Amit Kumar
Bengaluru
Summary
I bring over 12 years of experience in Operations, Control Tower Operations , Supply Chain, Sales, and Customer Experience, with a track record of driving growth and operational excellence at companies like Practo, Furlenco, and Minglebox Communications. My expertise in strategic planning, process optimization, and team leadership has consistently contributed to enhanced performance and customer satisfaction. My journey has been marked by a steadfast commitment to operational excellence, strategic planning, and fostering high performing teams. I???ve spearheaded projects that enhanced supply chain visibility, improved customer satisfaction, and ensured operational improvement. My skills in data analysis, risk management, and technology utilization have been instrumental in achieving these goals.
Overview
12
12
years of professional experience
Work History
Sr. Manager - Operations
Practo
05.2022 - 05.2024
- Operations Leadership: Spearheaded operations across India for Practo Dental Care and Practo Derma Care, significantly boosting service demand and operational efficiency.
- Team Management: Managed a diverse team of over 60 staff members, including Managers, Assistant Managers, Team Leaders, Centre Managers, and Account Managers.
- Onboarding and Revenue Generation: Successfully on-boarded 130+ clinics and 110+ doctors, generating a monthly revenue of INR 11 Crore.
- Doctor and Manager Coordination: Oversaw the onboarding of doctors and centre/account managers, processed doctor payouts within T+2 days, and resolved escalations within 24-48 hours.
- Revenue Meetings: Led monthly revenue meetings with doctors to ensure alignment and performance improvements.
- Operational Strategy Development: Developed strategies for operational efficiency and revenue growth.
- Performance Monitoring: Created and managed process and performance dashboards, tracked operational metrics, and drove continuous improvement.
- Team Development: Mentored and motivated the team for better efficiency and results.
- Appointment and Revenue Monitoring: Monitored overall appointment flow and revenue.
- Issue Resolution: Conducted deep dives on recurring issues to ensure systematic closure.
- Review Meetings: Facilitated weekly and monthly reviews to promote a culture of learning and planning.
- Performance Tracking: Tracked various performance metrics such as Clinic Live TAT, AMPD, average waiting time, doctor slots, demand, CSAT, clinics’ top line, feedback inflow, and appointment adherence.
- Stakeholder Management: Managed relationships with Product, Tech, Customer Support, Admin, Finance, Legal, Quality, and Analytics teams.
- HR and SOP Management: Handled recruitment, hiring, training, people management, and standard operating procedure creation.
- P&L Management: Ensured financial health and profitability, developed and managed the operational budget, monitored expenses, and implemented cost-saving measures.
Sr. Manager - Control Tower Operations
Furlenco
Bengaluru
03.2019 - 04.2022
- Team Leadership: Managed a diverse team of over 100 staff members across Control Tower, Planning, L2 Escalation, and Last Mile functions.
- Scheduling and Capacity Planning: Developed and implemented efficient scheduling processes for furniture orders based on stock availability and conducted capacity planning to maximize truck utilization and resource allocation.
- Operational Monitoring: Monitored Last Mile and overall operations to identify improvement opportunities, address process gaps, and enhance operational efficiency.
- Performance Dashboards: Created and managed comprehensive process and performance dashboards, utilizing data analytics tools to track and analyze key performance indicators.
- Delivery Route Optimization: Developed and implemented efficient last-mile delivery routes using route optimization software to minimize delivery times and costs.
- Delivery Technologies: Implemented last-mile delivery technologies, including tracking systems, GPS, and mobile applications, to enhance visibility and customer communication.
- Risk Mitigation: Identified potential risks in last-mile delivery operations and implemented strategies to mitigate them, ensuring business continuity.
- Cross-Department Collaboration: Collaborated with internal departments such as warehouse and customer service teams to streamline processes and improve overall last-mile delivery efficiency.
- Customer Satisfaction: Ensured customer promises were met by monitoring and escalating exceptions, overseeing the closure of escalated issues to maintain high customer satisfaction.
- Process Improvement: Continuously detected process gaps and performance issues, prioritized problem-solving opportunities, and collaborated with teams to implement solutions.
- Operational Insights: Worked closely with operations leadership to highlight performance issues, provide insights, and contribute to strategic decision-making.
- Continuous Improvement: Collaborated on continuous improvement initiatives, identified areas for process enhancement, and implemented best practices.
- Team Development: Led a high-performing team with a focus on collaboration and excellence, providing training and support to enhance team members' skills and capabilities.
Manager- Customer Experience
Furlenco
Bengaluru
03.2016 - 02.2019
- Team Leadership: Led a diverse team of Deputy Managers, Assistant Managers, and Associates across various levels (L1, L2, L3) to achieve strategic customer service goals.
- Customer Experience Enhancement: Strategically planned initiatives that increased NPS, reduced churn, and improved customer support quality.
