Swapnonil Acharyya

Co-Founder

Bengaluru, Karnataka, India2 yrs 8 mos experience

Most Likely To Switch

Key Highlights

Scaled daily order throughput by nearly 50%.
Achieved 10-minute delivery promise for Zepto.
Improved customer satisfaction scores significantly.

Stackforce AI infers this person is a skilled operations and customer experience professional in the E-Commerce sector.

Contact

Skills

Core Skills

Operations ManagementData AnalysisE-commerceCustomer ExperienceProduct ManagementDigital MarketingContent Creation

Other Skills

Process AutomationMicrosoft ExcelTeam ManagementCustomer Relationship Management (CRM)StrategyAdobe PhotoshopAdobe Premiere ProEarly-Stage StartupsProblem SolvingAnalytical SkillsDecision-MakingStrategic PlanningFood and Beverage OperationsCross-functional Team LeadershipLast Mile

About

A content nerd forced to do 9-5! Because passion don't pay bills! 😭 now on to the ride of a lifetime @ Zepto 💜

Experience

2 yrs 8 mos

Total Experience

10 mos

Average Tenure

1 yr 3 mos

Current Experience

Zepto

Associate - Central Operations Control Tower

Mar 2025 – Present · 1 yr 3 mos · Bengaluru, Karnataka, India · On-site

● Orders per Day Delivered - Scaled daily order throughput nearly 50% across Superstore, Dark Store, Pharma, Café & QSR, enabling sustained high-volume operations.
● Pendency / Escalation Automation - Built and led an Apps Script–driven code that had reduced long pendency, lowered loss and improved profitability.
● Cold Supply Chain Ops - Implemented strict cold-area monitoring for ice cream, cold
drinks, FnV and fresh items, improving cold-item and enhancing customer experience (CX).
● Last-Mile Geofence Network - Solved network and geofence embargoes using Google Earth + Python, reducing location-based order losses and ranking as top performer in this metric through deep diving analysis.
● First Mile + Last Mile Defect Ownership - Transitioned into First Mile Defect Management while running Last Mile Ops, reducing store-bag defect rates, becoming the only associate managing both verticals in parallel.
● Store loss - Closed major ops gaps caused by First- and Last-Mile errors, reducing store closure and restoring lost supply capacity.
● Linehaul Ops - Drove rejection and containment of defective inventory from Mother Hub → Dark Store / Superstore, resolving high-impact linehaul quality failures.
● Speed Metrics - Optimized end-to-end delivery speed, achieving 10-minute promise positioning Zepto as the fastest platform in quick commerce.
● Defect Reduction - Led high-impact defect programs, while being the only associate bridging Central Ops and Customer Delight teams.
● Central Ops Reporting Critical Cities - Owned data-driven investigations and reporting for
critical zones, solving some of Zepto’s most complex and high-impact operational loss problems.
Now on to the ride of a lifetime! 💜

Process AutomationMicrosoft ExcelOperations ManagementData Analysis

Amazon

Associate (L3) - Selling Partners Support

Jul 2024 – Feb 2025 · 7 mos · Pune District, Maharashtra, India · Hybrid

Starting my first Full Time Job at my favorite company where I dreamt to be - Amazon! ✨️
▪︎ Marketplace & Fulfillment Ops - Owned program-level operations supporting a 45+ associate global org
across NA, EU seller operations through hands-on expertise in Amazon Marketplace, SKU and category operations.
▪︎ SLA / Throughput - Partnered with global stakeholders to design and deliver workflow optimizations, improving by 10–15%, SLA adherence and cross-region productivity.
▪︎ Quality Score (QS) / Reopen Rate - Led data-driven RCA and performance governance, reducing quality defects, repeat contacts and reopens across high-volume seller workflows.
▪︎ Seller Conversion & Retention - Delivered scalable ops programs supporting SMBs and premium sellers, improving long-
term account health and seller experience, achieving ~8–12% shrink reduction and improved audit outcomes.
▪︎ TAT / Defect Elimination - Owned complex operational problem spaces (VAT) accelerating resolution turnaround by 20–30%.
▪︎ Escalations / SLA Compliance - Acted as an ops POC for APAC and global stakeholders, managing escalations and eliminating chronic operational defects.
▪︎ Execution Governance / WBRs - Operated as acting Assistant to Manager, running execution cadences, preparing MoM, tracking action items and supporting WBR-level reviews.

Team ManagementE-CommerceOperations Management

Pocket fm

Product Intern

Jun 2024 – Jul 2024 · 1 mo · Bengaluru, Karnataka, India · Remote

✨ Started my first professional journey as a Product Intern for one of the leading Startups of India in Audio Industry, i.e., Pocket FM!
▪︎ SLA / Response Time – Streamlined workflows and prioritization methods, improving SLA adherence by 10% and reducing average response time.
▪︎ CSAT / Customer Experience – Delivered empathetic and solution-driven support, achieving 70% CSAT score and reducing repeat contacts.
▪︎ App Store & Play Store Reviews – Monitored and responded to user reviews, identifying trends that helped improve app ratings from 3.5⭐ to 4⭐.
▪︎ Escalation Handling – Acted as escalation POC, resolving complex cases and reducing escalation rate by 5%.
▪︎ Feedback & Product Improvement – Collected customer insights and shared with product teams, helping fix recurring issues and improving user satisfaction metrics.
▪︎ Ticket Closure / Productivity – Improved ticket closure rate by 10% through better categorization and use of tools like Freshdesk/Zendesk.
▪︎ Social Media Engagement – Managed user queries across social channels, improving response consistency and brand sentiment.
▪︎ Process Improvement – Created FAQs & SOPs to reduce repetitive queries and improve team productivity by 15%.

Customer Relationship Management (CRM)StrategyCustomer ExperienceProduct Management

Unscripted talk with santadip (uts)

Co-Founder

Jul 2023 – May 2024 · 10 mos · Kolkata, West Bengal, India · Hybrid

Co founding one of the most amazing digital content team and spreading the same with the larger audience! We have just completed our 300k both in YouTube and 500k on Facebook, also 25k on Instagram and targeting a million within a short span!

Adobe PhotoshopAdobe Premiere ProDigital MarketingContent Creation