Saurabh Patel

As Associate Operations Manager at ElectronicsCrazy Pte Ltd, I manage the day-to-day operations of our e-commerce business, overseeing remote teams in procurement, purchase, presales (listing), chat support, warehouse, and collaborating with the tech development team. My role involves driving operational excellence, ensuring smooth workflows, and fostering strong B2B client and supplier relationships. Key Responsibilities: Operations Oversight: Manage end-to-end e-commerce operations and ensure seamless coordination across multiple teams. B2B & Supplier Relations: Regularly engage with B2B clients and suppliers to negotiate pricing, quotations, and service delivery expectations. Financial & Inventory Management: Collaborate with management to optimize financial strategies, inventory, dead stock management, and profitability. Team Leadership: Lead remote teams, focusing on performance management, employee satisfaction, and quality assurance (chat support). Procurement & Purchasing: Analyze product categories and negotiate with distributors to secure competitive pricing and reduce the risk of dead stock. Key Achievements: Procurement Process Innovation: Developed a system to obtain real-time quotations from distributors, allowing us to serve clients without holding stock, reducing dead stock risk and expanding our product range. Sales Growth: Successfully listed over 100,000 items across multiple categories, increasing B2B and B2C inquiries and sales. Automation Implementation: Spearheaded the development of an automated system to manage supplier and distributor data, enabling faster, more efficient contact and negotiations. This significantly increased team productivity. Market Competitiveness: Maintained a competitive edge in the Singapore market by negotiating bulk purchases, ensuring cost-effective pricing, and fast delivery, enhancing our market position.

In my role as Senior Team Lead at CubeK Technologies, I led a dynamic team in providing top-notch chat support, ensuring high-quality interactions with b2b clients, and strategizing with management to drive B2c sales growth. Monitoring e-commerce channel health reports for platforms like shopee, lazada, and q10, I played a key role in enhancing company performance and employee development.

Major Duties Team Management: Led a diverse team of 25+ members across multiple processes including Airtel Mobility, BSNL Mobility (inbound and outbound), and Vodafone UPE. Performance Monitoring: Managed team performance metrics, addressing issues related to shrinkage and attrition. Quality Assurance: Conducted regular call quality audits to ensure adherence to service standards. Continuous Improvement: Fostered a culture of continuous improvement by implementing best practices and optimizing workflows. Training and Development: Developed training programs to enhance team skills and improve service delivery. Successes Operational Efficiency: Achieved a significant reduction in call handling times while improving customer satisfaction scores. Team Retention: Successfully decreased attrition rates by implementing engagement initiatives and recognition programs. Quality Improvement: Enhanced overall service quality, leading to a measurable increase in customer satisfaction ratings. Highlighted Projects Performance Enhancement Initiative: Launched a targeted program to improve call resolution rates, resulting in a 20% increase in first-call resolution. Quality Audit Program: Developed and executed a comprehensive call quality audit framework that improved service standards and compliance by 30%. Training Workshops: Implemented skill-building workshops that led to a noticeable increase in team proficiency, directly impacting customer interactions positively. Through these efforts, I was able to create a high-performing team that consistently met and exceeded operational targets

As a Customer Support Executive, I manage inbound calls to resolve a variety of customer issues, ensuring a high level of satisfaction. My key responsibilities include: Inbound Call Management: Addressing customer inquiries and providing timely resolutions. Mentoring: Guiding team members to enhance their skills and improve overall performance. Special Desk Operations: Handling challenging cases through outbound calls to resolve disputes effectively. Highlights: Developed strong communication and problem-solving skills. Successfully managed a high volume of calls while maintaining quality service. Key Projects: Implemented strategies to reduce call resolution time and improve customer feedback ratings. My experience has significantly enhanced my expertise in customer service and team collaboration.