- Support Process Management: Managed both voice and non-voice customer support processes, ensuring timely and satisfactory resolution of customer inquiries.
- Communication and Grievance Resolution: Acted as a communication link between the organization and support team, effectively resolving grievances and promoting a harmonious work environment.
- Training and Development: Organized training programs to update job knowledge and enhance the skills of customer experience representatives.
- Performance Reviews: Conducted and documented employee performance reviews, providing statistical feedback for staff evaluation and recognition.
- Call Center Supervision: Supervised in-bound call center staff, monitored calls, graded performance, coached agents, and acknowledged high-quality service delivery.
- Personal Coaching: Provided coaching and assistance to team members, ensuring high standards of customer service.
- Complex Issue Resolution: Resolved complex customer issues to ensure satisfaction and loyalty.
- Operational Efficiency: Implemented efficient customer service operations and strategies using CRM tools.
- Continuous Improvement: Advocated for and adapted processes for continuous improvement and customer satisfaction.
- Equipment Management: Ensured the availability and maintenance of necessary equipment and tools for smooth operations.
- Professional Development: Attended seminars, workshops, and conferences to stay updated on industry trends and best practices.
- Social Media Management: Managed social media escalations, ensuring timely and effective resolution of complaints and queries.
Senior Relationship Manager - Sales
Minglebox Communications Pvt. Ltd
Bengaluru
04.2013 - 03.2016
- Branding Solutions Leadership: Spearheaded online and offline branding solutions for colleges and universities, achieving and exceeding sales targets through effective client engagement and strategic planning.
- Client Relationship Management: Cultivated and maintained strong client relationships, ensuring high satisfaction with campaigns and services.
- Client Acquisition and Onboarding: Led the acquisition and onboarding of new clients, managed key accounts, and acted as the primary liaison between customers and internal teams.
- Sales Strategy Development: Developed and executed sales strategies, contributing to significant revenue generation.
- Proposal and Presentation Development: Drafted comprehensive proposals and presentations, facilitating business reviews to ensure client satisfaction and campaign effectiveness.
- Customer Issue Resolution: Promptly resolved customer complaints and issues, promoting high-quality sales, supply, and customer service processes.
- Market Research and Monitoring: Conducted continuous market monitoring and research to identify opportunities for market penetration and competitive advantage.
- Customer Engagement: Engaged potential customers to establish new relationships, win business from competitors, and renew contracts.
- Team Recruitment and Development: Played a pivotal role in staff recruitment, mentoring, and training, fostering a positive work environment focused on targets and achievements.
- Team Meetings and Reporting: Chaired weekly team meetings to discuss targets, achievements, and important issues, ensuring prompt reporting and solution proposals to senior management.
- Performance Feedback: Provided prompt and accurate feedback on individual and team performance, guiding continuous improvement and operational excellence.
Sales Executive
HDFC Bank
Bengaluru
09.2012 - 03.2013
- Direct Sales Excellence: Excelled in selling a comprehensive range of banking products, significantly contributing to revenue growth and customer base expansion.
- Lead Prospecting and Pitching: Successfully prospected new leads, pitched banking products, and secured client business.
- Customer Relationship Management: Fostered strong business relationships with customers, ensuring high satisfaction and loyalty.
- Promotional Activities: Organized and conducted promotional activities, meetings, and road shows, often surpassing budgeted sales volumes.
- Application Processing: Ensured all customer applications and documentation were complete and error-free, minimizing processing delays and improving customer experience.
- Document Discrepancy Resolution: Followed up on document discrepancies and ensured timely resolution in compliance with banking standards.
- Error Minimization and Efficiency: Acted proactively to minimize submission errors and undertook corrective actions to enhance sales process efficiency.
- Sales Reporting: Provided regular Sales MIS to the Team Leader, offering insights into sales performance and opportunities for improvement.
- Market Feedback: Provided ongoing customer and market feedback to the Team Leader to improve business operations.
Education
B.Tech/B.E. - Computers
Shivaji University
01-2011
Skills
- Client Relationships
- Data Analysis
- Strategic planning
- Customer Experience
- Operations Management & Control
- Tower Operation
- Performance & Stakeholder
- Management
- Supply Chain Management
- Sales and Business Development
- Order Management
- Last Mile Delivery
- Vendor Management
- Negotiation
- Cost Management
Timeline
Sr. Manager - Operations
Practo
05.2022 - 05.2024
Sr. Manager - Control Tower Operations
Furlenco
03.2019 - 04.2022
Manager- Customer Experience
Furlenco
03.2016 - 02.2019
Senior Relationship Manager - Sales
Minglebox Communications Pvt. Ltd
04.2013 - 03.2016
Sales Executive
HDFC Bank
09.2012 - 03.2013
B.Tech/B.E. - Computers
Shivaji University
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