Barkha Kapoor

Results-driven operations leader with 18+ years of experience managing large-scale ecommerce operations, customer experience, supply chain coordination, and SAP-driven commercial processes across retail, telecom, and manufacturing sectors. Expertise in PAN India operations management, B2B & D2C order fulfilment, marketplace operations, CRM, inventory planning, vendor management, and process optimization. Proven track record in improving operational efficiency, reducing escalations, strengthening customer satisfaction, and streamlining supply chain coordination.

Manager – Operations & Customer Service (PAN India) - Bata India - Gurugram

(2010-08)

Leading nationwide e-commerce operations, customer service management, and supply chain coordination for B2B and D2C business channels.

• Managed end-to-end order fulfilment across marketplaces and direct sales channels.
• Oversaw order processing, shipment tracking, returns, refunds, and reverse logistics operations.
• Led PAN India customer experience and escalation management processes.
• Implemented 24-hour response TAT for customer escalations to improve service responsiveness.
• Coordinated with marketplaces, warehouses, logistics partners, and franchise networks to ensure seamless order execution and SLA adherence.
• Improved operational workflows and standardized fulfilment processes to enhance delivery performance and customer satisfaction.
• Monitored inventory availability and maintained stock accuracy across operational touchpoints.
• Maintained stock accuracy and minimized inventory variance across warehouses and service providers.
• Managed procurement and cost control for packaging and operational materials.
• Developed MIS dashboards and operational reports for leadership review and decision-making.
• Managed refund, return, and claims resolution processes while maintaining high customer satisfaction standards.
• Conducted operational audits and implemented process improvement initiatives.
• Worked closely with senior leadership teams for approvals, planning, and execution.
• Streamlined order fulfilment and returns management processes.
• Strengthened nationwide customer escalation handling and CRM operations.
• Improved vendor coordination and logistics service efficiency.
• Enhanced operational reporting and process standardization.

Executive – Operations - SNCA – Samsung Channel Partner

(2008 - 2010)

• Managed dealer MIS reporting and ERP operations.
• Generated sales reports, dealer performance analysis, and booking reports.
• Maintained dealer database and operational records.

Sales Coordinator & Executive Assistant - Lafarge India - Gurgaon

(2007 - 2008)

• Supported VP – Commercial & Projects in operational coordination activities.
• Managed SAP procurement lifecycle including PR, PO, GRN, and Service Entry processes.
• Handled reporting, documentation, and travel coordination.

Commercial Executive / Operations Facilitator - Reliance Communications - Delhi

(2004 - 2007)

• Managed procurement and inventory operations for 18 web stores.
• Generated daily sales and performance MIS reports.
• Executed SAP MM procurement and inventory management processes.

Customer Care Executive - Blaze Flash Courier - Delhi

(2003 - 2004)

• Managed customer support and shipment tracking activities.
• Resolved customer queries and service-related concerns.

Bachelor of Arts - Delhi University

IT Professional Course - MS Office Suite

SAP Training - MM Module (Procurement & Inventory)