May 2024 – Sep 2025 · 1 yr 4 mos · Gurugram, Haryana, India · On-site

• GM Impact: Improved Gross Margin Per Unit (GMPU) from ₹14 to ₹19.5 in 4 months through strategic seller rate card interventions.
• Live Dashboards: Designed and maintained live sales and operations dashboards to drive real-time decision-making.
• Revenue Increase Strategy: Developed and executed Seller Health cards and actionable reports for seller-based strategies to increase profitability and optimize cost structure.

May 2023 – Feb 2024 · 9 mos · Bengaluru, Karnataka, India · Hybrid

• Loss Management: Responsible for marking designated losses to courier partners as part of Control Tower operations, ensuring timely communication and pendency closures.
• Loss Recovery: Ensured credit notes for losses were efficiently recovered, contributing to cost management and profitability.
• Billing: Created fortnightly billing for 2100+ Last-Mile (LM) & First-Mile (FM) vendors nationwide, maintaining accuracy and consistency in financial transactions.
• Risk Analysis: Conducted pre-billing and reconciliation on payouts, involving risk analysis to enhance financial control and accuracy, particularly in Cash on Delivery (COD) transactions.
• COD reconciliation: Daily circulation of pending deposits to operations to maintain daily cashflow recovery from vendors nationwide.
• Automation: Successfully semi-automated the existing manual billing process, resulting in significant time savings and increased efficiency.
• Financial Reporting: Shared precise cost per shipment data with management through comprehensive reports, enabling informed decision-making.
• Vendor Retention Projects: Creating robust processes aimed at retaining high-performing vendors and eliminating worst, contributing to a reliable vendor
• network.

Apr 2022 – Apr 2023 · 1 yr · Gurugram, Haryana, India · On-site

• Innovative Data Analysis: Leveraged Power BI, Data Studios, and Metabase to provide insightful data analysis, driving informed decision-making.
• Operational Optimization: Streamlined warehouse operations by improving print, manifest, and handover timelines, enhancing efficiency.
• Tech Project Leadership: Led successful technology initiatives to control breaches and boost operational performance, delivering measurable results.
• Automated Reporting: Automated detailed reports for sales and marketing teams, enabling data-driven strategies for client-specific SLA improvements.
• Profitability Expertise: Developed specialized Profit and Loss (PnL) analyses,
• empowering informed decisions for loss mitigation and revenue enhancement.
• First Mile & Last Mile Operations:
• Proactive Automation: Automated dashboards and pre-alerts to FM & LM teams, optimizing the allocation and tracking of daily pickups, including converted pickups or deliveries.
• Issue Resolution: Identified and addressed reasons for non-pickup or non-delivery issues, implementing strategies for continuous improvement.
• Performance Insights: Provided LM teams with timely performance insights, including TAT (Turnaround Time) data and breach notifications at the city courier
• p level, facilitating allocation management and partner discussions.

Feb 2019 – Apr 2022 · 3 yrs 2 mos · Gurgaon, Haryana, India · On-site

• Led cross-functional initiatives for cost optimization, resulting in significant savings.
• Utilized analytical tools to design and implement projects that fundamentally improved system and ground processes, resulting in a lower cost per delivered shipment (CPDS).
• Simulated various rate card scenarios and collaborated with partners to reduce freight costs or request discounts.
• Introduced innovative supply chain techniques such as regional offloading and forward deployment to reduce delivery times, resulting in reduced Return to Origin (RTO) rates.
• Ensured compliance by imposing restrictions on FM and LM operations based on category, weights, and other relevant factors.
• Empowered FM & LM teams with diverse reports for monitoring performances, service quality indicators, adherence to performance timelines, and attempt quality indicators for FM, Mid Mile (MM), and LM operations.
• Ensured accurate status updates for orders by addressing API link breakages or implementing new status mapping as needed.
• Spearheaded the on-boarding and automation of daily reports using Power BI or Tableau for internal consumption and tracking. Developed weekly and monthly SCM review presentations.
• Conducted thorough recon of orders to identify and resolve leakages during various handshakes in both forward and return processes.
• Successfully recovered losses from concerned partners, resulting in a reduction in cost leakages and contributing to overall cost management.
• Key Impacts:
• ° Achieved a substantial reduction of 37 INR~ on CPDS and a 4% reduction in RTO rates through strategic initiatives.
• ° Played a pivotal role in on-boarding regional offload partners and successfully launching the Logistic As A Platform (LAAP) project. Made significant contributions to salience changes, resulting in a substantial cost reduction of 20 INR.
• ° Successfully on-boarded over 40 daily reports, making a significant contribution to cost reduction by approximately 10 INR.

