ANIL KUMAR
Delhi
Summary
Versatile Assistant Manager - Operations with background in streamlining operational processes, reducing costs, and enhancing overall productivity. Proven ability to oversee staff training and development, manage budgets, and coordinate daily operations. Strengths include strategic planning, process optimization, team leadership, and quality assurance. Demonstrated success in improving operational efficiency and driving business growth in previous roles.
Overview
11
11
years of professional experience
Work History
Assistant Manager Operations
Urbanic
Delhi
01.2024 - 03.2025
- Joined as Assistant Manager for Operations, overseeing two teams with a total headcount of 10, including one Subject Matter Expert ‘SME’
- Increased review completion rates significantly: from 10% to 40% within 6 hours, 35% to 65% within 12 hours, and achieved 100% completion within 24 hours
- Streamlined operations to handle discrepancies efficiently, ensuring timely escalation to the Line Manager ‘LM’ for issues discovered upon product arrival at the warehouse
- Conducted in-depth analysis to enhance team efficiency and optimize the user return experience
- Collaborated with the tech team to improve the user interface ‘UI’, delivering a smoother and more intuitive user experience
- Achieved a 30% improvement in review acceptance rates through data analysis and identifying root causes of issues
- Proposed and implemented an AI-powered image sensing feature within the app to help users submit accurate images when initiating returns
- Experience working closely with customer service, warehouse teams, and suppliers to streamline reverse logistics
- Analyzed NPS ‘Net Promoter Score) by categorizing feedback into Promoters, Passives, and Detractors
- Identified that 60% of Promoters had feedback related to late deliveries, while 90% of Detractors cited delivery delays as the primary issue
- Collaborated with the Forward Logistics team to deep-dive into root causes, identifying SOP gaps and implementing process improvements
- Worked with Quality team to ensure frequent audits were done along with regular feedback.
- Managed the end-to-end production process from sampling to final production order execution.
- Took ownership of purchase orders — from raising to tracking — ensuring on-time delivery through close coordination with vendors.
- Took complete ownership of stock planning by proactively identifying sizes at risk of going out of stock and triggering timely purchase orders to maintain availability.
- Monitored inventory closely, analyzing unsold SKUs to identify slow-moving styles and inform future production decisions.
- Engaged directly with customers to understand reasons for not placing repeat orders, using feedback to improve product offerings and customer experience.
- Supported the sampling team in launching 50 new styles per month and facilitated a seamless handover to the production team for bulk execution.
Team Leader
Cars24
06.2023 - 01.2024
- Led a team of 15 associates, managing day-to-day operations efficiently
- Developed and implemented SOPs to streamline processes and ensure alignment with key stakeholders
- Reduced contact ratios through the adoption of technology solutions
- Boosted connection rate by 20%
- Created dashboards to provide leadership with clear visibility into key metrics
Team Lead
Spinny
08.2021 - 06.2023
- Initiated the Website Inbound process from the ground up
- Defined key metrics to be tracked throughout the inbound process
- Developed a comprehensive SOP for the team to ensure clarity and consistency
- Introduced a process score to track both team and individual performance
- Created hiring projections to prepare the team for potential spikes in inflow
- Increased overall response rate from 60% to 90% and introduced First Response Time ‘FRT’ tracking
- Addressed social media escalations by ensuring swift resolutions
- Coordinated with various stakeholders to provide a seamless customer experience
- Made product changes by creating a social media queue to handle customer issues promptly
Team Lead
Urban Company
10.2019 - 02.2021
- Worked in the Escalation vertical of Customer Experience, where I handled complex cases and consistently ensured satisfactory resolutions for customers
- Managed escalations across diverse categories, including Appliances, AC, Home Repair & Maintenance, Beauty & Wellness, Plumbing, Carpentry, and Electrical services
- Led a team of 10 associates in the Escalation Helpline, managing their shrinkage, attrition, and overall performance effectively
Senior Associate
Urban Company
08.2016 - 09.2019
- Worked across multiple categories such as Appliances, AC, Home Repair & Maintenance, Beauty & Wellness, Plumbing, Carpentry, Electrical services, and more
- Handled customer escalations while strictly adhering to the SOP
- Operated within the Escalation vertical of Customer Experience, managing complex cases and consistently delivering satisfactory resolutions to customers
Associate
Jabong.com
07.2014 - 07.2015
- Handled customer queries related to product
- Raised complaints for customers and ensuring customer gets call back on time
Education
Bachelor of Commerce -
IEC
08.2018
Skills
- Dashboarding
- NPS
- Cost Optimisation
- Reverse Logistic
- Stakeholder Management
- Process Improvement
- EXCEL
- Product Management
- SOPs
- SQL
- Team Management
- Product
- Quality Improvement
- Strategy
- Data analysis
- Inventory management
- Process improvement
- Strategic planning
- Logistics coordination
- Operational planning
- Project management
Accomplishments
- Enhanced Review Completion: Improved completion rate from 35% to 65% in 12 hours.
- AI Return Efficiency: Reduced return rejection rate by 30% using AI solutions.
- Enhanced Customer Satisfaction: Boosted Net Promoter Score by 20% through feedback analysis.
- Boosted Connection Rates: Achieved 20% increase in contact connection rates.
- Improved Quality Score: Improved Quality score of the team by 25%
- Monitored inventory closely, analyzing unsold SKUs to identify slow-moving styles and inform future production decisions.
Languages
- English, Native
- Hindi, Native
Projects
NPS Improvement & Reverse Logistics Optimization - Urbanic
- Analyzed NPS (Net Promoter Score) by categorizing feedback into Promoters, Passives, and Detractors
- Identified that 60% of Promoters had feedback related to late deliveries, while 90% of Detractors cited delivery delays as the primary issue
- Collaborated with the Forward Logistics team to deep-dive into root causes, identifying SOP gaps and implementing process improvements
Outsourcing - Urbanic
Outsourced and established the L2 Chat team to manage inquiries, ensuring the in-house team handles only relevant issue categories
AI Image Sensing - Urbanic
- It helped us get filtered and accurate returns with appropriate images from the customer.
- Return rejection decreased to 30%
- Accuracy of the image increased to 95%
Timeline
Assistant Manager Operations
Urbanic
01.2024 - 03.2025
Team Leader
Cars24
06.2023 - 01.2024
Team Lead
Spinny
08.2021 - 06.2023
Team Lead
Urban Company
10.2019 - 02.2021
Senior Associate
Urban Company
08.2016 - 09.2019
Associate
Jabong.com
07.2014 - 07.2015
Bachelor of Commerce -
IEC
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