Looking for a job

Ashish yadav User

@ashishyadavuser1

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I resolve critical customer escalations and optimize e-commerce logistics operations.

India

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What I'm looking for

I'm looking for a customer success, operations, or logistics role where I can resolve complex escalations, improve fulfillment processes, use data to reduce turnaround times, and strengthen customer retention.

At Nexxbase Marketing, I manage critical customer escalations and end-to-end logistics operations across Shiprocket, OMSGURU, and Shopify.

I resolve highly visible complaints reaching founders, social media, and consumer forums while developing personalized strategies that support customer retention. I also help improve SOPs, SLA adherence, and coordination across logistics, sales, and support teams.

Previously, I handled customer queries, emails, calls, and support tickets at Insight Customer Call Solutions, maintaining AHT below six minutes and CSAT above 90%. I use shipment data and stock analysis to reduce order dispatch, delivery, and return turnaround times.

Experience

Work history, roles, and key accomplishments

Current

Senior Associate – Operations and Customer Success

Current

Nexxbase Marketing Pvt Ltd

Nov 2023 - Present (2 years 10 months)

Served as primary point of contact for highly escalated customer complaints, ensuring 100% resolution and minimizing brand reputation damage. Managed end-to-end logistics operations and order fulfillment using Shiprocket, OMSGURU, and Shopify, and implemented process improvements to increase departmental efficiency.

Critical Case Resolution Customer Retention SLA Management CSAT AHT Consumer Forum Shiprocket Shopify Order Processing Supply Chain Coordination Vendor Management Google Sheets Pivot Tables Data Analysis Process Optimization Team Management

Customer Support Executive

Insight Customer Call Solutions

May 2023 - Oct 2023 (5 months)

Handled customer queries and escalations via calls, emails, and support tickets, ensuring prompt resolution and clear communication. Coordinated with logistics teams to ensure smooth order fulfillment and timely delivery, maintaining AHT under 6 minutes and CSAT above 90%.

Customer Support Escalation Management Ticket Management Logistics Coordination AHT CSAT