Headline

Senior Associate @ Shipway | Ex-Shiprocket | Customer Relationship Management

About

With 6+ years of experience, I specialize in customer service and operations within the logistics and e-commerce industry. At Shiprocket, I contribute to optimizing customer support processes and managing escalations, ensuring a seamless customer experience. My role emphasizes operational efficiency and collaboration to meet organizational goals. I am committed to enhancing service quality, enabling scalable solutions, and driving consistent outcomes in fast-paced environments.

Location

Delhi

Work experience

Senior Associate at Shipway by Unicommerce, Dec 2025 - Present · 9 mos, Gurugram, Haryana, India

Senior Associate at Shipway Technology Pvt. Ltd. (A subsidiary of AceVector Limited), Dec 2025 - Present · 9 mos, • Perform data-based audits on shipment weight records, identifying mismatches between actual and charged weight to ensure operational compliance. • Resolve seller and courier weight disputes by coordinating with internal operations and logistics teams while maintaining defined SLAs. • Use internal dashboards and CRM tools to track ticket trends, identify recurring weight issues, and support process improvements. • Provide accurate case documentation and reporting to ensure transparency and faster resolution of weight-related escalations. • Investigate weight discrepancy tickets by analyzing seller uploads, courier images, shipment data, and platform records to validate billing accuracy

Senior Specialist at Shiprocket, Mar 2025 - Nov 2025 · 9 mos, Gurugram, Haryana, India

Customer Operations Specialist at Shiprocket (Bigfoot Retail Solution Pvt. Ltd.), Feb 2022 - Nov 2025 · 3 yrs 10 mos, • Conduct detailed case investigations by reviewing seller-uploaded images, courier images, product specifications, and quantity details to validate weight accuracy—cross-referencing multiple data sources to ensure compliance with operational standards and platform policies. • Provide process improvement suggestions to improve SOPs. Working with other teams to save the SLA and achieve the target. • Provide proactive guidance to sellers on packaging improvements, weight-freeze practices, and best operational methods to reduce recurring discrepancies. • Handle escalated or disputed cases through call-based assistance, ensuring clarity, patience, and strong policy explanation for effective seller education. • Boosted customer retention rates through proactive communication and building strong relationships. • Train and mentor new team members; conduct periodic refreshers to enhance analytical skills, decision accuracy, and communication quality. • Collaborate with Logistics, Quality, KAM Support, and Operations to reduce recurring issues and improve end-to-end seller and customer experience. • Enhanced team collaboration, sharing best practices and working together to resolve complex issues. • Ensure timely resolution of customer issues, maintain service quality, and support escalations through structured audits and feedback sessions.

Customer Service Specialist at Shiprocket, Feb 2022 - Mar 2025 · 3 yrs 2 mos, Delhi, Delhi, India

Executive at Healthmug, Mar 2021 - Jan 2022 · 11 mos, Okhla

Education

Middle School Diploma, DR. SHYAMA PRASAD MUKHERJEE UNIVERSITY

Bachelor of Commerce, Delhi University