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About

Detail-oriented Operations Executive with 9 years of experience in overseeing and optimizing business operations (Central & WH SCM/CRM) including BPO. Skilled in improving efficiency, streamlining processes, and increasing profitability. Proven track record of successfully managing teams and driving results. Seeking a challenging role where I can utilize my expertise to contribute to the success of a dynamic organization. Proven success streamlining processes, resolving escalated issues, and delivering exceptional customer service. Adaptable leader adept at training teams, conducting insightful analysis, and optimizing performance through strategic initiatives.

Experience4

  1. Senior Executive (CRM)

    Jul 2026 — Aug 2026

    Duroflex

    Handled inbound and outbound customer calls to provide CRM support and resolve customer queries. Managed and tracked support tickets from issue identification through resolution. Performed Root Cause Analysis to identify causes of customer issues and recommended solutions. Coordinated with teams to resolve technical or process-related issues ensuring fixes before Quality Control validation.

  2. Operations Executive (WH – SCM / CENTRAL CRM)

    Oct 2021 — May 2026

    Wakefit Innovations

    Oversaw end-to-end supply chain and post-delivery operations including customer issue resolution, quality control, inventory management, and continuous improvement initiatives. Analyzed customer concerns raised via tickets and determined appropriate service resolutions. Handled complex escalated cases with root cause analysis and coordinated solutions. Maintained inventory levels with planning and forecasting reports and drove operational efficiencies through process evaluation and enhancement.

  3. Customer Relation Officer

    Oct 2018 — Apr 2021

    Eben Telecom

    Managed front line international operations for a premium US Valet Manager client, overseeing a team. Resolved high-priority escalated cases involving complex inquiries and grievances with thorough investigation. Conducted call audits and staff training/coaching on products, policies, and service standards. Led creation of centralized call tracker, consolidated reporting, and stakeholder presentations.

  4. Operation Executive

    Sep 2015 — Dec 2017

    Aegis Essar Group

    Oversaw high-volume domestic customer service operations for Toyota client. Managed a team of 20+ FTEs coordinating customer issue resolution across India. Delivered exceptional service handling complaints and feedback on sales and service. Directed troubleshooting, root-cause analysis, and escalations using CTDMS and DPRO tools. Designed training programs for new recruits and supervised mentor staff to identify coaching needs.

Education1

  • Bachelor of Commerce

    Shobhit University Distance Education