Modina Nadaf
Cx Support Manager - Last Mile @Delhivery
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WORK HISTORY
Cx Support Manager - Last Mile @Delhivery
North Goa, IN
Customer service operations, Training CS team, audit,cx experience.shipment rescue mechanism, quality and performance key metrics, tickets escalations responses to 99%,cx responses 88-90%driving resolution of 77-80% towards cx escalation
EDUCATION
Mumbai University Mumbai
Bachelor of Commerce - BCom, Accounts
Little Flower of Jesus High School
Matriculate
Dr D Y Patil Institute of Management Studies (DYPIMS)
Master of Business Administration - MBA, Logistics, Materials, and Supply Chain Management
St. Theresa's Girls' Higher Secondary School
HSSE, Commerce
ABOUT MODINA NADAF
As a Customer Experience manager at Delhivery Limited, I lead the customer service operations, training, and quality audits to enhance the customer experience. I also implement a shipment rescue mechanism and manage team performance metrics. Prior to this, I was a Team Lead at Amazon, where I managed last mile delivery center operations, reverse logistics, and 3PL stakeholder management. I have pursued MBA in Logistics, Materials, and Supply Chain Management from Dr D Y Patil Institute of Management Studies, and a Bachelor of Commerce from Mumbai University.I am skilled in Cx support, warehouse operations, business development and people management.
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