Nov 2022 – Oct 2023 · 11 mos · India · Remote

• Lead and manage a team of operations associates, driving motivation and ensuring timely responses to tickets within tight timelines.
• Handle incoming requests from vendors, suppliers, printers, customers, and campus managers, ensuring the smooth management of the supply chain
• Focus on cost optimization to increase overall profit margins, maintaining a target range of 30-40%.
• Participate in weekly one-on-one meetings with the CEO and Associate Director of Operations (ADO) to enhance business performance, define strategies, plan processes, and establish key performance indicators (KPIs) and objectives and key results (OKRs) aligned with organizational goals.
• Oversee end-to-end supply chain and logistics, ensuring the seamless delivery of products to customers, primarily utilizing UPS ground for 90% of orders, without incurring rush fees.
• Analyze daily, weekly, and monthly quality audits, compliance, and performance reviews to effectively address and control order issues.
• Manage resource allocation, particularly during peak seasons, ensuring the team's availability and providing regular feedback during weekly one-on-one sessions.
• Maintain oversight of the live order pool, ensuring that all tickets are addressed within the agreed-upon 4-hour service level agreement (SLA).

Aug 2022 – Nov 2022 · 3 mos · Mohali · On-site

• Successfully plan, execute, monitor, control, and close multiple project lifecycles concurrently, collaborating with both technical and non-technical teams.
• Develop and implement loyalty programs for esteemed clients such as Bosch, Kansai Nerolac Paints, Greenply, J K Fenner, Corteva AgriScience, FMC Corporation, etc., utilizing web development, app development, BPO management, redemption, and reward projects
• Effectively manage communication with internal and external stakeholders across various departments, ensuring seamless coordination on operational milestones, process changes, escalations, and other project-related matters
• Enforce rigorous scope management through a structured change management process, guaranteeing adherence to agreed-upon time, cost, and quality parameters while prioritizing the delivery of tangible business benefits

Sep 2020 – Aug 2022 · 1 yr 11 mos

Aug 2016 – Aug 2020 · 4 yrs · Chandigarh · Hybrid

• Successfully managed multiple departments including operations, planning, scheduling, marketing, resources, finance, and training as an operations manager for a newly established small startup in the education industry
• Oversaw end-to-end execution of various business projects in collaboration with schools, ensuring adherence to desired timelines and budgets.
• Achieved a significant increase in annual sales of 40 Lakhs during the academic year 2019-20 by acquiring 10 new clients.
• Fostered strong relationships with educational institutions, specifically principals and management, resulting in a 100% renewal rate of Memorandums of Understanding (MOUs).
• Led recruitment efforts and conducted regular workshops and training for a team of 30 trainers across Punjab and Chandigarh Tricity.
• Successfully established the brand in the emerging market of Chandigarh Tri-city, implementing an education program across 20+ schools and pre-schools within a span of 2 years.
• Scaled up the business substantially, growing enrollments from 50 in 2016 to over 3000 by 2019.

Nov 2011 – Aug 2016 · 4 yrs 9 mos · Chandigarh, India · On-site

• Conducted thorough investigations and evaluations of approximately 2000 customers annually to assess their creditworthiness and identify potential risk factors, resulting in a consistent 20% increase in funding each year.
• Collaborated with management to evaluate credit strategies and implement process improvements, successfully reducing the turnaround time (TAT) from 7 working days to 3 working days.
• Managed the analysis, disbursal, and monitoring of farmer credit products such as Kisan Credit Card, Agri Credit Loans, Tractor loans, dairy loans, cattle loans, etc.
• Provided timely and accurate reporting of key performance indicators to department heads, enabling effective management of positive cash flow.
• Maintained up-to-date knowledge of the current regulatory environment, proactively adjusting credit processes to meet changing requirements in the Agribusiness sector.
• Obtained and reviewed credit reports, credit references, credit insurance, and financial statements to establish appropriate credit limits for new accounts.

Sep 2010 – Jan 2011 · 4 mos

• Executing quality assurance of raw materials & products in assembly line for Philips
• Electronics.
• Process improvement planning and execution.