Rahamathulla H T

Executed end-to-end product listing, catalog updates, pricing strategies, and inventory management, ensuring seamless online store operations.

Developed comprehensive dashboards in Excel and Power BI to report key performance indicators (KPIs) including traffic, conversion, Average Order Value (AOV), and Customer Lifetime Value (LTV), enhancing data-driven decision-making.

Reduced Return-to-Origin (RTO) rates by 20% through strategic implementation of address validation and prepaid nudges, optimizing logistics efficiency.

Coordinated with warehouse, customer service, and tech teams to ensure stringent Service Level Agreement (SLA) adherence, improving operational flow and customer satisfaction.

Assisted in planning, organizing, and tracking multiple IT projects, ensuring timely delivery and alignment with critical business objectives.

Created and maintained detailed Business Requirement Documents (BRDs), project status reports, Gantt charts, and dashboards utilizing MS Project, Excel, and Power BI, enhancing project visibility and control.

Identified and resolved critical blockers in project execution, significantly improving team productivity and accelerating project delivery pace.

Increased E-Commerce contribution to the overall business from 5% to 10% by strategically partnering with trending marketplaces, driving significant revenue growth.

Supported daily operations, including courier follow-ups, return processing, and storefront backend updates, ensuring smooth e-commerce functionality.

Prepared and published comprehensive MIS reports to the Management team, facilitating informed strategic decisions.

Developed and modified SQL queries to enhance data accuracy and streamline reporting for various e-commerce functions.

Created dynamic dashboards in Power BI and MS Excel using diverse data types, providing actionable insights into business performance.

Analyzed online shopping app customer reviews to identify key areas for improvement, contributing to an enhanced user experience.

Led a team of 15+ Customer Service Associates, providing daily guidance, training, and performance feedback to ensure high service standards and team productivity.

Improved Net Promoter Score (NPS) by +20 points through faster resolution times and proactive customer support strategies.

Oversaw the end-to-end order management lifecycle, from order placement to delivery, return, and refund processing, ensuring seamless customer journeys.

Handled high-priority customer escalations across digital channels and retail, resolving complex issues related to orders, payments, returns, and logistics.

Coordinated seamlessly with warehouse, tech, and marketing teams to ensure smooth operational flow and cross-functional project execution.

Contributed to the development of Standard Operating Procedures (SOPs) and quality assurance initiatives, standardizing support operations and enhancing service consistency.