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Suman C has over 6 years of experience in customer service and operations management. She is currently working as a Senior Operations Executive at Primedi Healthcare, where she manages a team that handles customer inquiries over email, chat, social media, and calls. Previously, she worked at Reliance Retail as a Deputy Manager, where she improved key metrics like payment failure rates and SLA compliance. Suman holds a Green Belt in Lean Six Sigma and is pursuing a data science course from upGrad. She is proficient in tools like Excel, SQL, R and Python.

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93 views

Resumes Um Anc

Suman C has over 6 years of experience in customer service and operations management. She is currently working as a Senior Operations Executive at Primedi Healthcare, where she manages a team that handles customer inquiries over email, chat, social media, and calls. Previously, she worked at Reliance Retail as a Deputy Manager, where she improved key metrics like payment failure rates and SLA compliance. Suman holds a Green Belt in Lean Six Sigma and is pursuing a data science course from upGrad. She is proficient in tools like Excel, SQL, R and Python.

Uploaded by

Zamstars Social
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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Suman C

Bangalore | +91-8660851603 | [email protected] | LinkedIn:


www.linkedin.com/in/suman-c-7210b71a1

Profile
With 6+ years of experience in B2C and B2B central tower operation and customer service,
Proven track record in managing central tower payment operation. I have learnt to be an
incident/issue-focused and target-driven individual. My experience to date has equipped me
with a multitude of relevant skills not only in operations and E-commerce platforms but any
organization which is customer-centric. I consider myself technical and analytical and
capable of working in a fast-paced and ever-changing environment.

Certification

. Certified Lean Six Sigma Green Belt [TUV SUD South Asia Pvt.Ltd [IN/4101/32322]
. Pursuing a Data Science Course from upGrad

Skills & Abilities


· Knowledge of OMS · Poised under pressure
· Multi-Tasking · Strong Interpersonal Skills
· Proficient in data analysis · Managerial skills
· Customer Interaction . Critical thinker, Problem solver
· Persevering · Result Oriented
. Intermediate Database and programming . Software tools - Microsoft Excel,
languages - SQL, R, Python Google Sheets

Experience

PRIMEDI HEALTHCARE PVT LTD / SR. OPERATIONS EXECUTIVE


June 2022 -November 2022, BENGALURU

About the Company: Primedi is start-up company which is focused to make Hassle-Free-Health -
Insurance-Experience.

· Managing team of 15+ members where the team is involved in emails, chats, social
media escalations and Outbound calls, Inbound calls
· Deep relationship with the CX and understanding of their insurance policy and guide
better knowledge about treatment eligibility.
· Follow up with the payer to check on the claim status
· Identify the rejection reason and work on a resolution
· Serving as the voice of the customer providing feedback to clients and the internal team
· Process-driven and managing CX and client escalations internally across different teams
· Conduct training for new hires and groom them to the organizational requirement
· Leads demonstrated to be closed on the same day
· Assigning tasks to the team members and ensure its completion within the promised
TAT
· Preparing reports and decks for client meetings and business review
RELIANCE RETAIL LTD / DEPUTY MANAGER-PAYMENT OPERATIONS | AJIO B2B
CENTRAL TOWER OPERATION /PAYMENT / INCIDENT MANAGEMENT: |
May 2018 -April 2022, BENGALURU

About the Company: With AJIO Business, retailers can directly order fashion items from the
makers at their doorstep. India's biggest online market for fashion retailers on horizontal
business-to-business (B2B) e-commerce Platform

· The role demands managing technical interaction between support, tech, and
product to deliver unified support in the payment flow
· Assist the sales team in integrating the retailers to the AJIO B2B platform
· Worked in Omni channel (forward and return orders or order life-cycle)
· Proven improvement in process by implementing six sigma cause and effect
analysis and reduced to 20% postponement and won bravo award
· Reduced payment failure rate from 15% to 2% for Bill-Desk and Razorpay
gateway and won bravo award
· Achieved 95% SLA on Bill-desk, Razorpay, Ezetap, Manual Refund, Amount
transfer request, and grievance escalation tickets won bravo award
· Work with cross-functional product and dev teams to implement new features
and streamline Payment Operations workflows.
· Successfully identified Bill-Desk and Razorpay successful transactions that are not
settled to order, and re-pushing the payment to order
· Manages escalated chargeback cases from the payment gateway
· Raise high severity and handle war-room escalation for platform-level issues. ·
· Attended marketing and commercial team meetings for promotional planning
schemes for customers
· Handling team of 20+ members where the team involve in emails, chats,
social media escalations and hotline (Outbound calls and Inbound calls)
· Successfully deploy payment SOPs which focus on improving the retailer
experience on platform
· Conduct training for new hires and groom them to the organizational requirement
· Serving as the point of contact for payment for the central tower AJIO B2B
· 85% of field officer tickets demonstrated to be closed on same day, open tickets
follow up in commercial and tech operation won bravo award
· Responsible to create a visual dashboard for multiple stakeholders.

Hands-on Reporting:
· Publish daily Bill-desk /Razorpay transaction snapshot report.
· Team Productivity
· Ticket SLA Tracking Report.
· Reconciliation Report
· Incident Report
INTELENET GLOBAL SERVICE PVT LTD / FLIPKART SELLER SUPPORT L2
CONSULTANT :| OCTOBER 2017 - APRIL 2018, BENGALURU

· Worked on the B2C platform for Flipkart Assured Sellers


· Worked on seller issues like seller portal technical, inventory slot booking request,
FA badge request and payment reconciliation and invoice and shipment
generation.
· Internally moved to the Subject Matter Expect to improve and guide the team on
all seller queries and complaints and help them to resolve on time regarding seller
inventory, shipping, and payment. · Also worked on 3rd party delivery issue.

MAINSTAY TELESERVICE / CUSTOMER SERVICE EXECUTIVE :| MAY 2016 -


OCTOBER 2017, BENGALURU

· Warm greeting and welcome customers before requesting order over call.
· Entered orders into the computer system quickly and in proper sequence.
· Recommended potential products or services by collecting Customer information
and analysing customer needs.
· Politely and persuasively suggested upgrades and related menu

Education
IZEE COLLEGE OF MANAGEMENT AND INFORMATION SCIENCE |Bachelor
of Business Management (BBM)APRIL 2016, BENGALURU

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