Swati Rashmi Patnaik

Executive - Hub Operations @Flipkart

Baripada, IN

Managing Overall Hub Operations as per operational standards. Ensuring Customers are delighted at all times• End to end ownership of ensuring stellar Cx Experience by driving key business metrics.• Prioritizing shipments for attempts based on specified framework• Reduction and resolution of Cx grievances within stipulated time by co-ordinating with cross-functional stakeholders.• Out calling customer to understand and resonate with their concerns and chalk out ways to improve experience.• Track undelivered shipment and identify reasons for non-delivery and ensure defect actioning.• Track delivery executives performance on a real time basis to ensure perfect doorstep experience • Identifying customer dissonances / improvement opportunities and partner with business to recommend actions.• Achievement of Key Performance Indicators of CEEs as per company’s goal.