Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Chandan Arora

Summary

As a Program Manager at Zomato's B2B platform, Hyperpure, I oversee the Profit and Loss (P&L), cost management, and billing processes for the entire Supply Chain Management (SCM).

Previously, I served as an operations expert in the online ordering sector, where I gained extensive experience with Salesforce, Zendesk, Help Scout, SendGrid, and MS Office. I specialize in setting up and refining business workflows, and have a proven track record in managing both large in-house and outsourced teams effectively.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Program Manager - Hyperpure (SCM - Operations)

Zomato
10.2021 - Current
  • Transitioned the SCM billing process from Warehouse POCs to a centralized team.
  • Solved operational challenges by identifying and addressing underlying issues in warehouses as a member of the core central team
  • Managed all aspects of SCM costs for Hyperpure business, including projections and provisions. Introduced weekly LEs to enhance visibility of business health.
  • Reduced payout TAT from 15 to 7 days by managing vendor payouts for Last Mile and Manpower vendors.
  • Decreased manpower cost/kg from Rs 1.6 to Rs 1.35 through contract enhancements and staff efficiency improvements
  • Implemented incentives resulting in a decrease of warehouse staff attrition from 14% to 10%
  • Automated the attendance tracking process for warehouse staff.

Assistant Manager - (Central Operations - Merchant Success)

Zomato
11.2018 - 10.2021
  • Directed a team comprising of more than 400 professionals, including inhouse and outsourced employees
  • Effectively managed partner support across multiple channels (Mails, tickets, calls, chats) while meeting key performance indicators including MSAT,NPS,and instance per order.
  • Streamlined customer support operations by introducing chat support platform, resulting in a drastic reduction in average response time (from 90 secs to just 8 secs) and decreasing missed calls by almost 85%.
  • Successfully partnered with various departments to identify and solve ongoing problems, leading to a decrease in the instance/order rate from 1.10% to 0.85%.

Team Lead (Operations)

Zomato
04.2018 - 10.2018
  • Oversaw the operations of a diverse group of 52 professionals responsible for merchant support and online ordering content
  • Successfully optimized operations by implementing measures that resulted in a decrease of Turnaround Time (TAT) to 16 hours for online ordering content and 12 hours for internal escalation.

Senior Associate (Operations)

Zomato
07.2017 - 03.2018
  • Evaluated and maintained records of daily and weekly reports
  • Successfully addressed issues with menu and order.

Associate (Operations)

Zomato
06.2015 - 06.2017
  • Fulfilled the role of a liaison between the company and its merchants.
  • Handled order/content related concerns

Education

Bachelor of Commerce - FInance

Delhi University
New Delhi
07-2014

Higher Secondary Education - Finance

KV ONGC
Dehradun
03-2011

Skills

  • Customer Service
  • Stakeholder management
  • Vendor Management
  • P&L Management
  • Billing and payments
  • Operations Management
  • Project Coordination
  • People management
  • Proficient with Salesforce, Zendesk, Helpscout etc

Certification

  • Tableau - Consumer and Author
  • Project Management Skills - Google
  • Six Sigma - Beginner
  • Diploma in Finance and Accounting - Banking, finance and insurance and Tally

Timeline

Program Manager - Hyperpure (SCM - Operations)

Zomato
10.2021 - Current

Assistant Manager - (Central Operations - Merchant Success)

Zomato
11.2018 - 10.2021

Team Lead (Operations)

Zomato
04.2018 - 10.2018

Senior Associate (Operations)

Zomato
07.2017 - 03.2018

Associate (Operations)

Zomato
06.2015 - 06.2017

Bachelor of Commerce - FInance

Delhi University

Higher Secondary Education - Finance

KV ONGC

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Chandan Arora