About
Results-driven E-commerce Specialist and IT Project Associate with over 7 years of experience in managing online store operations, optimizing digital workflows, and supporting cross-functional technology projects. Proven ability to streamline e-commerce systems, lead backend operations, and drive IT implementations from planning to execution, significantly improving efficiency and customer satisfaction. Adept at leveraging data analytics to enhance business performance and resolve complex operational challenges.
Work
Bangalore, Karnataka, India
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Summary
Currently serving as an E-commerce Specialist & IT Project Associate, driving operational excellence and technology project delivery within the e-commerce sector.
Highlights
Executed end-to-end product listing, catalog updates, pricing strategies, and inventory management, ensuring seamless online store operations.
Developed comprehensive dashboards in Excel and Power BI to report key performance indicators (KPIs) including traffic, conversion, Average Order Value (AOV), and Customer Lifetime Value (LTV), enhancing data-driven decision-making.
Reduced Return-to-Origin (RTO) rates by 20% through strategic implementation of address validation and prepaid nudges, optimizing logistics efficiency.
Coordinated with warehouse, customer service, and tech teams to ensure stringent Service Level Agreement (SLA) adherence, improving operational flow and customer satisfaction.
Assisted in planning, organizing, and tracking multiple IT projects, ensuring timely delivery and alignment with critical business objectives.
Created and maintained detailed Business Requirement Documents (BRDs), project status reports, Gantt charts, and dashboards utilizing MS Project, Excel, and Power BI, enhancing project visibility and control.
Identified and resolved critical blockers in project execution, significantly improving team productivity and accelerating project delivery pace.
Bangalore, Karnataka, India
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Summary
Managed e-commerce backend operations and data analysis, contributing to business growth and process optimization.
Highlights
Increased E-Commerce contribution to the overall business from 5% to 10% by strategically partnering with trending marketplaces, driving significant revenue growth.
Supported daily operations, including courier follow-ups, return processing, and storefront backend updates, ensuring smooth e-commerce functionality.
Prepared and published comprehensive MIS reports to the Management team, facilitating informed strategic decisions.
Developed and modified SQL queries to enhance data accuracy and streamline reporting for various e-commerce functions.
Created dynamic dashboards in Power BI and MS Excel using diverse data types, providing actionable insights into business performance.
Analyzed online shopping app customer reviews to identify key areas for improvement, contributing to an enhanced user experience.
Bangalore, Karnataka, India
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Summary
Led a team of Customer Service Associates and managed daily e-commerce and retail operations, significantly improving customer satisfaction and operational efficiency.
Highlights
Led a team of 15+ Customer Service Associates, providing daily guidance, training, and performance feedback to ensure high service standards and team productivity.
Improved Net Promoter Score (NPS) by +20 points through faster resolution times and proactive customer support strategies.
Oversaw the end-to-end order management lifecycle, from order placement to delivery, return, and refund processing, ensuring seamless customer journeys.
Handled high-priority customer escalations across digital channels and retail, resolving complex issues related to orders, payments, returns, and logistics.
Coordinated seamlessly with warehouse, tech, and marketing teams to ensure smooth operational flow and cross-functional project execution.
Contributed to the development of Standard Operating Procedures (SOPs) and quality assurance initiatives, standardizing support operations and enhancing service consistency.
Languages
Kannada
English
Hindi
Telugu
Skills
E-commerce & Operations
E-commerce Storefront Management, Order Lifecycle & Fulfillment Coordination, Product Listing, Catalog Management, Pricing Strategies, Inventory Management, Order Processing, Shipping Integration, Returns Handling, RTO Reduction, Address Validation, Q-Commerce Marketplaces, Storefront Backend Updates, 3PL & Courier Integrations, Retail Operations, Order Management, Customer Service, SLA Adherence.
Project Management & IT Coordination
IT Project Coordination, Project Planning, Project Tracking, Project Documentation, Requirements Gathering, Risk Management, Status Reporting, UAT Coordination, Bug Reporting, BRD Creation, Gantt Charts, Agile Methodologies, Waterfall Methodologies, Sprint Planning, Daily Stand-ups, Blocker Resolution.
Data Analysis & Reporting
Excel, Power BI, SQL, SQL Queries, Toad, KPI Reporting, Traffic Analysis, Conversion Rate Optimization, AOV Analysis, LTV Analysis, Competitor Analysis, Pricing Benchmarking, MIS Reporting, Reconciliation Analysis, TAT Report Preparation, Customer Review Analysis, Google Analytics, Firebase Analytics, Data Integrations.
Customer Experience & UI/UX
CRM & Customer Support Platform (Zendesk), Website Optimization, App UI/UX Improvement, UI / UX Design, Customer Escalation Management, NPS Improvement, Customer Satisfaction.
Team Leadership & Collaboration
Team Leadership, Cross-functional Team Collaboration, Training, Performance Feedback, Resource Allocation, Scheduling, Shift Planning, Problem Solving, Communication, Time Management.
Process Improvement
Process Streamlining, SOP Development, Quality Assurance.