Dashmit Aurora Email & Phone Number

Olympic Park

• I am responsible to Manage end-to-end operations of 3PD Sales Channel (EBay, HN Dropship and future New Business channels) which includes pre and post sales, making sure the varied and channel specific SLAs are met.
• Build and maintain strong relationships with 3PD clients, serving as the primary point of contact for their requests.
• Responsible to meet regularly with other members of the team and external party’s (EBay Marketing Team/Logistics/Customer service) to discuss progress and find new ways to improve New Business operations.
• Identify upsell, cross-sell, and renewal opportunities, communicate with the sales team regularly, and manage internal approvals with DTC SLT.
• Generating new sales using existing and potential customer networks
• Identify and resolve all operational issues with 3PD sites and fix Root causes (Jira) with relevant stakeholders.

Sydney, New South Wales, Australia

• Data analysis – Analyze reports from Finance and AR department to identify root cause of issues and to implement process improvement to eliminate future instances
• Manage EBay account Post Sales and Operations. Be point of contact for Partnership Team, EBay account manager and CS team, so that eBay account is managed effectively.
• Create Training Guides of all Pre-order and train Customer Service team onshore and offshore.
• Point of contact for all payment providers (Latitude, PayPal etc.) account managers.
• Manage Ledger/Refund Operation for all Ecommerce Stakeholders.
• Monitor and management of payment disputes from customers (charge back/ refunds not received/ non-delivery of goods) and work with relevant internal stakeholders to resolve matter e.g. Customer Service and Finance

New Delhi, Delhi, India

• Managed 10 Accounts throughout India, totaling 6 Crore in Revenue ($1.2M).
• Increased the ROI of client accounts by 25%, resulting in incremental upsell opportunities worth 75 Lakhs. ($.10M), buy building deep relationships with clients to understand their specific needs.
• Overhauled client onboarding processes which improved client engagement by 25%.
• Collaborated with Analytic department to understand root cause of customer complaints and reducing them by 20%.
• Collaborated with media representatives to optimize coverage of special events.
• Exceeded 2021 Sales data by 15% through contriving strategies to win market share from competitors.

3 Murray Rose Ave, Sydney, Australia

• Responsible for resolution of escalations regarding any B2b/individual customers refund or compensation claims with all internal stakeholders including finance and VOC case managers, call center as well as product.
• Handled claims of refunds and compensation worth approx. $1.20000 million a year with 99.99% accuracy while adhering to all regulatory risks from Australian consumer law, department of fair trade, as well as keeping.
• Designed and implemented process changes for reducing refunds/Compensation claims, these changes led to 25% claims reduction and led to improving customer retention.
• Implemented plans and process to mitigate flagging of risky customers from department of fair trade, resulted in reduced claims by 15% sk.
• Designed and implementing processes to enable cross training plans for the team resulting in improving team retention by 30% from previous period.Helped implementing changes in monthly customer reporting and helped.
• Contributed to the customer success and delivery blueprint.

3 Murray Rose Ave, Sydney Olympic Park NSW 2127

• Conducted customer interviews by phone or in person to investigate complaints and solicited suggestions for improvements or quality system engagements.
• Efficiently received, investigated, and resolved complex complaints from external agencies such as the Department of Fair Trade and various consumer complaints divisions like NSW Civil and Administrative Tribunal ETC.
• Efficiently handled customer calls and emails & maintained cordial relations.
• Liaised with sales, product line and operations management and other colleagues to review VOC data related to functional areas of responsibility and facilitate required changes to drive improvement.
• Management and training of Team members including fresh recruits.
• Urgently resolved issues with associates, internal and external customers. Used sound judgment in decisions and interactions.

3 Murray Rose Ave, Sydney Olympic Park NSW 2127

• Successfully assisted customers with product selections and purchases of over AUD 500,000 per year.
• Increased sales by 21% by building relationships and customer loyalty through effective communicative skills.
• Reduced Returns by 29% by providing exceptional customer service and support
• Successfully achieved all KPIs related to customer experience and financial targets.
• Achieved 100% score on customer loyalty through exceptional customer service.
• Personally trained staff in 3 stores for new product launches. Collaborated with managers, team members, and vendors to achieve the company’s objectives.

Greater Philadelphia Area

• Established Inventory Management system which led to increase in sales of 31% due to reduction in stock outs and increased customer satisfaction.
• Successfully set up the Export Division of All American Monuments, in Philadelphia, USA. This introduced a new revenue stream which improved company revenue by 15%.
• Conceptualized and successfully introduced a new retail outlet for cell phones as a part of the diversification plan of the company.
• Designed campaign to improve communications with customers. Campaign increased customer base by 24% and included managing team of 5 people

• Was top Real estate broker for 3 years running.
• Team member for database management support for real estate operations and accounting.
• Personally launched ecommerce platform in association with fulfillment by Amazon.
• Successful ecommerce project led to promotion to Assistant Manager.

Master Of Business Administration (M.B.A.), Business

Activities and Societies: I have been an active member in the consulting club.Completed MBA.

Diploma, Computerized Application

Activities and Societies: Debate TeamNew York Institute of English and Business New York, USA Completed my Diploma in Computerized.

Bachelor’S Degree, Computer Science

Activities and Societies: Cricket and Debate Teams.