Vinit A.

• Lead daily e-commerce operations ensuring on-time order processing, fulfillment, and delivery • Manage customer service across chat, WhatsApp, email, and calls with a strong focus on CSAT and SLA • Implement SOPs inspired by airline service standards to improve reliability and response time • Handle high-impact customer and vendor escalations with calm, solution-oriented decision-making • Track and report KPIs including delivery TAT, refunds, complaints, and service quality • Coordinate with logistics partners, riders, and vendors to optimize performance and costs

• Assess and identify new opportunities for growth in current and prospective markets. • Establish the company’s goals and objectives. • Perform regular employee evaluations to determine areas of improvement. • Develop a comprehensive company budget and perform periodic budget analyses. • Assess overall company performance. • Ensure all company activities adhere to legal guidelines and policies. • Resolving conflicts or complaints from customers and employees. • Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities • Ensuring staff members follow company policies and procedures. • Building positive relationships with customers. • Understand customer needs and develop plans to address them. • Promote high-quality sales, supply and customer service processes.

*Responsible for executing and managing all activities related to product cataloging & pricing. * Ensuring all product details and prices on the platform are correct and updated. *Maintaining categorization of the products on the platform, Updating product information, including images and prices . *Uploading inventory stock positions Operational & co-ordination activities related to the catalog Manage Adhoc requests from Category and other internal teams and resolve them within a Specific TAT Demonstrate a flexible attitude and be responsive to change and last-minute requests. *Creation of vendors codes and Entering vendor details in the system. *Setting up SKUs on the system. *Assisting merchant team with required documentation with other functions and vendors. *Engage with vendors to get product information as per the defined templates of attributes and images. *Content creation, population of content from various sources (including research on the internet), interacting/coordinating with vendor/manufacturers, conducting QC, identifying and correcting errors, maintaining records of work received and work performed.

• Reported to the COO and shared the operations report to ensure that company standards are maintained at all times • Assisted team to make travel arrangements for both business and holiday purposes • Developed staffing requirements and plans based on productivity objectives • Worked closely with the finance department to increase revenues • Assisted corporate clients to make hotel reservations • Resolved customer complaints and booking queries via phone, email, or social media • Maintained the sales report of the office and shared the report with the revenue team • Assisted the online security team to verify payment of the card in order to avoid any misuse of the card on the website

- Worked as a Terminal Officer responsible for leading the duty teams on a shift basis to ensure smooth operations at the airport terminal. - Inspected the terminal building and oversaw maintenance activities to ensure serviceability of all passenger amenities. - Reviewed daily works schedule and ensured sufficient resources to provide high standards of service to passengers at all times. - Managed passenger peaks by identifying booked loads. Coordinated with different stakeholders to ensure readiness for a smooth flow and enhancing passenger experience. - Trained Customer Service executives in soft skills, lounge operations and product knowledge to handle passenger information desks and lounges at the airport. - Have been an internal auditor for the airport processes since 2009. - Undertook the energy conservation project for the domestic terminal at Mumbai Airport and managed to reduce terminal energy costs by 20%. - Led the project for reducing ambient noise levels by setting up and implementing a policy to limit the number of announcements made in the public areas. - Efficiently managed and co-ordinated with emergency services for terminal evacuation in cases like bomb threats, hijack calls and a fire in the terminal food court. - Handled a number of national and international VIP movements and lounge operations. - Dealt with passenger grievances for the airport facilities. - Identified a number of areas in the terminal which could be let out for commercial purposes. - Helped airlines in case of irregular operations, unruly passengers, medical and death cases at the terminal.

Led a team of customer service executives for smooth flight operations. - Managed a team of executives for flight reservations and sales. - Handled irregular flight operations and passenger grievances. - Investigated complaints relating to delay and disruption of flights, missing or damaged bags. - Managed staff recruitment and joining process for the station. - Trained new staff on the airline DCS. - Assisted the corporate office team to deal with station issues. - Certified load and trim staff.