Imran Khan
Assistant Manager
Mumbai,MH
Summary
Operations and Automation Specialist with 15+ years in e-commerce and customer management. Expertise in seller operations, logistics alignment, and Python/VBA automation — delivering 10% annual profit growth, 99% SLA compliance, and 70% efficiency improvement. Strong analytical, leadership, and customer-centric focus with proven success in driving scalable, data-driven business outcomes.
Overview
18
18
years of professional experience
6
6
Certification
Work History
Assistant Manager
TATA UNISTORE LIMITED
05.2016 - Current
- Achieved 10% YoY profit growth by onboarding 250+ brands and driving pricing, catalog, fulfillment improvements, Seller Management, and order optimization initiatives.
- Delivered 99% SLA compliance by streamlining coordination between logistics, finance, warehouse, and tech teams, leading to 90% faster issue resolution through AI-driven automation and reduced manual intervention.
- Improved First-mile and Last mile accuracy to 99% by aligning 3PL partners with standardized logistics processes and performance metrics.
- Enhanced operational productivity by deploying Python and VBA automation tools, achieving a 70% efficiency gain, and eliminating 7 hours of manual work per day.
- Improved seller experience and reduced support tickets by 30% through UAT-led enhancements, giving sellers direct access to sales, return, disputes, and payment reports.
- Initiated standardization of operations by creating SOPs and redesigning Seller Compensation, Escalation, and Performance Matrices, resulting in higher accountability and streamlined processes.
Customer Service Executive
SUTHERLAND GLOBAL SERVICES
03.2013 - 04.2016
- Spearheaded efforts to cut repeat escalations by 25% and boost first-contact resolution through root cause analysis and team collaboration.
- Delivered exceptional customer support across the Middle East region by fostering empathy-driven communication, adapting to cultural and linguistic nuances, and ensuring prompt issue resolution — achieving 95% satisfaction and repeat engagement.
- Resolved irate customer escalations and refund/return disputes with empathy-driven communication and cross-team coordination, ensuring accurate resolutions, improved customer trust and reducing escalation by 20%.
- Created a VBA-powered Excel Dashboard that provided instant access to rebuttal templates and process insights, reducing handling time by 30% and strengthening team product knowledge.
- Created weekly and monthly performance dashboards using Tableau and Power BI to provide management with clear visibility on key operational metrics and team performance trends for review and decision-making.
Customer Service Executive
POLO QUEEN SOLUTION
10.2007 - 05.2011
- Led end-to-end B2B and B2C lead generation and sales campaigns, driving a 10–20% monthly revenue growth across UK, Australia, and US markets.
- Standardized cross-departmental processes and implemented workflow enhancements, boosting operational efficiency by 30%.
- Resolved customer complaints through proactive communication and issue ownership, achieving a 95%+ satisfaction rate.
- Standardized processes across departments, resulting in improved operational efficiency by 30%.
- Consistently exceeded performance KPIs while maintaining superior service quality and stakeholder satisfaction.
Cashier cum customer services
Emarat Petroleum
01.2006 - 10.2007
- Optimized daily sales by 10–12% through strategic product placement and cross-merchandising in high-traffic zones.
- Streamlined store operations by enforcing daily stock audits and timely replenishment, resulting in zero product shortages and enhanced customer satisfaction.
- Maintained precise inventory accuracy by collaborating with warehouse and suppliers, driving a 15% reduction in stock discrepancies.
Education
Bachelor of Commerce -
Mumbai University
01.2025
Skills
- Process automation and logistics optimization
- Advanced reporting and analysis
- Skilled in GitHub, Vinculum, and ERP solutions
- Customer experience management
Accomplishments
- Star of the Month-UAE.
- Best Employee of the Month – India.
- Benchmark & better the best - India.
- Process Automation – India.
Projects
- AUTO MAILER - Used Python, VBA, and Excel to build an automated email system for dynamic reporting and bulk updates. Cut manual email work by 90%, ensuring timely communication with teams and sellers.
- GOOGLE DOCS WORKFLOW AUTOMATION – Automated data entry and formatting between Excel and Google Sheets using scripts. Enabled real-time collaboration and reporting while eliminating redundant tasks.
- AUTO DATA EXTRACTION TOOL - Built a custom script to automate data extraction and reporting for orders, inventory, and returns. Reduced manual effort by 75%, delivering faster and more reliable business insights.
Certification
• Key Account Management
• Fire Fighting Training
• Retail Cashier Training
• Customer Relationship Management
• Point of Sale (POS)
• Lean & Sig Sigma
Language
English
Hindi
Tamil
Urdu
Timeline
Assistant Manager
TATA UNISTORE LIMITED
05.2016 - Current
Customer Service Executive
SUTHERLAND GLOBAL SERVICES
03.2013 - 04.2016
Customer Service Executive
POLO QUEEN SOLUTION
10.2007 - 05.2011
Cashier cum customer services
Emarat Petroleum
01.2006 - 10.2007
Bachelor of Commerce -
Mumbai University