Ashlyn Fernandes Email & Phone Number

Mumbai, Maharashtra, India

Head Customer Operations, Managed Services and Control Tower

Mumbai Area, India

- Drive performance & time optimization through process and product improvements.- Identify new sources of revenue and cost optimizations via new/existing Partner and Vendor developments.- Identify and tackle reasons for churn with the help of the Customer Success and Account Management teams.- Worked closely with the Technology team being responsible to define, prioritize and develop new features and the product road-map.- Hiring, training and monitoring the Operations and Customer Support teams.- Setup, manage and ensure SLA’s with vendors & customers are adhered to.- Introduced International Shipping & Warehousing Fulfillment Services as a new revenue channel.- Partnered with Top logistics companies and created a sustainable and scalable process flow for everyday operations.- Improved product features and streamlined backend operations to enhance user experience, increasing client retention and reducing manual operational work.

Mumbai Area, India

- Created and ensured sustainability and scalability of a new revenue channel, as part of the core team for Zepo Couriers.-Structured the end to end onboarding and account management process leading to a reduction in customer queries, improving user experience.- Automated and optimized processes with Vendors to ensure smooth flow of information.- Optimized support team processes to ensure a high level of customer experience.- Managed issue resolution of escalated clients and vendors by providing effective long term solutions.- Worked as a SPOC for Key Enterprise accounts and built relationships to capitalize business opportunities and ensure long term retention.

Mumbai Area, India

- Provide product training and demonstration (functionally) online or on site.- Provide ongoing support to users via phone & email to ensure their success with the company.- Coordination with Vendors to ensure smooth flow of operations.- Provide expert advice to clients with regards to E-commerce trends and Logistics.

Mumbai Area, India

- Directly responsible for handing and providing constructive feedback for technical queries related to - Operating systems,Networking,Computer peripherals.

Bachelor Of Management Studies - Bms

Hsc ( Computer Science )

Activities and Societies: Represented Pune District and Maharashtra State at Football.

Ssc

Activities and Societies: Sports Committee Head, Represented Mahindra United Football Club, Thane District and Maharashtra State.