AZEES RAHMAN S.M

• Handled warehouse-related escalations raised by Flipkart business partners.
• Managed forward and return shipment issues including reconciliation, loss claims, and discrepancies.
• Coordinated with warehouse, logistics, finance, and seller teams for timely issue resolution.
• Performed root cause analysis and implemented corrective and preventive actions to reduce repeat issues.
• Client: Flipkart - Seller Support (SPF, Escalations & FBF)
• Key Metrics: Seller Satisfaction (SSAT), Turnaround Time (TAT), Compensation accuracy & dispute resolution, Quality scores and audit compliance, Process adherence and continuous improvements.
• Key Achievements: Achieved consistent TAT reduction for warehouse and fulfillment escalations, Implemented process corrections that improved audit scores and quality benchmarks, Enhanced seller satisfaction through structured escalation handling and RCA, Supported business expansion by stabilizing operations during high-volume growth periods.
• LAST PROCESS HANDLED - FULFILMENT BY FLIPKART (FBF): Managed end-to-end Fulfilment by Flipkart (FBF) ground operations, overseeing the complete lifecycle of seller interactions, issue tracking, and query resolution. Owned and monitored critical KPIs including Seller Satisfaction (SSAT), Re-Open Rate, Turnaround Time (TAT), and team attrition, ensuring strict adherence to client SLAs. Collaborated with cross-functional stakeholders such as Logistics, Warehouse, Finance, and Internal Operations teams to diagnose, troubleshoot, and resolve complex seller escalations. Streamlined communication channels between sellers and internal fulfillment teams, resulting in improved service delivery, faster resolution, and enhanced operational transparency.

Handled seller escalations related to returns, refunds, and discrepancies, ensuring adherence to Flipkart SOPs.
Managed issues concerning promotions and campaigns, focusing on price adjustments and seller grievances.
Provided support for SPF cases addressing RTO, loss claims, and damage validation.
Collaborated on FBF logistics matters including inventory mismatches and inwarding delays.
Facilitated seller onboarding processes such as KYC verification and compliance checks.
Resolved Ekart / 3PL logistics challenges like delivery failures and reverse pickups.
Partnered with internal teams to enhance turnaround times for resolution of critical issues.
Identified recurring problems and shared recommendations for process improvements.

Managed end-to-end operations of Seller Protection Fund for Flipkart Pay, ensuring accurate claim handling and reimbursements.

Led team of associates to drive productivity, quality, and adherence to SLAs across SPF workflows.

Monitored queue management and case aging to meet business targets effectively.

Handled critical escalations from sellers and clients regarding SPF claims and payment discrepancies.

Conducted regular meetings and coaching sessions to enhance team efficiency and accuracy.

Analyzed dashboards and trend reports to identify operational gaps and implement corrective actions.

Ensured compliance with SOPs, audit protocols, and data security policies throughout processes.

Collaborated with cross-functional teams to resolve process issues and improve turnaround times.

• Handled customer support across voice, chat, and email channels.
• Ensured SLA compliance and improved first contact resolution (FCR).
• Client: Flipkart - Customer Support