BALAJI KESAR C
Assistant Manager - Control tower
Bengaluru
Summary
- Strategic Lead with expertise prioritizing projects, planing workflow and managing employees to achieve operational goals. Resourceful individual with 4 years of active experience managing efforts within deadline-driven environments. Diplomatic individual with strong leadership and decision making skills.Proven track record of defining and driving initiatives with minimal supervision.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
6
6
Languages
Work History
Assistant Manager
Shadowfax Technologies
03.2023 - Current
- Monitor Last Mile Operations and identify improvement opportunities.
- Capacity Planning for the hubs, co-ordinating with Planning team and ground Operations.
- Track and drive for continuous improvement across all defined Goals/KPI/metrics.
- Periodic and on time publication of performance data visibility.
- Deep dive into key areas to identify areas of improvement.
- Develop, mentor and motivate the team for better efficiency and best results.
- Work closely with ground operations, Planning, Design, MH, LH, Central Ops to ensure smooth LM delivery and pickup operations on a day to day basis.
Lead - Central Externalization Operations
Flipkart Internet Private Limited
09.2022 - 03.2024
- Identified issues, analyzed information and provided solutions to problems.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Responsible for enhancing revenue, streamlining workflow, evolving effective operational procedures to scale up the externalization charter for City Logistics
- Accountable for Reliability Metrics for First mile & Last mile, Overall client experience.
- Work very closely with external stakeholders, Business development and Zonal teams to arrive at accurate attributions for breach, Fake, Conversion, RTO and Pickup adherence
- Monitor daily escalations from clients which is escalated beyond a certain TAT
- Reduction in losses by focusing on closing of shipment within lifecycle.
- Assist ground operations on any tech/product issues by connecting/following the same with the right SPOC to ensure timely closure and ensure seamless operations.
- Spreadhead business process improvements to positively affect operational efficiencies.
- Identify potential points of continuous improvement to fill in existing process gaps.
- Managing Internal and external stakeholders.
Customer Experience Lead
Flipkart Internet Private Limited
07.2019 - 08.2022
- Managed and scheduled training for Team leaders, Hub Incharges, and area managers.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Ensuring CX metrics are being met as per Ops target (CSAT, Escalations, Fake, UDBAD ).
- Ground Connect /Hub Visit on a daliy basis.
- Design interventions for low performers on the ground.
- Beat Audit with WM's to demonstrate behaviour changes.
- Preparation of low performer improvement dashboard for the respective hubs ( WTD, MTD ).
- Support on Data analysis to all offroll manpower.
- Monitor CX metrics,Conduct refreshers and create healthy competitive environment.
- Pre-Post BBD Engagement and off role induction.
- New Process intervention for both off role and on role employees.
- Flipahead- Coordination.
- Engagement activities at the hub to motivate the HMT- TGIF, fun Fridays , Surveys, R&R.
- Managed accurate and efficient unit paperwork and current personnel files.
- Assessed and responsively adjusted to dynamic field conditions to provide personnel with clear and strategic leadership.
- Coordinated training for over 500+ personnel, covering topics such as tactical planning, compliance requirements and defensive plans.
- Increased customer satisfaction by resolving issues.
Associate Key Relationship Manager
ICICI Prudential Life Insurance
06.2018 - 07.2019
- Selling of insurance products to clients.
- Products include either traditional, Market related investement i.e ULIPS and term as well as medical insurance or all of these.
- Providing client service to existing customers.
- Pitching the product for HNI clients Strategizing & implementing ways to achieve sales targets.
- Identify key contacts at potential client partner to establish and foster a relationship.
- Resolve any customer complaints in a prompt and professional manner.
- Grow the business by identifying new sales and business development opportunities.
- Participate in one-on-one meetings with clients to explain services in an effort to guide their choices.
Marketing Intern
Bata India Pvt Ltd
07.2017 - 08.2017
- Visual Merchandising and increasing the Non-Footwear business across the family stores of Bata in New Delhi NCR region.
- Increasing the sales of the store where the store is not able to achieve the target and Visual Merchandising.
INTERNSHIPS - Visual merchandising.
- Dealing with the store managers.
- Stock management, store operations.
- Post GST workings.
- Colour blocking and brandings.
Education
MBA - Marketing
Indus Business Academy
07.2016 - 07.2018
B.E (Information Technology) - IT
Atria Institute Of Technology
05.2011 - 05.2015
Skills
Analytical skill
Relationship Management
Time Management
Data Management
Performance maximization
Account management
Strategic planning
Certification
Junior Scientist tag - National science congress
Timeline
Assistant Manager
Shadowfax Technologies
03.2023 - Current
Lead - Central Externalization Operations
Flipkart Internet Private Limited
09.2022 - 03.2024
Customer Experience Lead
Flipkart Internet Private Limited
07.2019 - 08.2022
Associate Key Relationship Manager
ICICI Prudential Life Insurance
06.2018 - 07.2019
BCIC - Aviation and aerospace future
02-2018
NHRD Conference
01-2018
Marketing Intern
Bata India Pvt Ltd
07.2017 - 08.2017
Yes+ Course - Art of Living
11-2016
Retailing and Marketing strategies
10-2016
MBA - Marketing
Indus Business Academy
07.2016 - 07.2018
Junior Scientist tag - National science congress
07-2013
B.E (Information Technology) - IT
Atria Institute Of Technology
05.2011 - 05.2015
National conference on computing technologies
03-2009
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