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Betavina
Operations Professional at Nykaa Fashion with 5+ years in E-commerce and Customer Service
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Competencies
Expertise in analyzing operational data to derive actionable insights and improve processes.
Skilled in streamlining workflows and developing SOPs to enhance operational efficiency.
Proficient in resolving escalated customer issues across multiple channels, ensuring high satisfaction.
Effective in managing vendor relationships and ensuring timely delivery and order fulfillment.
Capable of creating and analyzing dashboards to monitor key performance indicators.
Education
Summary
Dedicated operations professional with over 5 years of experience in e-commerce, managing vendor relations, process improvements, and customer support to drive efficiency and customer satisfaction.
Key Achievements
- Streamlined vendor and customer support operations, ensuring timely issue resolution and improved customer satisfaction.
- Developed and revised SOPs that enhanced process consistency across multiple departments.
- Optimized first-mile logistics and vendor coordination, leading to SLA improvements and efficient order fulfillment.
- Resolved complex escalated customer issues, reducing complaint resolution time and boosting service quality.
- Conducted root cause analyses and drafted process documentation that minimized future grievances.
Experience
Assistant Manager - Operations
Analyzing data to extract actionable insights.. Manage vendor and customer support operations, ensuring timely resolution of escalated issues across channels.. Develop and revise SOPs for consistent and effective support workflows.. Prepare performance reports and conduct root cause analyses (RCAs).. Collaborate with internal teams to implement updates, process changes, and service improvements.
Senior Operations Executive
Resolved return disputes raised by brands through coordination with courier partners and internal teams.. Supported process improvement through problem-solving and process development.. Shared performance reports with courier partners.. Conducted fraud investigations related to RTO and DTO disputes.
Senior Executive, PO Fulfilment
Managed first-mile logistics, vendor coordination, and timely fulfillment of high-volume orders.. Contributed to SLA improvements through better communication between vendors and warehouses.
Senior Associate
Resolved complex escalated customer issues via phone, email, and chat.. Supported backend procurement and investigated order-related issues.
Grievance Specialist
Investigated customer complaints and conducted RCAs to recommend corrective actions.. Drafted internal process documentation to reduce future grievances.
Customer Service Associate
Delivered frontline support and ensured customer satisfaction across financial products.