An E-Commerce Professional with rich experience of 13 years in the following:• Planning and Execution in E-commerce segment in Customer Experience & Logistics• Defined new processes to reduce cost and improve efficiency• Defined new processes to improve the overall Customer Experience across all touch points• Identified area of opportunities for each segment and improved the overall performance• Managed Operations Inbound, Email, Complaints, Escalations, and Social Media • Handled payment & refund related issues • Identified area of opportunities for each segment and improved the overall performance• Reviewed the performance of each segment to understand deviation between the target and achieved performance; and implement immediate correction plan• Worked closely with the knowledge management team to ensure the smooth transfer of knowledge • Worked closely with the IT team for testing while building a system• Worked closely with the Logistics team for product deliveries, return pickup and exchange• Worked closely with Finance, Catalog, category, Marketing• Defined SLAs for stakeholders and monitored them very closely• Worked at Warehouse to fix the issues in dispatch and returns• Vendor Management – Ensuring the contact center operations runs smoothly to enhance and maintain the overall partner/seller experience