SHAFLA MALIK

Email: shafla.malik@yahoo.in
https://www.linkedin.com/in/shafla-malik-24a0a777
Mobile: + 91 8408080978
Location: Goa

SUMMARY
Sales & Key Account Management Professional in E-commerce and Tech industry with over 8 years of
experience in building relationships, retaining top accounts, and growing profit channels. Self-motivated
leader with expertise in pricing & negotiations. Tactical team builder and strategic planner with experience in
D2C, B2C & B2B verticals. Skilled in assessing Sales, Client experience & BD team performance to identify
areas for improvement. Effective at creating training materials and presentations to help increase sales.
Hardworking and organized with excellent communication skills.

EXPERIENCE

Flipkart Sep 2022 – Present

Senior Manager
• Account Management- Owned P&L with revenue of 20 cr per month with <5% retention. Tracked & improved
key metrics like revenue, share of wallet growth etc.
• New partnerships- Scoped the market to engage and build strong pipeline. Worked on pricing with commercials
team along with negotiation and deal closure
• Engaged in new product development

Delhivery
• April 2021- Sep 2022
Manager
• SME, Key Account Management & Retention

• Responsible for >10% of MoM volume growth from the existing base
• Ownership of the Revenue, GMV and other Business metrics of SME
• Managing multiple sets of D2C Brands (Skincarft, Vedix, ForeverNew, Veromoda, Bummer etc)& B2C
clients with a total business volume of 7L
• Daily tracking of volumes on Salesforce
• Identify process gaps to come up with new processes and end to end ownership of cross functional
alignment, implementation, and sustenance of new processes
• Generated new business by planning and launching creative marketing initiatives
• Responsible for overall business roadmap, strategy, growth for the SME vertical
• Responsible for clients experience and NPS on platform
• Design, participate and launch strategic initiatives along with cross functional teams (UI/UX designers,
Business analyst, Technical, Operations, Revenue and Product) to enhance customer experience.
• Planning, communications, and efficient decision making.
• Identify various plans for business expansion in domestic and cross- Border market
• Accountable for client’s escalations and providing satisfactory resolutions. Further deep diving & provide
the Root cause analyses and identify improvement opportunities plan
• Initiate and implement multiple projects or many steps to increase productivity, reduce costs, time
management, and recommend solutions that align with best-in-class client experience
• Develop and design documents including standard operating procedures, training manuals, checklists,
templates, and implementation procedures
Team Responsibilities:
• People manager with experience of managing medium to large teams
• Managing and grooming a team of 25 KAM’s (Key account managers) and 3 senior KAM’S to ensure they
are delivering an exceptional client experience
• Set KRAs & KPIs for the direct and indirect reportees
 • Create monthly and quarterly departmental reports to determine whether KPIs are being met and where
there is room for improvement
• Hiring, training and support team members to help them meet departmental goals

21North Europ Assistance February 2019 – April 2021

Head – Sales, Goa

21North.in is an m-commerce technology in the company, which is a part of group Europ assistance. 21North is
a concept in the Indian Auto After Sales Industry. It delivers the quickest, safest and most innovative vehicle
assistance service, products and technology by combining location-based services, real time data, artificial
intelligence and end-end connected communication.
• Deliver against agreed sales plan to meet business objective.
• Maximize market/ sales potential and develop strong relationships at various levels with network
Partners; ensure delivery of 21North services and profitable outcomes.
• Submit sales Tracker report on a timely basis to review funnel.
• Act as an ambassador to the company, presenting commercial proposal to Network Partners and close
profitable business
• Maintain a cordial & healthy relationship with all services centers in the region/ state/ city
• Agreement to be signed with all our service Network Partners.
• Have a control mechanism in place to check whether the SLA’s & Terms& Conditions are being followed
as mutually agreed.
• Negotiate with Workshops; Service Providers & Suppliers based on the volumes on discounts,
Incentives & special benefits/ offers, which can be passed on the users.
• Deliver high-quality results in a timely manner and Multitasking
• Designing and implementing a strategic sales plan that expands company's customer base and ensure
its strong presence
• Responsible for establishing contact and developing relationships with prospects
• Maintain monthly sales tracker, Plan, and execute market site visits.
• Implement Customer Sales & Service industry.
• Revenue Generation
• Responsible for ensuring timely collection from Partners in coordination with Finance
• Ensure all the communication with clients are document
• Mentoring 4 other cities and tracked individual sales goals and assured toaccomplish the
committed targets
• Was responsible to handle largest corporate clients of India (VW-Skoda, MG India, Toyota, Mahindra).

Planet Hollywood Beach Resort Goa March 2017 – February 2019

Sales & Events Manager

• Liaise with clients to find out their exact event requirements

• produce detailed proposals for events (including timelines, venues, suppliers, legal obligations, staffing
and budgets)
• Responsible for contracting and closing business and executing events based on requirements and
standard
• Handling budgeting and invoicing.
• Stays available to solve problems or suggest alternatives to previous arrangements.
• Communicate with all departments as required during the event.
• Attend Sales events when required
• coordinate suppliers, handle client queries and troubleshoot on the day of the event to ensure that all
runs smoothly and to budget
• Approve all aspects before the day of the event
• Come up with suggestions to enhance the event’s success
• Handling post-event reports.
• Maintain contact with clients to obtain feedback and to discuss opportunities for future business deals
• Prepare and present sales proposal to potential clients, highlighting the best features and qualities of
the hotel.
• Ensure communication with clients are documented on weekly basis
• Maximize all Revenue opportunities
• Arrange meeting with corporate & Productive client –on field job
• Contact customers via calls or arranged meetings to discover their needs and requirements

Interglobe Aviation Pvt. Ltd "INDIGO AIRLINES” February 2015 – February 2017
Customer Service Executive

• Holding DCS (departure control system) certificate, Ramp safety and DG certified. Can do all commercial
allocations including BBA and BMA.
• Worked with a team of more than 170 employees.
• Oversaw customer service to passengers at boarding gates, Reservations, counters, arrivals and during
deplaning and boarding of the aircraft.
• Very strong customer service and communication skills like public speaking.
• Assisted in handling complicated and difficult customers issues.
• Miss Handling Baggage (MHB) coordinator.
• Assisted the unaccompanied minors, physically and mentally challenged passengers or any passengers
who need special assistance.

SKILLS
• Pricing strategies • Customer service management
• Profit and revenue-generating strategies • Team oversight
• Upselling & cross selling • Excellent communication skills
• Sales expertise • Financial forecasting
• Resolution-oriented • Salesforce CRM
• Customer rapport • Market and competitor analysis
• Business development • Performance tracking and evaluations

EDUCATION

Goa University
Bachelor of Business Administration, 2015
Relevant Courses
• Sales & Marketing
• Consumer Behavior
• Conflict Management & Negotiations

VVMs Damodar College of Commerce and Economics, Goa

Higher Secondary School 2012

Models High School, Goa

Secondary School, 2010
Technical & Soft Skills

• Experience in CRM solutions like Salesforce

• Asana & Atlassian –Task & Project Management
• Datastudio – to analyze pendency of warehouse management.
• Redash – day to day SLA and client performances
• Mail Chimp for email marketing & analytics
• MS Office including outlook, excel, Presentations, word, forms, Database management
• Business Analytics (basic advanced excel and Power query)