Vikas Bhatia

Manager – Escalation Desk & Operations @ Shiprocket

About

I bring over 8 years of experience as a Manager in Escalations and Operations, where I’ve specialized in financial operations, compliance, and escalation desk leadership. Proven ability to resolve high-impact issues (CEO desk, social media/ORM, fraud, legal) with speed and professionalism. Skilled in process optimization, team building, and cross-functional collaboration to drive efficiency and customer satisfaction. Passionate about leveraging technology and data to deliver business results resolving complex client and customer issues with a focus on efficiency and satisfaction. My expertise lies in turning high-pressure situations into opportunities for trust-building, while driving process improvements that enhance overall service delivery. Throughout my career, I’ve worked closely with cross-functional teams to resolve critical escalations, conducted root cause analysis, and implemented long-term solutions that prevent recurrence. I’m passionate about developing teams, mentoring individuals, and creating frameworks that support operational excellence. Recognized for my leadership, analytical mindset, and ability to balance stakeholder needs with business goals, I thrive in environments where challenges drive innovation and continuous improvement.

Country

India

City

Delhi

Industry

Logistics & Supply Chain

Skill

Escalations Management, Crisis Management, Online Reputation Management (ORM), Fraud Investigations, Customer Relationship Management (CRM), Cross-functional Collaborations, Compliance Management, Reporting, Cross-functional Team Leadership, Continuous Improvement, Root Cause Problem Solving, Problem Solving, Financial Risk Management, Operational Risk Management, Logistics Planning, Warehouse Management, Inventory Management, Integrated Supply Chain Management, Supply Chain Management, Shipping

Experience

Manager – Escalation Desk & Operations

Shiprocket

2024-5 - Present · 2 yrs 5 mos

Gurugram, Haryana, India

Led the Escalations team to resolve critical customer and merchant issues within defined SLAs. Acted as the single point of contact for high-priority cases, ensuring quick resolution and customer satisfaction. Conducted root cause analysis on recurring escalations and implemented preventive measures. Coordinated with product, tech, operations, and logistics teams to resolve cross-functional issues. Developed and optimized escalation handling processes to improve efficiency and reduce turnaround time. Prepared detailed reports and dashboards to track trends, highlight problem areas, and drive strategic improvements. Managed communication with stakeholders on critical issues, ensuring transparency and timely updates. Trained and mentored team members to handle complex escalations and deliver excellent service. Drove continuous process improvements to reduce escalations and enhance customer experience. Ensured compliance with organizational policies and service standards while handling high-pressure situations. Conducted RCA (Root Cause Analysis) for DSAT cases and drove corrective actions across teams. Ensured regular reporting on CSAT/DSAT metrics to leadership and stakeholders for data-driven decisions. Trained and mentored escalation teams on customer-first approach to consistently improve satisfaction scores.

Associate Manager – Operations

Shiprocket

2018-1 - 2024-5 · 6 yrs 5 mos

Gurugram, Haryana, India

Managed end-to-end logistics operations, ensuring smooth supply chain and delivery performance. Owned and resolved fraud and dispute cases, safeguarding business and customer interests. Led the compliance team to ensure adherence to organizational policies and regulatory guidelines. Implemented process improvements to minimize risks and streamline dispute resolution. Monitored and reported compliance metrics, ensuring zero tolerance on violations. Built SOPs for fraud handling, dispute resolution, and compliance management. Mentored and guided team members to drive accountability and efficiency.