and incentives to drive continuous growth and excellence within the team.○ Handling escalated customer inquiries, complaints, and issues that require further thought and clarity beyond the capabilities of frontline customer care representatives. Ensuring timely and effective resolution to maintain/increase customer satisfaction and loyalty.○ Identifying opportunities through direct and team feedback, then escalating these to product and management to refine and improve customer processes, procedures, and systems. Implementing changes to enhance efficiency, productivity, and the overall customer experience while adhering to company policies.

Greenwich, England, United Kingdom

○ Managed end-to-end order fulfillment process, including order reception, payment processing, warehouse coordination for packing/shipping, and ensuring timely delivery. Conducted research on shipping optimization strategies to boost quarterly revenues.○ Collaborated closely with customer service teams to deliver exceptional support throughout the customer journey, handling queries, complaints, and returns efficiently. Contributed to policy development for enhancing overall customer experience, resulting in high NPS scores.○ Oversaw product quality across the supply chain by maintaining standards with suppliers, vendors, and warehouse inspections. Addressed quality issues promptly and implemented return authorization systems for counterfeit or defective products.○ Leveraged data insights to optimize inventory management, forecasting demand, and minimizing excess stock. Coordinated with merchandising and buying teams to optimize inventory levels and collaborated with marketing for promotions, sales events, and product launches to drive sales and maximize turnover.

Gerrards Cross, England, United Kingdom

○ As the first employee hired, I had the responsibility of managing all aspects of the business, from accounting, paid advertising, client management, and decision making. Additionally, I implemented strategies for growth and scalability, ensuring the company's success from its inception.○ Arranged transportation for inbound and outbound shipments, negotiating rates with carriers and managing contracts. I also optimised global freight routes to reduce costs and improve delivery efficiency, ultimately enhancing the company's logistics operations.○ Managed customs compliance with regulators and handled documentation for international shipments, including import/export documents and duties/taxes. Additionally, I ensured adherence to trade regulations and streamlined customs processes to facilitate smoother transactions across borders.○ Identified risk anomalies and proactively mitigated potential supply chain issues, such as disruptions in transportation routes, natural disasters, and supplier reliability. By implementing robust contingency plans, I safeguarded the continuity of operations and minimised disruptions to the supply chain.

Watford, England, United Kingdom

○ Providing excellent customer service by addressing inquiries, concerns, and feedback through social communication channels such as phone calls, emails, live chat, and social media platforms. These interactions allowed me to understand customer needs, offering efficient solutions and ensuring customer satisfaction.○ Resolving customer issues effectively. This included investigating order discrepancies, processing returns or exchanges, tracking shipments, troubleshooting technical problems with the website or app, and handling complaints with empathy and professionalism.○ Developing an understanding of ASOS products, policies, services, and trends. This included staying up to date with new arrivals, promotions, sizing, materials, and any changes in company policies or procedures. Being knowledgeable about the product allowed me to provide accurate information and recommendations to customers.○ Documenting all of my customer interactions and relevant information accurately in the company CRM system. This included details of inquiries, resolutions, escalations, and follow-up actions. Providing regular feedback in my 1:1's on customer feedback, trends, and areas of improvement that can help enhance the overall customer experience.

Bsc Computer Science, Computer And Information Sciences And Support Services, 2:1

Bachelor'S Degree, Computer Science, Distinction

A*-C, Gcses, A* - C’S