APURBA KUMAR CHATTERJEE
LAST MILE OPERATION IN E-COMMERCE / SUPPLY CHAIN
KOLKATA,WEST BENGAL
Summary
13+ years of experience in Last Mile operations in the logistics sector. Manages large teams systematically to ensure shipments are delivered within the shortest possible timeframe while optimizing costs. Recognized several times for strategic problem-solving and data-led execution while working for one of India's top e-commerce brands. I worked on Loss-reduction, Vendor coordination, process training, and business expansion through speeding up delivery in multi-run load execution.
Overview
3
3
Languages
18
18
years of professional experience
Work History
Area Manager
02.2023 - Current
- Currently handling a team of 600 manpower and taking care of 21K shipments per day in normal condition.
- Taking care of CPS (Cost per shipment) and cost optimization.
- Taking care of all operational matrices (CPD Breach, Reverse breach, escalation, conversion, Fake attempt %)
- Working on different projects to reduce all kinds of losses.
- Taking care of employee engagement activities and uplifting ESAT score.
- Educate my team to improve NPS score.
- Periodically sit with all my team members to discuss the performance and expectations from each employee.
- Conduct several CDP (Career Development Program) to motivate team members.
- I am working in Loss project from Kolkata & South-Bengal span and showing the goodness on the same.
- Vendor and Partner governance & Last Mile delivery optimization.
- Working as an Area Manager (From 01/02/2023 till date).
Hub In-charge
BarasatHub KOL (www.flipkart.com)
08.2014 - 01.2023
- Handled a team of more than 80 manpower.
- Worked on CPS.
- Worked on Kirana project.
- Working on LCM Kirana (low-cost model) and we have already scaled up LCM to reduce the CPD.
- Excellent score in Hub audit and prepare my team to execute daily operation with nominal error. Achieved 100% score in Pan East on material handling.
- Working on scale up seller in my hub span.
- High employee satisfaction Score.
- E-commerce
- Worked as a Hub In-charge in BarasatHub KOL (www.flipkart.com – E-commerce) for 7 years (From 21/08/2014 till 31/01/2023).
Customer Care Executive
GKB Optical (www.gkboptical.com)
08.2012 - 08.2014
- Assisting customers through call, chat & e-mail.
- We deal with optical products only (Spectacle, contact lens and sunglasses). Helping customers to select the most suitable optical product as per their requirements.
- Assisting optical patients to select the suitable lens as per their prescription.
- Assisting customers to place the order.
- Keeping the update regarding delivery status.
- Coordinating with our stores & logistic department regarding product exchange.
- Communicating with accounts department regarding payment status of orders
- Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments
- Responded promptly and answered/resolved customer inquiries and complaints.
- E-commerce
- Worked as a CUSTOMER CARE EXECUTIVE in GKB Optical (www.gkboptical.com – E-commerce) for 24 months (08/08/2012 to 20/08/2014).
Customer Care Executive
FIRSTSOURCE
11.2008 - 08.2012
- We updated ourselves through Vodafone briefing.
- Attained the call of subscribers of Vodafone.
- Provided the information and resolution of their query.
- Understood their requirements.
- Suggested suitable offers and promos.
- Took complaints from customers.
- Escalated the same to the department concerned.
- Suggested the best fit postpaid plans.
- Activated the same if customer interested.
- Helped customer to understand postpaid bills.
- Informed our customer regarding the Value-Added Services.
- Discussed with our client regarding the requirements of customers.
- Worked as a CUSTOMER CARE EXECUTIVE in FIRSTSOURCE (From - 05/11/2008 To - 07/08/2012)
Education
BBA - Advertising Sales Promotion & Sales Management (A.S.P.V)
Acharya Prafulla Chandra College Under Calcutta University
Madhyamgram 04.2001 -
Higher Secondary (WBCHSE) - undefined
Sodepur Chandrachur Vidyapeeth
Sodepur01-2001
No Degree - Madhyamik
Swami Vivekananda Seva Samity Vidyalaya
Sodepur 04.2001 -
Skills
Advance Excel
Google Workspace
ERP platform
Timeline
Area Manager
02.2023 - Current
Hub In-charge
BarasatHub KOL (www.flipkart.com)
08.2014 - 01.2023
Customer Care Executive
GKB Optical (www.gkboptical.com)
08.2012 - 08.2014
Customer Care Executive
FIRSTSOURCE
11.2008 - 08.2012
BBA - Advertising Sales Promotion & Sales Management (A.S.P.V)
Acharya Prafulla Chandra College Under Calcutta University
04.2001 -
No Degree - Madhyamik
Swami Vivekananda Seva Samity Vidyalaya
04.2001 -
Higher Secondary (WBCHSE) - undefined
Sodepur Chandrachur Vidyapeeth