AwesomeBooks

• Champion customer experience for www.awesomebooks.com 
• Own buyer experience company owned seller accounts on Amazon, eBay, Abe and Alibris. 
• Deliver health of online stores for all company owned accounts on marketplaces by ensuring  performance and compliance expectations are met.  
• Managing critical relationships with distributors and publishers to support and grow the new book category. 
• Oversee company’s postal carrier relationships, both domestic and international. 
• Manage BPO operations that processes all customer queries via Freshworks (CRM), both B2B and B2C transactions.
• Manage a team of 4 direct reports and a total team size of 24 in UK & India (BPO).  
• Budget management/control - Team Customer Excellence (UK) and Team BPO India. 
• Own www.awesomebooks.com’s Trustpilot review management and escalations handling -https://uk.trustpilot.com/review/www.awesomebooks.com
• Lead the company’s Buy Box Eligibility (BBE) strategy on Amazon – contributed in company achieving record level of sales in 2023 by retaining eligibility.  
• Helped developed and own company's primary performance metric - Dispatch Defect Rate. 
• Played a key and active role in a recently postal tender working closely with Group Finance Director.   
• Co-ordinate and oversee critical project implementation by engaging internal and external stakeholders. This includes new publisher integrations, carrier roll-outs, service upgrades etc
• Conduct periodic performance reviews for seller accounts and postal carriers, 2020-current.
• Led the off-shoring of the customer service team from UK to India (2016) - set-up BPO operations from ground-up and established KPI/SLAs.   
• Designed, launched and led the company initiative to recognise and reward warehouse colleagues. Engaged key stakeholders across functions to achieve buy-in and collaborated to organise monthly award ceremonies that felicitated high performers, 2015-2019).

Head of Customer Excellence

Tesco

•	Manage a team of 9 colleagues in the Customer Service Desk, Trolleys and Cash Office.
•	Responsible for the delivery of customer experience right from trolleys to check-out by monitoring, training and providing feedback to colleagues. 
•	Reporting to the Customer Experience Manager, manage team rotas, plan holidays and complete colleague reviews.
•	Designed and launched store newsletter under guidance from Store Manager. 
•	Led the initiative to improve store ranking based on customer feedback – store moved from 21st position to 4th in the cluster in 8 weeks.

Service Manager

WRAP Distribution

Main responsibilities:
•	Lead and manage a team of 55 warehouse operatives to process all incoming material across two shifts
•	Co-ordinate inbound tonnage and schedule processing in line with business objectives 
•	Monitor, manage and (continuously) improve production processes to deliver set department KPI’s
•	Manage and deliver quality in line with internal metrics and platform (external) metrics
•	Effectively communicate business priorities to Team Leaders to establish a shared vision
•	Develop TL progression maps and growth plans, including team member training
•	Manage, review team performance. Plan recruitment. Conduct interviews, disciplinary meetings and exit interviews
Achievements:
•	Managed and co-ordinated the processing of 8570 tonnes of inbound material in 2013, achieving cost and quality targets in line with Management objectives 
•	Improved team member efficiency and productivity through training, people management, establishing reporting structures and clear communication of targets and expectations.
•	Was at the centre of Company-wide cost cutting initiative (2014) that centred around altering the method of processing inbound material, projected to save £57000 per annum 
•	Co-ordinated and led an initiative to ramp up warehouse capacity from 1.79 million to 2.32 million. Micro-managed the team that executed this capacity increase. Involved co-ordinating across departments.
•	Drafted and Health & Safety Policy document including the emergency response plan. Interacted with the local council in ensuring safety standards were clearly defined and implemented at the workplace

Operations Manager

Essar

**The MobileStore (TMS)**
•	P & L responsibility for  multi site mobile phone and accessories retail stores in central Mumbai (India).
•	Managed 7 retail stores with total team size of 35 colleagues. 
•	Implemented a consultative approach to performance management & target achievement by involving Store Managers in key decision making.
•	Completed a process compliance / service standards  audit of 110 company stores in 2 cities
•	Part of core team that was set-up to assess and operationalise the coffee shop (thecafe) as part of strategy to enhance customer experience within the mobile phone and accessory retail outlets across India.
•	Established contact and interacted closely with industry specialists, suppliers and prospective team members from across India. 
•	Lead in the selection and recruitment of team for thecafe, as well as ops processes review, conducting audits, training, vendor management, purchase of equipment (including coffee machine), waste management, costing, menu development and pricing strategy.
•	Engaged coffee specialists to develop blend for thecafe and co-ordinated & participated in the process that selected the blend for thecafe.
•	Monitored and managed day-to-day operations of the store during the pilot run. 

**Management Trainee - The Mobile Store Limited (June 2007 - March 2008)**
•	Assessed the viability of new retail / brand extensions opportunities and recommended the entry of the company into coffee retailing in India.
•	Undertook preliminary research specifically in relation to packaging, menu design and pricing.
•	Initiated contact and discussions with various external organizations such as coffee specialists, industry specific vendors, government agencies and agencies. 
•	Interacted with and recommended one of India’s leading expert in coffee as Consultant for the project.

A focussed and committed customer service champion with nearly two decades of experience across FMCG sales, account management, retail operations and e-commerce. Driven by insight and feedback, is capable of responding tactically and strategically to effect change through systematic process improvements and sustained key stakeholder engagement. A confident collaborator, can communicate fluently across levels with both internal and external partners/contributors to deliver brand values at every touch point.

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