Roy George

#54, 3rd Cross, 4th Main Road Royal Shelters Layout, BTM 4th Stage Bangalore – 560068 Mobile: - Passport # H- Nationality: Indian Marital Status: Married Email :- ROY GEORGE PROFESSIONAL SUMMARY Professional with 10 + years of work experience in Operations, Operations Excellence, Reporting and Analytics, Order Management, Service Delivery and Customer Service/ Experience PROFESSIONAL ACHIEVEMENTS SETUP THE OPERATIONS EXCELLENCE, ORDER MANAGEMENT, REPORTING & MERCHANT TEAM AT LOOKUP.TO PART OF GLOBAL DISPATCH STANDARDIZATION PROJECT (PILOT) WITH ORACLE SECURED BEST PERFORMER & INDIVIDUAL CONTRIBUTOR AWARD FOR Q1 & Q2 2012 WITH UNISYS ACHIEVED 100% CSAT WITH FEDEX AT 24/7 CUSTOMER SKILLS WORK HISTORY OPERATIONS OPERATIONS EXCELLENCE CUSTOMER SERVICE / EXPERIENCE ROOT CAUSE ANALYSIS REPORTING AND ANALYTICS MY SQL MS OFFICE ANALYTICAL TOOLS (SOCIAL MEDIA ANALYTICS, COUNTLY, LOCALYTICS, CALLISTICS) ORDER MANAGEMENT & PROJECT COORDINATION CLIENT RELATIONSHIP MANAGEMENT SHARED SERVICES ENTERPRISE SERVICES CUSTOMER SUCCESS SPECIALIST, FULFIL.IO, BANGALORE March 2019 – Present • • • • Guide and coach merchants along with Fulfil Customer Support team to ensure a delightful end user experience Work closely with the onboarding and success teams to ensure a positive onboarding process for new merchants Responsible for delivering on support KPIs such as Initial Response Time, Resolution Time, and Customer Satisfaction Partner closely with Fulfil Engineering, Product, Technical Support, and Sales team to drive customer value • Define best practices and streamline our customer support processes by designing and creating enablement curricula such as playbooks, presentations, videos, and other interactive course material • Maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty CONSULTANT – OPERATIONS & CUSTOMER EXPERIENCE, USA (REMOTE BASED) February 2017 – August 2018 Roles & Responsibilities • Dealing directly with customers either by phone, chat or email via Zen-desk • Responding promptly to customer inquiries and handling and resolve customer complaints • Obtaining and evaluate all relevant information to handle product and service inquiries • Provide pricing and delivery information with suppliers of Mozio’s • Re-Directing requests and unresolved issues to the designated resource/ team • Record details of inquiries, comments and complaints via social media and resolving based on the merits of the issue within set time frame • Generating required reports for Supplier Relations Team & Vendors of Mozio’s based upon request • Communicating and coordinate with internal departments to ensure issues are addressed within the SLA OPERATIONS EXCELLENCE MANAGER, LOOKUP, BANGALORE September 2015 - Jun 2016 Roles & Responsibilities • • • • • • • • • • Page | 2 Setup the Operations Excellence Team in Lookup which is responsible in overseeing the operational aspects of all departments within the organization & working with all the department heads to and process leads to build and curate intelligence that helps the betterment of the existing process , productivity and customer experience Setup the order management & logistics operations team in Lookup and have handed over the respective team which is currently integrated / merged with customer support team Implemented new reporting structure for CS, Order Management, Digital Marketing, Sales, HR & Offline Marketing Heading a team of 10+ members in Lookup Maintaining & Monitoring the revenue from Sales Team and auditing them on a monthly basis Setup the KPI’s & Key Metrics for all the dept. (Sales, Marketing (Digital & Offline), CS, Order Management, Merchant team & HR) Improving the existing processes and policies within the organization in lieu of organizational goals Formulating and implementing departmental and organizational policies and procedures to maximize output Managing Support Services (HR, Sales, Merchant/Vendor Roy George • • Management, Customer Support, Order Management, Designs, Digital Marketing) through improvements to each functions as well as coordination and communication between support and business functions to improve the efficiency and productivity of said functions Liaising with Core Team and Biz Team, Assisting in the development of strategic plans for operational activity ASSOCIATE LEAD – MYNTRA.COM, BANGALORE May 2014 – July 2015 Worked with Myntra.com as Associate Project Lead for Quality Management Team which oversaw the roles and responsibilities of other departments such as Warehousing, Logistics, Cataloguing, Merchandizing, and Customer connect from an organization level Roles & Responsibilities • Performed root cause analysis for all Incidents identified by the company using Six Sigma quality management tools such as Fish bone Analysis, 5 why methodology • Providing a written report detailing the cause and procedure for correcting such failure Met warehouse operational standards by contributing warehouse information to strategic plans and reviews • Developed and initiated monthly reports in adherence with required project timelines and productivity measurements • Assisted warehouse management team in designing layouts, product flow, product quality checklists, escalation matrix, improvements by analyzing process work flow, and implementing new process changes ORDER MANAGEMENT & SERVICE DELIVERY – ORACLE INDIA PVT LTD, BANGALORE October 2013 – May 2014 Worked with the Oracle’s Enterprise Team (India Hub) that caters to Field co-ordination services, Customer Service and Order management/ service delivery for South JAPAC, ANZ, ASEAN, INDIA) Roles and Responsibilities • Scheduled field service engineers to its respective regions. Allocate inventory for a customer's order in real time • Created backorders and provide expected ship dates Allocated new inventory to backorders • Managed deliveries within TAT using Oracle Work Flow SERVICE SUPPORT REPRESENTATIVE – UNISYS , BANGALORE June 2010 – September 2013 Worked as Service Delivery Coordinator for British Telecom Global Operations Roles and Responsibilities • Coordinated with clients and stakeholders to ensure smooth and cost-effective operations for Unisys field ops • Published SLA reports to SDM & Team management. • Day-to-day management of Service Delivery / Order Management. Review, remediate & RCA of escalations CUSTOMER CARE EXECUTIVE, TEMENOS INDIA PVT LTD, BANGALORE Jan 2009 – May 2010 CRM OPERATIONS, IBM INDIA, BANGALORE Page | 3 Roy George May 2008 – January 2009 CUSTOMER CARE EXECUTIVE, FEDEX, 24/7 CUSTOMER PVT LTD September 2007 – May 2008 EDUCATION QUALIFICATION BSC – COMPUTER SCIENCE – EILIM UNIVERSITY GPA: 69% PRE-UNIVERSITY – KARNATAKA PUC BOARD GPA: 41% SSLC – KARNATAKA STATE SECONDARY EDUCATION BOARD GPA: 60% REFERENCES Page | 4 REFERENCES CAN BE SHARED UPON REQUEST Roy George