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Shivam Narang

@shivamnarang

E-commerce operations associate at ZARA, coordinating international fulfilment and shipment claims across nine markets.

At iEnergizer, I manage order fulfilment and customer support for ZARA's international process, coordinating order, dispatch, returns, and refund workflows across multiple markets.

I work with warehouse teams and logistics partners to investigate lost or damaged shipments, resolve delivery discrepancies, and address stock allocation issues.

At Globiva Services Pvt. Ltd., I was promoted to Subject Matter Expert on the RBL Bank process. I supported new joiners and handled client escalations while producing daily performance updates.

At Axis Bank, I worked as a Sales Executive, supporting customer acquisition, cross-selling, and account onboarding. I'm also completing Ingrade's Data Analytics Professional Program, with training in Excel, SQL, Python, and data visualisation.

Experience

Work history, roles, and key accomplishments

Current

E-commerce Operations & Customer Support Associate

Current

iEnergizer

Dec 2024 - Present (1 year 10 months)

Manage end-to-end order lifecycle for international e-commerce markets, coordinating with warehouses and logistics partners to ensure accurate dispatch, stock allocation, and returns. Track performance metrics and drive process improvements to enhance customer satisfaction.

Order Management Fulfilment Marketplace Operations Inventory Control Logistics Coordination Excel SQL Python Tableau CRM SLA Adherence Returns Management Claims Handling

Subject Matter Expert (SME)

Globiva Services Pvt. Ltd.

Jan 2024 - Nov 2024 (10 months)

Directed end-to-end customer care operations for banking clients in compliance with regulatory guidelines. Provided floor support, mentored new joiners, and owned critical escalations to closure while consistently exceeding KPI and CSAT targets.

Customer Service Escalation Management Mentorship KPI Tracking Quality Assurance CSAT Regulatory Compliance

Sales Executive

Axis Bank

May 2023 - Dec 2023 (7 months)

Drove customer acquisition and cross-selling across retail banking products, consistently meeting and exceeding monthly sales targets. Managed own sales pipeline and product mix to improve conversion and average ticket size.

Sales Customer Acquisition Cross Selling Pipeline Management Onboarding Documentation

Education

Degrees, certifications, and relevant coursework

Ingrade

Data Analytics Professional Program, Data Analytics

Ongoing hands-on training in Advanced Excel, SQL, Python, data visualization, and dashboard creation, applied to sales performance, ASP, and operations reporting.