Jul 2023 – Apr 2025 · 1 yr 9 mos

• Managed PAN-India energy and fuel operations ensuring uninterrupted utility services across all locations.
• Achieved 100% on-time utility payments by streamlining workflows and removing inefficiencies.
• Analyzed energy consumption data, identified anomalies, and minimized wastage in coordination with field teams.
• Executed DG vendor contracts ensuring adherence to government regulations and compliance standards.
• Led implementation of an automated payment solution by coordinating across internal and external stakeholders.

Oct 2022 – Jul 2023 · 9 mos

• Managed end-to-end inventory transfer flow, ensuring timely stock movement from warehouses to dark stores.
• Reduced wastage by identifying root causes, driving process improvements, and coordinating closely with ground teams.
• Led reverse inventory operations by planning, executing, and monitoring workflows to ensure proper closure of bad stock.
• Resolved real-time operational issues across warehouses by coordinating with multiple stakeholders.
• Conducted knowledge-transfer sessions for first and last-mile teams, increasing process compliance from 30% to 95% within 3 months.

Dec 2019 – Oct 2022 · 2 yrs 10 mos

• Resolved customer tickets within SLA timelines, maintaining consistent quality scores and improving customer satisfaction.
• Handled escalations across call, chat, and email, ensuring timely and effective resolutions for critical cases.
• Trained and supported outsourced teams, improving their process understanding, accuracy, and adherence to quality standards.
• Acted as a key escalation point, collaborating with internal teams to resolve complex issues.
• Improved team efficiency by coaching, process clarification, and workflow adjustments.