Chethan Kumar MB

Process Excellence & Service Delivery

• Achieved 97%+ turnaround time compliance and consistently maintained on-time resolution rates above 95%, ensuring smooth and efficient support operations.
• Demonstrated high productivity by closing 400+ tickets weekly, showcasing strong dedication to customer service.
• Resolved complex issues, including portal credential management, rider ID activation, and OTP verification.
• Addressed 503 technical challenges through JIRA, driving continuous improvement and minimizing downtime.
• Streamlined logistics processes, enhancing inventory accuracy and optimizing new AWB generation for improved service delivery.

Business Parcel Management – India Post.

• Ensured smooth parcel handovers through consistent communication with India Post, Hub, and DC teams, maintaining efficient processing in lean routes.
• Successfully reduced handover costs to ₹9 per parcel by identifying inefficiencies and implementing cost-saving measures in collaboration with Hub and DC teams, driving operational efficiency, and business growth.

HDD Expansion – Enhancing Operational Efficiency.

• Led the integration of handheld devices (HHDs) into operations, optimizing workflows, boosting efficiency, and ensuring continuous performance evaluation for further optimization.
• Scaled HHD deployment across major hubs, increasing employee productivity to 500-550 shipments per employee, reducing labor costs, while improving operational efficiency.
• Deployed HHDs in 14 Mumbai hubs and expanded to 10 hubs in Delhi, achieving 495 shipments per employee with 90% on-time delivery by 9 AM.

Prime, Large Business

• Delivered comprehensive portal and process training to all POD teams within B2B Prime Large, empowering them to lead effectively and drive business results.
• Proactively logged and resolved 28 JIRA tickets, collaborating with cross-functional teams to ensure the timely resolution of technical issues, enhancing system performance, and operational efficiency.

• Reviewed and approved vendor invoices.
• Participated in team meetings focused on identifying opportunities for process optimization.
• Assisted with the development of new processes and procedures to improve efficiency.
• Monitored inventory levels and ordered new supplies to prevent shortages.
• Collaborated with other departments to coordinate activities related to operations management.
• Shipped packages and received goods and materials under guidance of company's procedures.
• Supported the onboarding and training of new operations staff.
• Conducted quality control checks to maintain standards and meet compliance requirements.
• Handled incoming calls and directed callers to appropriate department or employee.
• Investigated root causes of errors or delays in order fulfillment processes and recommended solutions.
• Developed training and employee development materials to improve team performance.
• Managed inventory levels to ensure optimal stock availability for ongoing operations.
• Trained personnel on proper warehouse safety protocols and equipment use guidelines.
• Assisted in the development and implementation of standard operating procedures (SOPs) for various tasks.
• Maintained up-to-date records of all incoming and outgoing materials including tracking numbers.
• Coordinated logistics for product distribution, optimizing delivery schedules to meet customer demands.
• Greeted guests and vendors to assist in navigating space.
• Collaborated with cross-functional teams to develop innovative solutions for complex problems.
• Resolved customer inquiries quickly and effectively while maintaining a professional demeanor.
• Negotiated and reviewed contracts, rates and terms with current facilities and suppliers.
• Assisted in the development of vendor management policies and procedures in accordance with corporate objectives.
• Resolved billing disputes between vendors and internal departments in a timely manner.
• Analyzed vendor performance metrics to identify areas for improvement and increase operational efficiency.
• Coordinated the implementation of new vendors into existing operations, including training staff on proper procedures.
• Worked with management team to improve workflows and eliminate unnecessary tasks.
• Collaborated with other departments within the organization to develop standards for evaluating current suppliers and selecting potential new ones.

• Worked closely with human resources to support employee management and organizational planning.
• Initiated strategic initiatives aimed at improving overall productivity within the department.
• Implemented strategies to take advantage of new opportunities.
• Oversaw the maintenance and organization of warehouse space to maximize productivity.
• Facilitated communication between departments to ensure smooth execution of operational activities.
• Developed training and employee development materials to improve team performance.
• Monitored supply chain operations to identify bottlenecks and propose solutions.
• Collaborated with vendors and suppliers to negotiate contracts and ensure timely delivery of goods.
• Maintained positive working relationship with fellow staff and management.
• Utilized ERP systems to track inventory movements and generate performance insights.
• Monitored inventory levels and adjusted ordering schedules as needed to meet customer demands.
• Assisted in the resolution of operational issues affecting production or delivery timelines.
• Coordinated daily operations of a team of 40+ delivery associates to ensure an efficient workflow.
• Facilitated internal audits to verify accuracy of data entry into system databases or tracking logs.
• Assisted in the development and implementation of standard operating procedures (SOPs) for various tasks.
• Monitored inventory levels and ordered new supplies to prevent shortages.
• Identified internal problems and recommended solutions to upper management.
• Resolved escalated customer complaints in a timely manner by providing solutions that met their needs.
• Set specific goals for projects to measure progress and evaluate end results.
• Supported the onboarding and training of new operations staff.
• Maintained updated knowledge through continuing education and advanced training.

• Developed training programs for new staff members to improve their knowledge of operations processes.
• Reviewed customer feedback surveys for insights into improving service delivery processes.
• Communicated with departmental leaders to identify and solve daily operations issues.
• Managed the daily operations of the organization, including staffing, budgeting, scheduling, and problem resolution.
• Delegated work to staff, setting priorities and goals.
• Identified potential risks associated with daily operations activities and developed strategies to mitigate them.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
• Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
• Coordinated with vendors to ensure timely delivery of products or services.