Apr 2024 – Nov 2024 · 7 mos · Bengaluru, Karnataka, India · On-site

• Managed the overall end-to-end Business-to-Retail (B2R) process and operations, ensuring seamless execution from order placement to delivery.
• Managed transportation of goods between warehouses, distribution centers, and fulfillment centers, achieving a 98% on-time delivery rate.
• Led inventory management with a focus on maintaining visibility of stock for next-day orders, monitoring inventory loss, and overseeing efficient order management processes.
• Utilized data analytics to monitor middle-mile performance, resulting in a 20% improvement in
• key performance indicators (KPIs) and providing actionable insights to senior management.
• Tracked and owned the performance of 35+ partners in the cluster, achieving a 95% partner performance compliance rate and improving service quality by 27%.
• Directed vehicle alignment, orchestrated First-Mile pickups, Middle Mile connections, Last-mile deliveries, and early morning dispatches, ensuring timely vehicle returns and optimal delivery operations.
• Leveraged data analytics to monitor and improve last mile operations, leading to a 15% increase in delivery accuracy and a 10% reduction in failed deliveries.
• Led the integration of a transportation management system (TMS), enhancing real-time tracking and reducing manual processes by 40%, leading to a 15% increase in operational efficiency.
• Facilitated the creation of Last Mile Deliveries (LMD), closely monitored the closure of sales orders, and analyzed return percentages to minimize losses.
• Led Client profiling, onboarding & training initiatives, enhancing customer experience and engagement.
• Led high-impact projects at the organizational level, driving significant improvements and innovations across the business.

Apr 2023 – Mar 2024 · 11 mos · Bengaluru, Karnataka, India · On-site

• Managed the overall end-to-end Business-to-Retail (B2R) process and operations, identifying gaps in logistics and improving operations to meet customer expectations. oversaw various processes including customer onboarding, order-to-customer, vendor management, first mile and last mile operations, customer escalations, non-delivery processes, reconciliation, returns, and pricing etc. Automated reports and data, implemented new applications, and developed existing ones. By streamlining processes and initiating new projects, Created SOPs to enhance efficiency. Managed end-to-end payments and shipment reconciliation for B2R and led a team of over 60 members, overseeing all aspects of day-to-day operations.

Oct 2022 – Mar 2023 · 5 mos · Bengaluru, Karnataka, India · On-site

• Managed end-to-end payments and shipment reconciliation of Business-to-Retail Process. By streamlining processes and initiating new projects, Created SOPs to enhance efficiency. identifying gaps in logistics and improving operations to meet customer expectations. Created Sales Order Flow to reduce all the manual processes.

Jul 2020 – Oct 2022 · 2 yrs 3 mos · India · On-site

• Oversaw & managed overall logistics operations across pan India, consistently achieving an on time delivery rate of 95.3%.
• Managed the entire 3PL (3rd Party Logistics) First Mile operations, consistently achieving an on time 98% direct seller pickup rate and a 99.3% on-time pickup rate by the 3PL.
• Led high-impact initiatives, achieving a 93% First Attempt (FA) success rate, 90% First Attempt Delivered (FAD) rate, 6% Return to Origin (RTO) rate, 94% overall delivery rate, and minimizing losses to 0.01%.
• Conducted daily, weekly & monthly reconciliation, & on time recovery from the vendors.
• Achieved 93% closure of escalations within 24-48 hours, and reduced return claims from sellers to 98%.
• Focused on maintaining exceptional Seller & customer experience through continuous process enhancements.
• Led a team of over 20 members, overseeing all aspects including First Mile and Last Mile operations, Cx Escalation’s, RTS (Ready to ship), RTO (Return to Origin), (RTS) Return to Seller, (NDS)non-delivery-shipments, and liquidation process. Streamlined the process for managing returns, reducing return processing time by 20% and improving the efficiency of reverse logistics.
• Led strategic initiatives aimed at reducing FWD breaches, Forward(FWD), Return to Origin (RTO), and reverse logistics losses, resulting in improved operational efficiency and cost savings.

Dec 2017 – Jun 2020 · 2 yrs 6 mos · India · On-site

• Managed the overall vendor management process and 3PL operations.
• Oversaw first mile, last mile, customer support, escalations, RTO, non-delivery, and liquidation processes.
• Focused on maintaining exceptional customer experience through continuous product and process enhancements.
• Led a team of over 60 members, managing day-to-day operations.
• Handled pricing operations across various categories.
• Enhanced Udaan's customer experience through reconciliation, recovery, audits, and controls.
• Identified and analyzed program risks and losses.
• Streamlined SOP's, designed Process & Projects.
• Led the Control Tower team as the central anchor, overseeing end-to-end supply chain operations from First Mile to Last Mile.
• Tracked and owned the performance of different partners in the cluster, ensuring compliance with operational processes and performance targets.
• Applied strong analytical skills to identify and delve into issues, leveraging data to extract actionable insights and drive improvements.
• Collaborated with Operations, Planning, Tech, Analytics, Product, and Control Tower teams to ensure alignment and seamless execution of Pick-up & Deliveries
• Monitored Last Mile (LM), Day 0 (D0), and Day 1 (D1), FA(First Attempt) Performance, FAD (First Attempt Delivered) performance, RTO(Return to Origin) Performance, Escalation Performance Speed charters.

Jun 2015 – Aug 2017 · 2 yrs 2 mos · India

• Managed all day-to-day operations, ensuring seamless workflow and productivity.
• Tracked customer orders and deliveries daily to guarantee timely and accurate service.
• Resolved customer claims related to incorrect billing or account errors, maintaining high levels of customer satisfaction.
• Handled customer onboarding and profile rectification, ensuring a smooth setup process for new clients.
• Managed stock efficiently and negotiated rates with vendors to optimize costs.
• Conducted reconciliation and recovery from customers, ensuring accurate financial records and timely payments.
• Conducted reconciliation and recovery from customers.
• Handled customer onboarding and profile rectification.