Bharath Herur

• Trained new hires on process requirements and best practices, enhancing team productivity and accelerating integration into workflow.
• Led incident response for a Severity 2 telephony outage impacting 7,500 TIDs; collaborated closely with the Kaleyra technical team to restore Digital Agent call functionality for customers in Karnataka.
• Managed Severity 2 incident involving 400 package impacts due to unintentional old lane activation; coordinated resolution by involving the NDC technical team to restore correct operational flow.
• Managed Severity 2 incident where critical workflows were stalled due to delayed government compliance responses, impacting 12 trailers; coordinated timely resolution by collaborating closely with the Beejak team to minimize operational disruptions.
• Collaborated with automation team to provide insights, saving 726.6 hours of manual labor annually for L2/L3 associates.
• Oversaw Supply Chain Management operations, updating logistics vehicle check-ins and enhancing production efficiency by 15%.
• Supported Automated Ticket Assignment System tool, automating ticket resolution for Singapore operations and saving over 720 operational hours annually.
• Trained warehouse associates on new methods, enabling quick issue resolution and minimizing future errors.
• Monitored warehouse capacity daily, utilizing Hubble (SQL) for accurate inventory data and timely reporting.

• Handled issues faced by operations and provide mitigation by working simultaneously with various tech teams to solve the issue.
• Communicating with both internal and external stakeholders and facilitating flow of information between various stakeholders
• Providing timely resolution to the issues in hand by researching and taking real time decisions.
• Escalating issues with data to relevant teams and follow through on the resolutions to ensure they are resolved.
• Ensure team metrics are maintained above the goal by addressing the issues within SLA's
• Handle queries raised by new hires.
• Taking ownership in conducting huddles and communicate the MOM across shifts.

Reports Handled :

• 3P Claim Report : This report is sent to reconcile the shipments handed over to 3P carriers for customer delivery, Vendor returns and customer return shipments.
• DA Off- Boarding : Off -board DA's for quality infraction and also assisted in automating the report by sharing inputs.
• Venom Cancellations : Cancel packages to stop deliveries where customer abuse pattern is observed.
• C-Return Pickup escalation report : Inform Last mile operations and 3P carriers to pickup the c-ret packages from customers to avoid concessions without pickup

• Addressed customer service inquiries in a timely and accurate manner.
• Developed effective relationships with all call center departments through clear communication.
• Built customer loyalty by placing follow up calls for customers who reported issues.

• Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills