Akshat Mishra
Cluster Operations Manager
Gurugram
Summary
Dynamic Operations and Strategy Leader having 8.5 Years of work experience in a Renowned MNC, Specializing in CRM, Last Mile Delivery, and Sales/Supply Strategy.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Cluster Head-Central Supply
Zomato
01.2024 - Current
- Implemented online ordering systems in PVR and INOX cinemas throughout Gurgaon while spearheading the expansion strategy.
- Led the complete Walker project across cinemas managing onboarding & training of pick up riders.
- Collaborated with internal and external stakeholders to streamline operations and maintain user experience metrics aligned with our business goals.
- Developed trackers & assisted in creating dashboards for analyzing diverse user experience and growth metrics across different funnels.
- Devised marketing strategies to encourage product adoption and increase app engagement
- Oversaw key accounts, ensuring month-over-month growth in sales and gross merchandise value (GMV).
Cluster Head-Logistics
Zomato
7 2021 - 12.2023
- Designed financial models for various states including HP, Haryana, and Punjab, focusing on rider payouts, festive constructs, and delivery partner retention programs.
- Analyzed financial and quality metrics, utilizing Excel, Redash, etc., to create comprehensive reports and dashboards for C-suite executives.
- Led operations and strategy, successfully launching multiple emerging markets in North India and initiating Zomato's logistics operations in Himachal Pradesh.
- Strategically navigated geographical and operational challenges in mountainous regions to ensure seamless operations in real-time.
- Headed the launch of the Gigs model across Haryana, ensuring serviceability and mitigating competitive threats.
- Managed 35 emerging cities in Haryana with a weekly order volume of 1 Lac and 2000 active fleet members.
- Oversaw city point of contacts (POCs) for various cities, ensuring smooth city operations.
- Managed a diverse team of 10 Field Operations Leaders (FOLs), ensuring target achievement.
- Executed cost optimization strategies and managed P&L, meeting cost-per-order targets & also won a pan India contest for the same by achieving maximum results without hampering ops.
- Handled challenging strike situations and legal liaisons, ensuring smooth implementation of changes.
Lead Associate-Logistics
Zomato
01.2019 - 07.2021
- Spearheaded the development of logistics operations in Jodhpur, Rajasthan, growing a fleet of over 400 delivery partners from 100 & driving MoM OV growth.
Senior Associate- Customer Delight
Zomato
01.2017 - 01.2019
- Managed a team of 30 associates, ensuring their operational metrics aligned with process requirements (AHT, FRT, CSAT, etc.).
- Oversaw day-to-day work management activities on the operational front, handling internal and external escalations from customers and stakeholders for timely resolutions.
- Developed feedback mechanisms and conducted trainings to maintain high-quality and efficient team performance.
- Conducted regular one-on-one sessions to understand individual growth paths and supported team members in advancing to prospective roles within and outside the team based on their skill sets.
- Conducted capacity and roster planning for smoother user experience, set up the Social Media Team to resolve customer grievances, and established a customer base for the new product Zomato Gold.
- Managed cases of customer gaming and fraud.
Associate- Customer Delight
Zomato
02.2016 - 01.2017
- Demonstrated exceptional empathy towards customer needs and concerns, fostering a positive and personalized experience in every interaction.
- Utilized innovative written and verbal communication techniques to effectively convey solutions and information to customers and internal teams, resulting in increased customer satisfaction.
- Collaborated closely with cross-functional teams to identify and address business and customer challenges, achieving shared goals through teamwork and cooperation.
- Maintained accurate and detailed daily reports, utilizing advanced spreadsheet management skills to track and analyze key metrics and performance indicators.
- Applied exceptional problem-solving abilities to address complex issues efficiently and effectively, ensuring timely resolution and customer delight.
- Adapted flexibly to a dynamic work schedule, including working in shifts as required to meet operational needs and provide continuous support to customers.
Executive Marketplace-Account Manager
WeAreHolidays
07.2015 - 10.2015
- Managed the complete customer lifecycle from query creation to conversion, ensuring a seamless and satisfactory experience for customers throughout their journey.
- Implemented quality control measures and conducted audits of various sellers on our platform, maintaining high standards of service and reliability.
- Served as the primary point of contact for addressing and resolving customer and seller-related issues, demonstrating strong problem-solving skills and a commitment to customer satisfaction.
- Consistently adhered to established processes while proactively seeking opportunities to improve standards and enhance operational efficiency.
- Prioritized customer satisfaction by engaging with customers regularly, providing assistance, and ensuring the best possible travel experience tailored to their requirements and budget.
- Delivered outstanding service to customers with meticulous attention to detail, effectively matching them with the most suitable vendor based on their needs and preferences.
- Demonstrated adaptability to changes in the work environment, thriving in a collaborative team setting and contributing to the overall success of the team.
Education
Bachelor of Business Administration (B.B.A) -
JIMS- Guru Gobind Singh Indraprastha University
Vasantkunj, Delhi 01.2012 - 04.2015
High School -
Chiranjiv Bharati School
Gurgaon, Haryana 01.2012 - 04.2012
Skills
Strategic planning
Data analysis and reporting (MS office)
Team leadership and management
Cost optimization and P&L management
Legal liaison and conflict resolution
Financial modeling
Geographic and operational challenges resolution
CRM
Internships
1) WeChat (Feb-March 2014)
- App promotion to increase no of downloads.
- Promoting and testing all the features of the app.
- Spreading Awareness about the offers.
- Taking Feedback from users and produced a report for further improvement
2) JKT Consulting LTD (June-July 2014)
- Completed Industrial Training internship in Marketing and Sales Department.
- Conducted Client satisfaction survey.
- Produced a report about the finding of the survey.
- Provided recommendation on improving client customer service based on the survey results.
Certification
Data Analytics-Pursuing (Ducat India)
Extra Curriculars
- Actively contributed to social causes as a member of the Jims Rotaract club, including coordinating a blood donation camp and participating in tree plantation drives, demonstrating a commitment to community service.
- Engaged in academic discourse by participating in the 9th National Seminar on Interrogating the Paralysis in the Manufacturing Sector in India, the 9th national seminar on 'Organized Vs Unorganized Retail: Finding the Balance,' and the 10th national seminar on 'Startups in India: Challenges and Opportunities' held at India International Centre, New Delhi, highlighting intellectual curiosity and a passion for learning.
Timeline
Data Analytics-Pursuing (Ducat India)
07-2024
Cluster Head-Central Supply
Zomato
01.2024 - Current
Lead Associate-Logistics
Zomato
01.2019 - 07.2021
Senior Associate- Customer Delight
Zomato
01.2017 - 01.2019
Associate- Customer Delight
Zomato
02.2016 - 01.2017
Executive Marketplace-Account Manager
WeAreHolidays
07.2015 - 10.2015
Bachelor of Business Administration (B.B.A) -
JIMS- Guru Gobind Singh Indraprastha University
01.2012 - 04.2015
High School -
Chiranjiv Bharati School
01.2012 - 04.2012
Cluster Head-Logistics
Zomato
7 2021 - 12.2023