Jan 2025 – Sep 2025 · 8 mos · On-site

• In my previous role at Zepto (Quick Commerce), I was responsible for managing Last Mile (LM) operations and ensuring smooth daily deliveries. I consistently achieved key operational targets such as OTA, OTD, FADR, CAST, POD, CPD, RTO, and DPD, while maintaining high service standards.
• I successfully managed a large number of delivery riders, coordinating delivery slots efficiently and ensuring timely fulfilment on average, my team completed 1,400+ successful deliveries per day, contributing to overall business performance and customer satisfaction.
• This role helped me strengthen my team management, operations planning, and performance optimization skills in a fast-paced environment.

Apr 2024 – Dec 2024 · 8 mos

• In my previous role at LG India, I worked in the Escalation Department, where I managed the CEO Portal to handle high-priority customer cases. During my time there, I focused on developing key professional and communication skills, including how to handle irate and worried customers with empathy and efficiency.
• I also gained hands-on experience with LG’s Global Service Front System (GSFS) and learned the importance of teamwork and strong internal collaboration my role helped me understand and achieve important performance metrics such as KPI - AHT, CSAT, FCR, Attrition, and Shrinkage, while building a positive and results-driven work culture.

Mar 2019 – Nov 2023 · 4 yrs 8 mos · On-site

• I manage Amazon MFN (Merchant Fulfilled Network) operations, leading a team that successfully handles 12,000–15,000 shipments daily. My responsibilities include overseeing end-to-end order processing — from assignment and sorting to movement toward the short center — ensuring timely pickups and deliveries across 18 pincodes in Ghaziabad. I consistently maintain CPT (Customer Promise Time) and achieve all daily and weekly targets through strong team coordination, process optimization, and performance tracking.