Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
DECLARATION
Skills
Achievement As Best Customer experience 2018
Work Availability
Languages
Timeline
Generic
S Praveen Kumar

S Praveen Kumar

Sharjah

Summary

Dynamic leader with a proven track record at Flipkart.com India, enhancing customer satisfaction and boosting eCommerce sales by 25%. Skilled in stakeholder management and data analysis, I excel in driving projects to success while fostering team development and implementing strategic solutions. Committed to continuous improvement and delivering results.

Overview

19
19
years of professional experience

Work History

Lead -Customer Experience

Flipkart.com India
01.2015 - Current
  • Managed Ekart and Myntra operations across 37 hubs in Chennai & suburbs, overseeing a team of 1,800+ members and handling daily volumes of 75,000 to 130,000 orders efficiently
  • Assessed customer needs to build strong, productive relationships and consistently maintain high levels of satisfaction
  • Communicated with customer service and Hub teams to improve productivity and service ratings
  • Monitored logistics performance and identified improvement opportunities
  • Engaged in coordinating and managing all facets of training, including induction, process-specific, and new project training (from CENTRAL L&D)
  • Overseeing on-the-job training, Train-the-Trainer (TTT), Safety (POSH), and career development programs like FLIPAHEAD and F-CAT
  • Responsible for motivation training and ensuring timely assessment completion
  • Driving continuous learning initiatives and refresher training for PREXO, SMART-PICKUP, and BYOD updates across 33 Flipkart Delivery Hubs (LM & FM) in Chennai & TN, focusing on quality and productivity
  • Responsible for hub hygiene, cash, process, and call bridge audits, providing feedback to Team Leaders, Hub Managers, and AMs/RMs
  • Piloting new projects based on data analysis, refining them with the program team, and expanding across stations to achieve adoption targets
  • Successfully implemented three key projects (NPS Improvement, Fake, Prajna Project) across the Chennai region within the timeline, gaining trust from teams and the reporting manager, leading to a promotion from CEC to LeadCEC during the 2023 to 2024 PMS cycle
  • Skilled in stakeholder management, project management, dynamic data handling, documentation, and root cause analysis
  • Boosted eCommerce sales by 25% through targeted digital marketing strategies and optimizing product listings
  • Managed sales across multiple eCommerce platforms (Amazon, Flipkart, Myntra), ensuring product visibility and timely order fulfillment
  • Improved customer satisfaction scores by implementing enhanced communication and streamlined support processes

Associate Manager Sales & Logistics

Amazon.in Seller, Ezeekart Retail
Chennai
01.2012 - 01.2015
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Proposed or approved modifications to project plans.
  • Assigned work and monitored performance of project personnel.
  • Collaborated with senior management to develop annual operational plans.
  • Conducted regular performance reviews with direct reports.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Identified needs of customers promptly and efficiently.

Administration - Key Account Executive

NAC- New Advantage Corporation USA
Chennai
01.2010 - 01.2012
  • Developed and implemented strategic plans to maintain and grow key accounts, enhancing customer satisfaction and loyalty.
  • Collaborated with cross-functional teams to ensure the delivery of high-quality solutions tailored to client needs.
  • Analyzed sales data to identify trends and adjust strategies accordingly.
  • Managed key account portfolios by tracking performance metrics such as revenue growth and customer engagement levels.
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
  • Established and maintained strong relationships with decision-makers and influence within key accounts.

CUSTOMER SERVICE EXECUTIVE

AMWAY INDIA PVT LTD
01.2008 - 01.2010
  • Utilized multiple calls' to support efficiently to assist ABO's (Amway business owner)
  • Responded to customer inquiries and requests and resolved issues efficiently and professionally
  • Organize workflow according to workload to meet delivery schedule and to complete tasks
  • Strive for one-call resolution of customer issues

CUSTOMER SERVICE EXECUTIVE

GE MONEY FIANCE PVT LTD
01.2006 - 01.2008
  • Calling the existing Customer and Selling Credit card's & loan's
  • Track quality of all processes through analysis of recorded data
  • Assist in creation of efficient processes through hands-on development and training
  • Provide effective and timely resolution to customers with inquiries

Education

Bachelor of Computer Applications -

Tamil Nadu University
01.2008

Skills

  • Stakeholder management
  • Project management
  • Data analysis and handling
  • Documentation and reporting
  • Root cause analysis
  • Negotiation skills
  • Presentation delivery
  • Team development
  • Succession planning strategies
  • Change management

Accomplishments

  • 100% trained manpower
  • 100% customer metrics in the Chennai region

Personal Information

  • Father's Name: S Prasad
  • Date of Birth: 11/22/86
  • Gender: Male
  • Nationality: Indian
  • Marital Status: Married

DECLARATION

I hereby declare that the information furnished above is authentic and correct to the best of my knowledge.

Thank you,                                                                                                               S. Praveen Kumar

Skills

  • Customer-centric approach
  • Problem solving
  • Analytical thinking
  • Microsoft Office Suite proficiency

Achievement As Best Customer experience 2018

  • 100% safety is maintained during Big Billion Days sales
  • Extended support to operations during Big Billion Days

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Languages

English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)

Timeline

Lead -Customer Experience

Flipkart.com India
01.2015 - Current

Associate Manager Sales & Logistics

Amazon.in Seller, Ezeekart Retail
01.2012 - 01.2015

Administration - Key Account Executive

NAC- New Advantage Corporation USA
01.2010 - 01.2012

CUSTOMER SERVICE EXECUTIVE

AMWAY INDIA PVT LTD
01.2008 - 01.2010

CUSTOMER SERVICE EXECUTIVE

GE MONEY FIANCE PVT LTD
01.2006 - 01.2008

Bachelor of Computer Applications -

Tamil Nadu University

Similar Profiles

CREATE PROFILE
S Praveen Kumar