Lalit Sharma

About Lalit Sharma

A results-driven professional with expertise in customer service, e-commerce operations…

Experience

1. Assistant Manager Customer Services

   Ritu Kumar

   Apr 2018 — Present · Gurgaon, IN

   I began my journey as a Customer Care Executive, managing queries from high-profile customers about online orders, including those placed for special occasions. This role not only honed my problem-solving skills but also allowed me to achieve significant results, such as generating over ₹1.5 crore in sales by expertly handling queries and converting leads originating from the website.Within a year, I was promoted to Assistant Manager, where I expanded my expertise beyond customer care to learn merchandising, digital marketing, and basic tech skills. I also worked on website hygiene, rewriting policies, and making adjustments to ensure they are both customer-friendly and beneficial for the company in the long run. Additionally, I collaborated closely with merchandisers to:Analyze trends and predict high-demand products for specific times of the year.Strategically plan and monitor sales and promotions to maximize revenue.In 2023, after consistently delivering results, I was promoted again and entrusted with Operations Management. In this role:I ensure timely billing, dispatch, and delivery of orders, maintaining strict adherence to delivery timelines. I analyze RTO%(Return to Origin) rates and returns trends to identify issues, reduce returns, and enhance customer satisfaction. I monitor and control logistics expenses so that we can meet a great level of service while keeping excessive costs in check.I am responsible for handling International Orders, from ensuring correct billing to coordinating with DHL and Indian logistics teams for seamless, on-time deliveries.I manage and execute end-to-end customer communications, ensuring our customers are well-informed about ongoing offers and exploring opportunities for upselling.By combining my expertise in customer service, merchandising, operations, and website management, I strive to deliver exceptional value to both customers and the company, driving growth and enhancing overall efficiency.