Sep 2022 – Present · 3 yrs 9 mos

Feb 2022 – Aug 2023 · 1 yr 6 mos

• Handling Stores Operations on Day to Day Basis. Managing Directly/Indirectly a Team of 10+ and 120+ Blue Collar Employees. Monitor Real-Time Service Levels & Schedule Adherence. Responsible for managing inbound and outbound Inventory of Stores. Responsible for order fulfillment, Logistics & Customer Experience. Responsible for the day-to-day management of delivery operations. Improve 10 Minute delivery of store, pushing for 40% of the order in 10 minutes (Target Achiever 30%). Manpower Planning and deployment according to task. Cash-flow Management of Store. Serve as a leader with Team and motivated Team for the best performance. Responsible for the dump and shrink minimization.

Jan 2020 – Feb 2022 · 2 yrs 1 mo

• Heading Logistics & Entire Warehouse operations / fulfillment centers in Patli and leading a team size of 50+ personnel engaged in inbound, outbound, packing, order fulfillment, returns, and Safety measures, Admin, CRM, Logistics and Handling Purchase Order with vendor payment. Originated SOP’s and Work Instructions for Logistics and Warehouse operations. Safety Culture and adherences as per Company Policies and Guidelines. Monthly Logistic Revenue MIS and Invoice Generation, On time Shipment Delivery & Pick-up as per decided SLA. Maintain 5s and safety guidelines and submit monthly report with working challenges to safety head. LSP's performance review with respective players & PnL (LSP vs Client) on monthly basis. Handle and monitoring of the escalation related to Logistics proper and satisfactory proactive follow-up and transparency with the clients. Single handedly designed, developed and managed logistic reporting including MIS sharing with the client.

Dec 2018 – Aug 2019 · 8 mos

• Current handling all major customers of pertaining to apparels and accessories segment. Ensuring all new projects and guidelines being given by the top management are being followed down the line by the team. Ensuring maximum pin code utilization as company has the maximum reach pertaining to pin codes in the private sector. Having monthly reviews with the customers with the agenda of ensuring service compliance and gaining more volumes from the customers. Ensure proper adherence to the SOP set with the client. Responsible for growing 3x volume of enterprise clients and their satisfaction level. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and Increasing client base.

Sep 2016 – Present · 9 yrs 9 mos

Sep 2016 – Nov 2018 · 2 yrs 2 mos

• Work closely with courier partners and set Service Level Agreements (SLAs) for executing first-time deliveries by city, zone, region or country. Manage and maintain vendor relationships, monitoring the turnaround time of our local vendors and courier partners. Designed a systematic process to track each consignment until it’s delivered finally. Working with teams and customers for creation and implementation of SOP as per quality standards. Maintaining close follow up of Complaints belongs to different criteria with courier partners for Customer Escalations / order status / address change / Cancellations/Risk complaints /Refund issues and Complaints against Courier Partners. Give constant direction to courier partners to ensure that all customer inquiries are rightfully, attended on time and in the best way possible to give them satisfaction. Serve as the middleman between the organization and the courier partners to ensure smooth communication and settling of grievances that may arise during work.

Sep 2014 – Present · 11 yrs 9 mos · Gurgaon

Sep 2014 – Jul 2016 · 1 yr 10 mos

• Coordinating with branches PAN India for resolving Customer Complaints/Escalations. Analyzing of complaints and making reports on daily basis. Sending reports like Cancellation, CID, RTO etc. to HODs. Handling Day to Day Complaints and provide solution at the earliest. Handling Escalated cases and provide resolution within settled TAT. Analyzing service levels and TATs for client and presenting performance reports. Updating status in software.

Jun 2012 – Oct 2013 · 1 yr 4 mos