ARUN Lenka

Cost Savings:

• Drove dispute reduction strategies, lowering AMZL disputes by 150 bps and AMXL by 220 bps.

• Reduced AHT for rate card disputes by 10 minutes, minimizing the impact of incorrect PCS uploads.

• Implemented preventive mechanisms, avoiding approximately 150 disputes and saving 33 minutes AHT per dispute.

• Achieved a 787 bps reduction in WST Dispute Rate through multiple targeted initiatives.

• Improved Invoicing Dispute Rate by 745 bps through upstream corrections and process streamlining.

Process Simplification:

• Implemented a dwell dashboard for NA invoicing, enhancing Variable Payment dispute handling.

• Streamlined LMAQ-BI issue tracking, resulting in the closure of approximately 12 flagged issues.

• Introduced Power Chat, saving a minimum of 5 seconds of AHT per SIM.

• Automated the re-occurring SIMs process, saving 2 hours of associate bandwidth daily.

• Revamped custom fields for invoicing, saving 30 minutes of manager bandwidth per week.

• Streamlined the ROBL template, saving 30 minutes of associate bandwidth per day.

Program Transitions:

• Spearheaded the transition of 18 additional processes in 2024, ensuring smooth operations.

• Managed the transition of the Ops Tier 3 review approval process to IN CO, reducing handling time by 8 hours per week.

• Led the EU payments transition, implementing structured deep dives and improving dispute resolution to 70%.

• Initiated and managed the SOT pilot for EU WST, improving the Inclusion score by 25%.

PDDR Role: • Led DPMO reduction initiatives for TRANS SME, achieving target of 275 DPMO through:

• Automated MFN/FBA queue in collaboration with AOP
• Fixed 2 major recurring tech issues
• Modified river workflows reducing 35 DPMO

Delivered significant cost savings and efficiency improvements:

• Fixed critical easy ship bug saving 15MM INR
• Launched Sauron tool reducing AHT by 4 minutes, saving 10 manhours/month
• Implemented virtual station visits program for new employee training

Marco Polo Program Leadership: • NA & EU WST Launch:

• Successfully expanded WST review process from 14 to 150 stations
• Developed scheduler productivity tracking mechanism
• Coordinated cross-continental operations between NA and IN teams

Address Validation Leadership:

• Built and led team of 80 associates for customer interaction
• Implemented process improvements increasing productivity by 15%
• Improved business hours metric by 8% and successful validations by 1.5%
• Enhanced team utilization from 50% to 80%
• Led IE launch improving DCR by 43 Bps (98.7 to 99.13) and FDDS by 31 Bps (98.86 to 99.17)
• Created comprehensive SOP documentation including process flowcharts and solutions
• Implemented P2P support system and Metrics League recognition program
• Partnered with CS communication trainers for team calibration

NA Invoicing Transition:

• Spearheaded the transition to NA invoicing operations. • Developed a dashboard with EU WST for dwelling SIMs visibility. • Implemented process improvements to enhance the Variable Payment dispute rate.

Leadership & Transition: • Successfully managed knowledge transfer and transition of multiple workstreams. • Built and documented comprehensive operational procedures. • Demonstrated the ability to handle multiple high-impact projects simultaneously.

• Established strong relationships with key stakeholders, ensuring support for process transitions to IN CO from EU and NA CO (Address Validation, EU WST, and NA payments).

• Led AMZL exceptions and 3P claims, driving cost-saving projects and process simplification initiatives.

Spearheaded automation projects, reducing monthly contacts by 500, saving 88 hours of associate bandwidth per month.

• Implemented a streamlined process for handling aging-related escalations, reducing email volume, and cutting aging tracking IDs by 75% within one month.

• Managed critical tech issues during new tool launches and deployments, including:

• Identified and resolved a bug in the SCC tool.
• Highlighted missing route data to NDC/ITE.
• Fixed reverse leg injection failure for MFN-cancelled shipments.
• Efforts resulted in salvaging 6,200 packages in the network.

• Collaborated with the PDDR team to analyze incoming data and debug station tech issues, ensuring a smooth launch of COMPe.

• Consistently improved team metrics through targeted initiatives and process improvements.

• Played a key role in technology launches and implementations during the COMP migration to SCC.

• Ensured timely deliveries by closely monitoring performance metrics and addressing potential issues promptly.

• Led the resolution of technology exceptions by effectively coordinating between operations and technical stakeholders.

Spearheaded defect reduction initiatives, and minimized impacts from technical deployments and configuration issues.

Developed comprehensive expertise across multiple queues, enabling independent handling of high-severity incidents.

• Served as the primary point of contact during critical operational contingencies, ensuring swift issue resolution.

Partnered with ground operations teams to gather real-time data, and implement necessary actions during emergencies.

• Implemented process improvements, resulting in reduced Average Handle Time (AHT) and enhanced TP90 metrics for AMZL operations.

• Drove initiatives to reduce trouble tickets and customer contacts through proactive problem-solving.

• Functioned as a Subject Matter Expert (SME), providing technical guidance and mentorship to team members, and successfully managed cross-functional relationships between technical and operational teams to ensure seamless issue resolution.

• Being a SME mentored junior team members, contributing to their professional development and overall team success.
• Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Utilized RTM tools effectively for efficient tracking and reporting of associate performance.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.

• Sold company products and services and achieved a defined sales target.
• Prepared activity reports and distributed marketing materials.
• Researched and identified market prospects and targets.
• Developed systematic marketing campaign.
• Scheduled and arranged for new client appointments and calls.
• Developed and implemented plans to contact targets.
• Provided sales strategy and expertise in proposal development to help close new business.
• Awarded as Businessman of the Year for exceeded sales targets in 20
• .
• Recognized for putting best efforts for achieving target and coordinating with sales team to achieve profitability.

• Handling inbound calls and giving assistance to the queries.
• Barging the calls taken by new team members to ensure quality and give feedback.
• Declared star for the BU twice.
• Got the Best Performer Award for the year 2008.
• Got the Best Perform Award for Q2 in the year 2009.