Harshit Khandelwal

Experience

• 

  Vinclo Systems

  Aug 2018 - Feb 2020

  Operations Executive

  During my tenure at RBL Bank's Corporate Office, I held a fulfilling position where I undertook various responsibilities. This included processing 1st charge-back and ATM charge-back cases for both MasterCard and VISA. Additionally, I was accountable for generating weekly MIS reports for two teams, namely Charge-back and Insurance. I demonstrated proficiency in financial calculations and efficiently remitted funds to respective clients. With a strong command in the initial stage of charge-back processing, I effectively managed CRM cases related to fraudulent transactions. Moreover, I regularly conducted quality analysis for two teams, namely Charge-back and Insurance, ensuring adherence to high standards and identifying areas for improvement. Show less

• 

  Country Delight

  Mar 2020 - now

  Team Lead

  🚀 Spearheaded the launch of the Rapid CRM team, Developed and monitored key performance indicators (KPIs) to ensure optimal performance.💼 Managed cost per order and payout structure for delivery boys in rapid delivery.📉 Successfully reduced complaints count from 9% to 2.5% of the business volume.📉 Significantly decreased partially delivered orders count from 22% to 3% of the business volume.📋 Developed standard operating procedures (SOPs) for the CRM team to effectively handle multiple escalation cases, ensuring consistent and high-quality customer service.📦 Implemented processes for proper inventory updation and visibility among the ground team.🚚 Established a streamlined process for intra-city inventory replenishment.📊 Regularly prepared and presented comprehensive reports and dashboards to provide management with valuable business insights, facilitating informed decision-making. Show less