Purnendu Nath
Gurgaon
Summary
Enthusiastic team player focused on delivering exceptional dedication in vibrant environments, utilizing skills and experience to benefit organizational goals
Overview
15
15
years of professional experience
Work History
Senior Associate - Ops Training
Delhivery Ltd.
Gurgaon
03.2023 - Current
- Conducted comprehensive induction sessions for new employees.
- Developed content using AI to enhance training materials.
- Delivered functional training for Delhivery Hub operations.
- Provided specialized training on FM, MM, and LM delivery functions.
- Implemented new processes and updated existing procedures.
- Ensured all employees remained informed of procedural changes.
- Facilitated effective use of LMS for employee learning needs.
- Organized training sessions during field visits to reinforce learning.
Assistant Manager - HR (Learning and Development)
Shadowfax Technologies Pvt Ltd.
Siliguri
08.2020 - 03.2023
- Scouted franchise vendors for last-mile operations across Northeastern states.
- Managed Last Mile centers by monitoring key performance metrics to ensure efficiency.
- Assisted TA team with hiring manpower from universities and colleges.
- Facilitated induction and on-the-job training sessions to implement process changes.
- Developed comprehensive training schedules for department heads on a weekly, monthly, and biannual basis.
- Created content for induction and various training programs to improve learning outcomes.
- Collaborated with teammates and stakeholders on regional training initiatives to align objectives.
- Supervised daily operations by scheduling shifts and assigning duties for productivity.
Assistant Manager- Ops Training
Bundl Technologies Pvt Ltd Swiggy
Guwahati
08.2018 - 05.2020
- Developed content for Induction Training across various operational verticals in FM LM.
- Facilitated process changes through Induction Training, OJT, and Refresher Training.
- Managed training requirements for department heads on a weekly, monthly, and biannual basis.
- Conducted training sessions for Delivery Executives on payout structures and earnings potential.
- Delivered comprehensive training for new staff on company policies and procedures.
Customer Experience Coach - Ops
Flipkart India Pvt Ltd
Siliguri
05.2015 - 08.2018
- Coached Delivery Executives to enhance customer satisfaction and drive positive experiences.
- Conducted inductions for new hires across all North Bengal locations.
- Trained employees on SOPs, soft skills, and new processes by visiting all sites regularly.
- Facilitated morning huddles and analyzed customer satisfaction to guide team interventions.
- Reduced customer escalations to maintain a rate of 0.03% of total shipments handled.
- Monitored conversion rates and key performance parameters for operational efficiency.
- Promoted high employee engagement levels among Warehouse Managers through targeted initiatives.
- Ensured consistent refresher training and effective implementation of development programs.
Senior Executive - Ops
Reliance Retail Ltd
Pune
06.2012 - 09.2014
- Assisted customers with informed product selection and recommendations.
- Managed inventory through restocking and monitoring product availability.
- Executed cashier duties, including payment processing and issuing receipts.
- Resolved customer inquiries and complaints promptly to enhance satisfaction.
- Collaborated with team members to achieve sales targets and improve performance.
- Maintained store cleanliness and organized merchandise to optimize appearance.
- Performed thorough opening, closing, and shift change procedures to uphold standards.
Customer Service Specialist - Operations
Infinity Retail Ltd, TATA Enterprise Croma
Pune
04.2011 - 06.2012
- Demonstrated features of LCD, LED, plasma, smart TVs, and home theater systems.
- Presented features of Bose speakers, Acoustimass, and Bose multimedia systems.
- Showcased functionalities of home appliances including refrigerators, washing machines, microwaves, and air conditioners.
- Resolved customer inquiries at CRM desk to ensure satisfaction.
- Compiled daily sales reports for management review.
Education
MBA - Marketing Management
Sikkim Manipal University
Pune07-2015
Bachelor of Arts - Geography
Arya Vidyapeeth College
Guwahati06-2010
Class-XII -
Higher Secondary CBSE
Arunachal Pradesh01-2007
Class-X -
High School CBSE
Arunachal Pradesh01-2005
Skills
- Strategic planning
- Employee training
- Content development
- Performance monitoring
- Customer relationship management
- Effective communication
- Conflict resolution
- Preparing reports
- Customer service
- Performance improvement
- Cross-functional teamwork
- Performance metrics
- Training and mentoring
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Languages
Hindi
First Language
English
Beginner
A1
Bengali
Beginner
A1
Assamese
Beginner
A1
Timeline
Senior Associate - Ops Training
Delhivery Ltd.
03.2023 - Current
Assistant Manager - HR (Learning and Development)
Shadowfax Technologies Pvt Ltd.
08.2020 - 03.2023
Assistant Manager- Ops Training
Bundl Technologies Pvt Ltd Swiggy
08.2018 - 05.2020
Customer Experience Coach - Ops
Flipkart India Pvt Ltd
05.2015 - 08.2018
Senior Executive - Ops
Reliance Retail Ltd
06.2012 - 09.2014
Customer Service Specialist - Operations
Infinity Retail Ltd, TATA Enterprise Croma
04.2011 - 06.2012
MBA - Marketing Management
Sikkim Manipal University
Bachelor of Arts - Geography
Arya Vidyapeeth College
Class-XII -
Higher Secondary CBSE
Class-X -
High School CBSE