• Managed all the offshore activities of the Client Showcase - Showcase is one of the largest retail chains with more than 100 brick and mortar stores of as seen on TV and more products in Canada.• The primary areas of operations include: Sale and promotions management for 100 + stores over SAP Point of sale support (CitiXsys-Ivend) Audit of sales and account receivables Fraud management Order verification… Show more • Managed all the offshore activities of the Client Showcase - Showcase is one of the largest retail chains with more than 100 brick and mortar stores of as seen on TV and more products in Canada.• The primary areas of operations include: Sale and promotions management for 100 + stores over SAP Point of sale support (CitiXsys-Ivend) Audit of sales and account receivables Fraud management Order verification, order processing and product return management Customer service and technical support Affiliate and wholesale management Website and catalogue management Internet marketing Payroll management Leave management• Maximize on-line revenues through e-marketing opportunities in partnership with direct marketing team, creative services team, IT development team and 3rd party resources.• Participate in the development and execution of strategic and tactical business plans with other cross functional team supporting the Ecommerce strategy.• Demonstrated strong business judgement and decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives.• Responsible for collaborating with cross-functional partners to manage all aspects of the Ecommerce business including, business planning, content strategy and development, promotional campaigns and other on-line marketing, website design, customer service and web analytics. Show less

• Managed all the offshore activities of the Client Showcase - Showcase is one of the largest retail chains with more than 90 brick and mortar stores of as seen on TV and more products in Canada• Managed the following departments for the clientOrder verification, order processing and product return managementCustomer service and technical supportAffiliate and wholesale managementWebsite and catalogue managementInternet marketing• Created a ‘‘Floating Pool’’ through… Show more • Managed all the offshore activities of the Client Showcase - Showcase is one of the largest retail chains with more than 90 brick and mortar stores of as seen on TV and more products in Canada• Managed the following departments for the clientOrder verification, order processing and product return managementCustomer service and technical supportAffiliate and wholesale managementWebsite and catalogue managementInternet marketing• Created a ‘‘Floating Pool’’ through cross-training between 2 processes which resulted in 10% of productivity benefit• Identified capacity limitations, bottlenecks, and thus bringing about improvements• Developed strategies to achieve optimum resource utilization through multi functionality and ensuring an effective backup plan Show less

• Maintained Capacity Forecast & Scheduling, Resource Planning, Utilization, Risk Management & Compliance, and Managing operational service levels • Successful migration of process post Due Diligence and working closely with the Business Development team to provide domain knowledge expertise• Devised employee satisfaction & retention strategies, i.e. Reward & Recognition, One-o-Ones, Career pathing, Skill enhancement, Outings, etc.• Determining training needs of employees and… Show more • Maintained Capacity Forecast & Scheduling, Resource Planning, Utilization, Risk Management & Compliance, and Managing operational service levels • Successful migration of process post Due Diligence and working closely with the Business Development team to provide domain knowledge expertise• Devised employee satisfaction & retention strategies, i.e. Reward & Recognition, One-o-Ones, Career pathing, Skill enhancement, Outings, etc.• Determining training needs of employees and conducting suitable training programs to enhance their operational efficiency leading to increased productivity Show less

• Supervising a team of 15 customer support representatives providing customer service to the US and Canadian customers of Wonderfulbuys.com, YouCanSave.com, Koolatron.com and Lentek.com• Sharing feedbacks with agents on individual bases; handling inter and intra department employee relations

• Worked towards the prompt query resolution • Making monthly call center reports • Making outbound calls to the customers for collection of the outstanding receivable• Making calls to banks in US to verify the billing details of the customer’s credit card

• Attending and solving the customer’s complaints related to computer hardware and internet. Independently managing the sister concern of the firm(Cyber systems-Authorized VSNL Agents)• Up selling, new products to customers