DIKSHA SINGH

In my role as a Control Tower Manager at Flipkart Operations, I was responsible for overseeing end-to-end last-mile operations performance, ensuring timely deliveries and enhancing customer experiences. I played a key role in driving operational excellence, managing a team of 17 members and monitoring 8 critical performance metrics.

Key Achievements and Responsibilities:

• Managed and optimized last-mile operations performance, ensuring high delivery accuracy and timely order fulfillment, while consistently improving customer satisfaction.
• Led a high-performing team of 17 members, fostering a culture of accountability, collaboration, and continuous improvement.
• Monitored and managed 8 key metrics related to delivery performance, efficiency, and customer experience, ensuring targets were met consistently.
• Recognized as the Best Zonal Resource during the annual awards for consistently delivering exceptional results before and throughout the Big Billion Day (BBD) period.
• Created and maintained multiple data visibility reports and dashboards using advanced Excel and Power BI, providing real-time insights and performance analytics to support decision-making for the ground team and leadership.

My ability to manage complex operations and my focus on data-driven decision-making led to significant improvements in the efficiency and effectiveness of the last-mile operations team.

• Managed pan-India operations performance for an Amazon delivery with 49 hubs, ensuring operational efficiency across multiple regions.
• Led hiring initiatives to build a strong workforce, optimising labor allocation for peak performance.
• Focused on minimising losses and improving delivery accuracy, consistently achieving operational targets.
• Collaborated on business development strategies to enhance vendor relationships, and drive growth opportunities.

• Spearheaded the launch of a 1.25 Lakh sqft Middle Mile Sort Centre in Surat, optimizing operational layout and flow in 2023.
• Awarded the SHIKHAR Award for 7 consecutive months for excellence in achieving goals and controlling Network Loss-Ageing (NL) at Surat site, maintaining metrics at 31% of guardrail.
• Led, coached, and developed a high-performing team of 450+ associates, overseeing daily operations and promoting employee engagement through initiatives like 'Weekly Wednesday Fun.'
• Partnered with leadership to establish quality control standards, performance goals, and safety programs, enhancing operational efficiency and team morale.
• Contributed to 'Continuous Improvement' initiatives to eliminate non-value-adding activities and streamline processes.
• Drove cross-functional projects, including 'Ship With Amazon' (SWA) to strengthen seller collection and 'Total Cost of Ownership' for transportation carrier partners.
• Expert in scheduling, committed to delivering exceptional service while driving operational excellence and cost optimization.activity to engage team, motivate and boost morale
• Partnering with management team to establish and maintain quality control standards
• Develop performance goals for team keeping customer experience and quality as deliverables
• Support safety programs at site in creating safe working environment for team
• Working on 'Continuous Improvement' program to eliminate non-value adding activities from operations to lean processes
• Worked on Cross- Functional project of 'Ship With Amazon' (SWA) in strengthening collection mechanism from sellers
• Working on a cross-functional project of 'Total Cost of Ownership' for carrier partners in transportation.
• An expert in detail-oriented scheduling.
• I'm committed to delivering outstanding service to clients and customers while achieving optimal results for the organization.

• Leading team in Last Mile Operations
• Successfully launched Last Mile Delivery Station in Ahmedabad with 10k sqft operation area in 2021
• Co-ordinated with concerning stakeholders HR, Safety, SLP, Finance, Design, Project, Compliance, Engineering & IT for better co-ordination and successful launch of new delivery station
• Performed operational responsibilities in three of the Delivery Stations in Ahmedabad.
• Won an EKAM award for team engagement during Amazon ART (Sale) in the network for the years 2019 and 2020.
• Worked closely with available delivery channels in optimizing cost of delivery
• Improved 'Cost Per Shipment' from Rs.
• 25 to Rs to 18.7 in year 2020-21 by utilising right channel mix
• Performed duties in planning, preparing, and operating delivery routes for OOR delivery associates, ensuring high performance and a successful customer experience.
• Worked on an advanced routing system for bringing accuracy in route planning, and high productivity per associate.
• Active participation in partner management at the delivery station for performance management.