Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Bharath Herur

Bharath Herur

Transportation Representative
Hyderabad

Summary

Seeking opportunity with forward-thinking organization to continuously enhance skills in incident management and application/production support. Eager to contribute as valuable member of dynamic team dedicated to driving growth and success of organization.

Overview

7
7
years of professional experience

Work History

Transportation Representative

AMAZON
7 2020 - Current
  • Focused on driving continuous improvement by tackling root causes, minimizing defects, and providing necessary support to all team members.
  • Identified and highlighted higher severity issues (Sev2/Sev1) to unblock operations, fulfilling customer promise as directed by leadership team.
  • Utilized strong problem-solving skills to proactively identify and resolve operational issues by working closely with multiple technology teams
  • Promoted seamless communication between stakeholders to enhance collaboration. Demonstrated ownership by actively contributing to the efficient dissemination of peak reports across shifts.
  • Addressed reported issues promptly to ensure timely resolutions and maintained team metrics above goal by addressing SLA issues.
  • Initiated proactive efforts in collaborating with cross-functional teams to ensure smooth coordination and communication between last mile operations and tech teams. Implemented innovative initiatives that significantly improved efficiency in managing day-to-day shifts, huddles, and Minutes of Meeting.


  • Reports Handled:


  • 3P Claim Report : Managed reconciliation of 3P carrier shipments for customer delivery, vendor returns, and customer return shipments.
  • DA Off-Boarding : Off -board DA's for quality infraction and also assisted in automating the report by sharing inputs.
  • Venom Cancellations : Canceled packages to halt deliveries when customer abuse patterns were detected.
  • MPOS : Demonstrated consistent updating of payment package statuses (approximately 100 per day) on TTs over a span of 3 months, following management instructions and utilizing the Ezetap tool proficiently.
  • C Return Pickup escalation Report : Informed Last mile operations and 3P carriers about C-Return Pickup escalation report to ensure prompt pickups of c-ret packages from customers and prevent concessions.
  • Stop and Return : Handled Stop and Return tickets including Pricing error, fraud sellers, SSD Order Cancellations, Replacement OOR MO, SWA and MENA Order cancellation's based on alignment from leadership.

Business Associate

HRH Next Services Pvt Ltd.
08.2018 - 11.2019
  • Collaborated with cross-functional teams to address and resolve complex customer issues.
  • Accurately documented customer interactions while efficiently tracking issue resolutions through the utilization of CRM systems and other tools.
  • Actively pursued additional learning opportunities to sharpen expertise in areas including product knowledge, communication, and problem-solving.
  • Achieved consistent success in meeting or exceeding goals for customer satisfaction, response times, and resolution rates.

Customer Service Associate

Vertex Customer Management India Pvt Ltd
01.2018 - 08.2018
  • Drove the growth of client relationships by employing effective communication methods and displaying exceptional interpersonal skills
  • Enhanced customer satisfaction by effectively addressing inquiries and resolving issues
  • Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.

Education

Skills

  • Communication

  • Active Listening

  • Problem Solving

  • Calm under Pressure

  • Adaptability

Accomplishments

  • Applauded as a top-level team contributor in 2021- 2023 Peaks for delivering timely resolutions on high-severity issues, resulting in enhanced Last Mile stakeholder satisfaction.
  • Published Trans SME IN - PEAK REPORTS in timely manner without any gap and took ownership in addressing Fresh SLAs and ADHOC activities promptly.
  • Trained newly hired folks on process and assisted in shift for improving the techniques and skills for the process & excel at their work on all issues related to TRANS SME.
  • Received multiple Accolades from Managers and Stakeholders.
  • I have worked on 55K+ tickets with an average AHT of 6 mins per ticket and on any given day I have easily worked on ~ 70+ tickets. I have operated multiple shifts and with quick work on tickets it has helped the team in maintaining the assigned SL and resolved SL on par with our metric goal.
  • Played an important role in 2021- 2023 Peaks by providing immediate resolution on high severity issues saving the stakeholder’s experience.
  • Consistently recognized for outstanding performance in championships, customer service, and revenue generation.

Timeline

Business Associate

HRH Next Services Pvt Ltd.
08.2018 - 11.2019

Customer Service Associate

Vertex Customer Management India Pvt Ltd
01.2018 - 08.2018

Transportation Representative

AMAZON
7 2020 - Current

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Bharath HerurTransportation Representative