NEERAJ SINGH

Implemented strategies to enhance post-order processes, resulting in improved order fulfillment efficiency and reduced delivery time for ~15% shipment by ~48 Hours. Streamlined logistics and warehouse operations to meet or exceed customer delivery expectations. Implemented algorithms to identify the best possible EDD and made it visible to the customers which improved deliveries by ~20%. Led initiatives to enhance the overall post-order customer experience, ensuring timely communication, accurate tracking, and resolution of customer inquiries. This has reduced customer support tickets by ~50%. Led the integration with logistics partners' APIs to dynamically fetch real-time order status updates, enriching our website's order page with live tracking information for enhanced customer visibility and satisfaction. This has reduced customer support tickets related to order tracking by ~50%. Used data analytics tools to track and analyze order fulfillment metrics like On-time shipping percentage, total order cycle time, RTO rate, and Percentage of orders received damaged/missing/wrong shade free. Conducted regular cost-benefit analyses to identify areas for optimization. Reduced split shipment % by ~2% point (absolute). Ensured compliance with relevant regulations and standards in post order processes, minimizing legal and regulatory risks. Integrated with logistic partner's API for QR compliances on Invoices.

Led end-to-end project management for Nykaa, a leading e-commerce client, overseeing a cross-functional team of 20+ professionals in the Support, QA, Tech, and BA departments. Delivered multiple projects on time, meeting and exceeding client expectations. Acted as the primary point of contact for Nykaa, managing client requirements and expectations to ensure alignment with project goals. Conducted regular client meetings, providing updates & addressing concerns. Collaborated between Product, Support, QA, Tech, and BA teams, ensuring seamless communication and coordination to achieve project milestones. Developed and maintained comprehensive project documentation, including project plans, timelines, and status reports, ensuring transparency and accountability. Led implementation of the shipping rule (identify best possible courier partner based on parameters like weight, and pincode serviceability). Led implementation of risky customer model to reduce RTO. Led integration with courier aggregator Click post to manage Order/ Return tracking. Led development of USN(Unique Serial No Functionality) for the Fashion vertical to maintain inventory accuracy.

Managed end-to-end development and management for one of the leading clients of the organization. Led integration with third-party OMS for vendor management of Nykaa. It includes Brown Tape, Unicommerce, Fynd, OMSGuru, Easyecom. Monitored all the modules of the application. Implemented Order Allocation to warehouses mechanism which helped reduce the split shipment by ~10%, reduced shipment cost, and improved overall TAT of the orders. Implemented the warehouse's order picking, packing, and sortation process, which improved the order TAT and warehouse process. Led the creation of ad-hoc reports for the Nykaa team as per requirements. Managed development for JIT Auto PO functionality which reduced manual intervention with vendors. Built a functionality to auto-create picklists for the allocated orders. This reduced manual intervention of the users and reduced TAT of the orders. Built Order Merge functionality for users who have placed multiple orders in a defined period. This helps reduce the shipment costs.