Shantanu Kumar Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bengaluru Area, India

Process transition from client and handling team of 15 members for 3 process.Allocating work received and publishing both Daily and weekly reports.Interacting with clients on regular basis understanding team performance, improvements andprocess changes.Interacting with vendors and Customer service team handling escalations and timely launchof products on website.Processing returns and refunds for customer and launching new products on website for Bellacor.com in scarcity of resources.Monitoring SLA and TAT for all the process on daily basis and delivering feedback to team as on when required.Documenting process flow and creating SOP for smoother process flow.Identifying areas of opportunities, receiving process improvement ideas fromteam and contributing towards enhancement of customer experience byautomations and simplifying work.Communicating development status and documenting progress toward milestones.Conducting regular one to ones, team meetings and huddle, delivering feedback and co-hosting appraisals with managers.Understanding management targets and negotiating and on new projects with client.Conducting training for new joiners and refresher training for the team.Coordinating with HR on new requirements and conducting recruitment.Set-up the products, product image, description, price and promotion on website.

Whitefield

Supported the UK general merchandise business of TESCO by forecasting and ordering stock for their both online and store channel. Worked for all Tesco Stores in UK to ensure right stock is available at right time in optimum quantity for customers. Review OTB and Margins, planning seasonal promotions and markdowns. Prepare stock availability reports, Top selling Lines report, Tracking Promotional & Price Establishments Sales. Managed overall forecasting and ordering for Recreations, Home Utilities and Essentials, Cook Dine, Luggage, Camping, Sports and FOB orders for entire general merchandise category. Interacted with:o Merchandiser on weekly forecast and orders to be placed.o Depot team managing delivery slots for suppliers in peak timeo Suppliers on their stock holding, chasing on Failed to arrive purchase orders. Worked as supportive lead, mentored new joiners on the process; guided the team on new process/ ideas, and allocated work accordingly Developed reports on time on a weekly & monthly basis Created multiple macros which was widely used by all teams to increase efficiency, reduce TAT and monitor Quality. Developed a Forecasting Tool for Tesco UK GM segment both stores and online channel using VBA and SQL which was approved and signed of as only tool to be used across all categories analysing supply and demand. Monitored competitors’ activities through regular competitor checks which includes competitor’s home page report & weekly newsletter report Worked with RPA (Robotic Process Automation) team on various projects giving insights and generating ideas to automate process and conducting proof of concepts and quality.

Bengaluru, Karnataka, India

 Interacting directly with end customer over the phone and clearing their doubts on a specific product and converting the call into sales. Guidance to the sellers for registration on Flipkart.com Worked as Process Trainer for the new hires and shared the knowledge base Capturing and recording all the product data related issue on website (In-correct pricing, Wrong product image & Accessorizing). Managing return, refund & exchange for the customers. Worked in coordination with the logistics team during launch of express delivery option (same day delivery & next day delivery). Acted as floor supervisor for a team of 13 members in the absence of the Team Leader.