Faisal Ahamed A

Operations FM And LM:

• Orchestrated full-scale last mile operations across South India, founding and scaling operations from inception to achieving 50,000 deliveries per day.
• Managed seamless execution of last mile and First Mile operations across South India, handling up to 50,000 daily volumes.
• Led regional performance metrics including Customer Promise Date (CPD), Delivery Conversion Rates (DCRs), and On-time Delivery, achieving exceptional results across all KPIs.
• Oversaw a diverse team of 1000+ members, optimizing manpower and ensuring top-tier customer experience throughout the delivery process.
• Orchestrated strategic initiatives to enhance Same Day Delivery metrics, improving efficiency by 8%.
• Implemented cost-effective logistics strategies, reducing shipping costs by 7% while maintaining operational excellence.
• Spearheaded setup and optimization of 6 new delivery hubs, collaborating cross-functionally and onboarded 3PL vendors and freelancers for hiring.
• Developed manpower planning strategies, optimizing workforce utilization and reducing overtime expenses by 15%.
• Collaborated closely with First-Mile and Middle-Mile teams to optimize package routing and mitigate delivery delays.
• Guided cross-functional collaboration with Product and Tech teams, reducing delivery time and return rates, enhancing customer satisfaction.
• Identified and streamlined inefficient processes, resulting in a 12% reduction in operational costs and boosting team productivity.

Business Development And Client Engagement:

• Improved invoicing and accounts receivables processes, achieving a 98% on-time invoicing rate and reducing outstanding invoices by 20%.
• Enhanced customer satisfaction and complaint resolution, increasing satisfaction scores by 15% and resolving complaints 30% faster.
• Conducted competitive intelligence and feasibility checks, leading to new product launches and ventures, contributing to a 15% annual revenue growth

Projects , Growth And Expansion:

• Successfully acquired and set up rental properties with essential facilities, including power and ample parking, enhancing operational efficiency and readiness.
• Improved team morale and collaboration by conducting comprehensive visits to existing hubs, building relationships with riders and management, and providing regular refreshments.
• Efficiently onboarded wish masters and the Hub Management Team (HMT), collected resignation letters, and conducted a minimum of 15 days of training, ensuring a well-prepared workforce.
• Coordinated the transfer of IT assets, configuration of critical systems (VPN, ERP, LDAP, ACCOPS), and deployment of vehicles with installed EV chargers, leading to secure and sustainable operations.
• Established daily routines and protocols, managed load and shipment processes efficiently, and ensured compliance with Standard Operating Procedures (SOP) and company culture, resulting in smooth hub openings and high operational standards.

MIS And Data Science

• Developed the "Data Verse" Centralized data repository for improved accessibility and management.
• Implemented salary automation,reducing payroll processing time by 50%."
• Implemented real-time revenue dashboard, location mapping, and CTR analysis for improved decision-making and management visibility.
• Integrated fleet data with operational systems, establishing clear KRAs and organizational structure to boost performance and accountability.

Central Tower:

• Managed salary deduction processes and ensured accurate employee payroll by overseeing deduction management systems.
• Implemented and maintained robust employee attendance tracking systems, integrating attendance data into payroll calculations to ensure precision and compliance.
• Orchestrated rider salary workings, ensuring timely and accurate processing of payments to riders.
• Coordinated electric vehicle (EV) deployment and return processes, optimizing resource allocation and operational efficiency.
• Led rider onboarding procedures, ensuring seamless integration of new riders into the operational framework.

• Achieved a 5x increase in rider team size, scaling from 100 to 500 riders.
• Spearheaded effective EV deployment strategies, optimizing delivery fleet efficiency.
• Implemented robust processes for recovering COD short amounts and lost shipments, significantly reducing financial losses.
• Successfully managed EV recovery processes from absconding riders, ensuring minimal impact on operations.
• Led comprehensive rider hiring initiatives, enhancing team capacity and operational readiness.

• Achieved 95% attendance compliance through rigorous tracking and proactive management of absenteeism, ensuring seamless operational continuity.
• Enhanced daily MIS accuracy by 15% by implementing robust verification processes against ERP data, improving decision-making capabilities.
• Optimized vehicle utilization to meet 95% target, reducing idle assets by 20% through strategic planning and effective resource allocation.
• Resolved critical operational issues, such as manpower shortages and missing shipments, within 24 hours on average, maintaining high customer satisfaction.
• Led and facilitated productive Hub Visits, resulting in actionable insights and improved team performance, as evidenced by a 10% increase in operational efficiency.
• Implemented performance improvement initiatives, resulting in a 25% reduction in underperforming employees through structured performance management and mentoring.
• Streamlined invoice processing, achieving a 30% reduction in payment cycle times and ensuring timely vendor payments, enhancing operational reliability.
• Conducted effective team meetings, leading to a 15% increase in team productivity and alignment with company goals through clear communication and goal setting.
• Exceeded revenue targets by 20% through proactive management of client relationships and strategic deployment of resources, contributing to overall business growth.

• Team Management and Leadership: Led and motivated a team of promoters, providing clear direction, setting performance goals, and fostering a collaborative environment to achieve sales targets. Conducted regular performance reviews and offered constructive feedback to enhance team effectiveness.
• Outdoor Branding and POSM Oversight: Initiated daily visits by assessing and ensuring the visibility and effectiveness of outdoor branding and point-of-sale materials (POSM) at retail outlets.
• Retailer Engagement: Fostered relationships with retailers by addressing their concerns, discussing operational challenges, and proposing actionable strategies to boost sales.
• Sales Zone Inspection: Conducted thorough inspections of the sales zone, ensuring compliance with Store Image Standards (SIS), evaluating Visual Merchandising (VM) displays, and verifying the professional appearance and conduct of promoters.
• Promoter Training and Evaluation: Performed knowledge tests with promoters to gauge their product expertise, delivering training and support to enhance their performance as needed.
• Retailer and Brand Alignment: Coordinated with promoters to ensure that retailers actively support and promote the Vivo brand, resolving any issues affecting brand representation.

• Conduct consumer facing activities - demonstrate key features, assist customers with setup of devices and trouble shoot issues
• Conduct product training and knowledge transfer for sales reps to facilitate customer engagement and sales
• Manage performance against established sales goals
• Build brand presence through interaction with retailer through merchandising, display maintenance and some POP and plan-o-gram compliance
• Maintain knowledge of all client products in order to be a subject matter expert onsite
• Make a significant impact on sales and improve the customers' buying experience
• Demonstrate effective decision-making skills and the ability to reason and take action in resolving problems while exhibiting professional sound judgment
• Complete call reports, paperwork, and on-going personal training in a timely manner, meeting all deadlines

• Delivered exceptional customer service and resolved complaints, ensuring high satisfaction.
• Promoted and sold products, consistently exceeding sales targets.
• Managed customer accounts, billing, and account issues effectively.
• Built strong customer relationships, increasing loyalty and repeat business.
• Led regional performance improvements, focusing on key metrics and achieving significant efficiencies.
• Managed inventory levels and coordinated stock replenishment, reducing discrepancies.
• Implemented salary automation, reducing payroll processing time by 50%.
• Collaborated with cross-functional teams to optimize operations and enhance customer satisfaction.