Sep 2018 – Feb 2019 · 5 mos · Gurgaon, India · On-site

• Customer Experience Enhancement: Prepared daily, weekly, and monthly reports to analyze breaches in promised Turnaround Time (TAT), ensuring a high level of customer satisfaction.
• Customer Feedback Integration: Managed Customer Net Promoter Score (NPS) surveys and shared feedback with all departments to implement improvement measures, resulting in enhanced customer experiences.
• Return Analysis: Conducted monthly analysis of customer returns, examining reasons by seller, country, category, and more. Developed improvement plans based on findings.
• Order Verification System: Implemented a mechanism to prevent bulk booking of orders through re-sellers, enhancing order verification and quality control.
• Automated Dashboards: Developed automated dashboards using BigQuery and Google Data Studio for various departments, facilitating close monitoring of performance metrics and promoting data-driven decision-making.

Dec 2011 – Aug 2018 · 6 yrs 8 mos · Gurgaon, India · On-site

• Warehouse Management: Successfully managed 15+ warehouses nationwide
• under the JIT marketplace model, overseeing daily operations contributing to a 30% increase in salience.
• Expansion Initiatives: Spearheaded the exploration and setup of new locations with a high volume of orders, conducting detailed cost analysis and SLA negotiations with new warehouse partners.
• Performance Improvement Projects: Initiated and managed projects aimed at reducing performance leakages in first-mile logistics for the marketplace and warehouses during shipment handshakes through process improvements.
• Courier Network Growth: Engaged new courier partners to expand the network for both last mile and first mile operations while intelligently working with existing partners.
• Specialized Solutions: Explored shipping solutions for specialized products requiring exceptional handling.
• Profit and Loss Management: Oversaw reconciliation of bad/damaged inventory, seller pay-outs, liquidation, and debits, resulting in a substantial reduction in losses.
• Cost Reduction Initiatives: Managed projects across multiple verticals to identify and implement cost reduction initiatives.
• Performance Monitoring: Monitored daily operations, discussed specified metrics, and collaborated with 3PL partners to improve performance and reduce returns.
• Billing Reconciliation: Conducted monthly billing reconciliation and engaged in discussions with partners to rectify errors and ensure accuracy.
• Key Impacts:
• ° Achieved a reduction in overall customer promise breaches, resulting in a decrease in customer complaints.
• ° Significantly improved stock-out rates and reduced promised breaches.
• ° Expanded the delivery network to cover 25,000 pin-codes, up from 7,000.
• ° Reduced bad/damaged inventory loss, seller escalations, and wrong dispatches.

Jun 2007 – Nov 2011 · 4 yrs 5 mos · Noida, Uttar Pradesh, India · On-site

• Salary and Incentives Assistance: Provided valuable assistance to the HR
• department in preparing monthly salaries and incentives pay-outs for
• executives, ensuring timely and accurate compensation.
• Data Analysis Expertise: Prepared comprehensive Management Information
• System (MIS) reports with in-depth analysis using tools such as Excel, Sybase,
• and MySQL Database, aiding data-driven decision-making.
• Customer Service Enhancement: Furnished various MIS reports to the
• customer service department, enabling better support to reduce customer
• complaints and implement performance improvement plans.
• Corporate MIS for Sales Analysis: Created a Corporate MIS system for
• analyzing yearly, monthly, daily, and hourly sales and revenue generation.
• Conducted analyses related to top-selling cities, product and category mix, and
• sales mediums. Also, monitored return percentages for actionable insights.

Aug 2005 – Jan 2007 · 1 yr 5 mos · New Delhi, Delhi, India · On-site

• Quality Focus: Held responsibility for maintaining the highest quality
• standards, ensuring that key metrics like Average Call Duration (ACD), attrition
• rates, and abandoned calls consistently met or exceeded targets.
• Team Size: Managed a team of 35-40 executives, providing leadership and
• guidance to optimize performance.
• Continuous Improvement: Proactively addressed areas for improvement
• within the team. Conducted daily call audits, provided constructive feedback,
• and made real-time performance observations to drive ongoing
• enhancements.