Sohel Memon

Operations Associate

Mumbai, Maharashtra, India4 yrs 1 mo experience

Most Likely To Switch

Key Highlights

Expert in managing large delivery teams.
Proven track record in improving operational efficiency.
Strong focus on enhancing customer experience.

Stackforce AI infers this person is a logistics operations expert with a focus on fleet management and customer experience.

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Skills

Core Skills

Fleet ManagementOperational ManagementLogistics ManagementOperational StrategyOperations ManagementTeam CoordinationLogistics OperationsCustomer Experience Management

Other Skills

Team ManagementOperational EfficiencyCustomer ExperienceTrainingField AuditsAttrition ManagementFeedback MechanismsLast Mile Delivery OperationsFleet OptimizationOnboardingPerformance AnalysisShift ManagementAttendance MonitoringOrder AssignmentCustomer Complaint Handling

Experience

4 yrs 1 mo

Total Experience

1 yr 4 mos

Average Tenure

2 yrs 6 mos

Current Experience

Swiggy

Fleet Manager

Nov 2023 – Present · 2 yrs 6 mos · Mumbai, Maharashtra, India · On-site

Managing a team of 250-350 Pickup & Delivery Partners directly on a daily basis.
Drive Pickup & Delivery Partners efficiencies assigned at an individual level.
Pickup & Delivery Partner attendance to be maintained basis demand on a daily basis.
Improve and maintain promised delivery times for better customer experience.
Conduct classroom/ field training at individual level for better customer experience.
Conduct regular field audits for better compliance among Pickup & Delivery Partners.
Manage and control voluntary attrition and control absconders by conducting regular
engagement activities.
Provide feedback at individual level and conduct weekly one-on-ones to understand
problem areas.
Ensure excellent customer experience by solving order level escalations.
Support Pickup & Delivery Partners during emergencies and exigencies.

Team ManagementOperational EfficiencyCustomer ExperienceTrainingField AuditsAttrition Management+3

Blinkit

Senior Relationship Executive

Aug 2023 – Oct 2023 · 2 mos · Mumbai, Maharashtra, India · On-site

Managing the last mile delivery operations including fleet optimization & assigning.
Fulfil the supply gap by onbaording and training new delivery partner.
Launched Vashi,BKC,Prabhadevi Area and Identifying improvement areas, performing RCA and strategizing mitigation Plan.
Work closely with our Delivery Partner fleet to understand their needs, seek feedback / insights and provide optimal solutions.
Analyzing store level Weekly/ Monthly Performance.

Last Mile Delivery OperationsFleet OptimizationOnboardingTrainingPerformance AnalysisLogistics Management+1

Dunzo

Rider Shift Manager

Aug 2022 – Jul 2023 · 11 mos · Mumbai, Maharashtra, India · On-site

Schedule and allocate riders for shifts to ensure adequate coverage.
Monitor rider attendance and manage shift changes or absenteeism.
Coordinate with the dispatch team to manage order assignments and prioritize deliveries.
Address any delays, accidents,or issues that may affect delivery times.
Handle escalated customer complaints related to delivery issues.
Manage rider payroll and ensure accurate compensation for hours worked.
Ability to work under pressure.

Shift ManagementAttendance MonitoringOrder AssignmentCustomer Complaint HandlingPayroll ManagementOperations Management+1

Zepto

Rider Shift Incharge

Nov 2021 – Jul 2022 · 8 mos · Mumbai, Maharashtra, India · On-site

Building Zepto.
Manage and Expanded Mumbai with City OPS.
Leading RTO Process of Mumbai.
Managing daily operations within the dark store, enabling customer orders fulfilment at targeted service levels.
Managing the last mile delivery operations including fleet optimization & assigning.
Assist Operations Managers in handling any projects and crisis in timely manner.
Assist in all customer feedback and propose resolution within stipulated time.
To review monthly reports on Operations efficiency.
Acts as the Rider and catalyst for change in continuous improvement activities,
i.e (to improve customer experience)
Collaborates with Project and Ops support team to ensure meeting of on-time delivery and quality in Lean manner.
Delivers what the customers (both internal and external) value by utilizing resources effectively
Identifying improvement areas, performing RCA and strategizing mitigation Plan.
Handle both customer as well as rider escalations.
Fulfil the supply gap by onbaording and training new delivery partner.
Analyzing store level Weekly/ Monthly Performance
Solving day to day operational issues with stores and riders.
Strike Handler.