Mohd Yasir Arafat

Monitor end-to-end order flow across fulfillment centers and flag at-risk orders early to prevent merchant impact. Track KPIs including order backlog, on-time shipping, receiving times, and exception rates, escalating deviations to center leadership.

Owned high-priority merchant escalations end to end, investigating lost, damaged, delayed, and mis-shipped orders and inventory discrepancies with fulfillment centers and carriers. Led root-cause analyses with Operations, Product, Engineering, and Sales to eliminate recurring fulfillment and logistics issues.

Resolved high-priority escalations including shipment exceptions, inventory discrepancies, and billing disputes. Drove root-cause analyses and cross-team resolutions to prevent recurrence, balancing merchant satisfaction against financial and operational risk.

Resolved merchant queries on orders, inventory, shipping, and billing via email, chat, and phone, building lasting relationships. Tackled complex cases creatively and escalated urgent issues with full context.

Handled high interaction volumes while consistently meeting quality and service-level targets. Resolved queries, complaints, and escalations, building trust that sustained consistently high customer satisfaction.

Managed premium and high-value accounts, resolving escalated VIP issues and processing refunds, compensations, and service adjustments in line with policy. Supported retention, loyalty, upselling, and cross-selling initiatives.

Bachelor of Commerce in Accounting and Business/Management from Chhatrapati Shahu Ji Maharaj University, Kanpur, India, from 2006 to 2009.