Gourav Kumar
Patna,BR
Summary
To obtain a position where I can utilize my strong organisational skills, educational background, and ability to work effectively with people. With over 19 years of experience in India's leading logistics (Flipkart Internet Pvt Ltd.), Telecom Industry (Reliance Communication, Aditya Birla, Idea Cellular Ltd.), and BPO (IBM Daksh Pvt Ltd.) Me, brought up in a healthy and disciplined environment, I would count being morally and intellectually honest as one of my greatest strengths. I can relate well to people, possessing leadership qualities and can be a team player. Currently working with Flipkart (Ekart Logistics), contributing to operational efficiency and service excellence.
Overview
21
21
years of professional experience
Work History
Area Manager
Flipkart (Ekart Logistics)
10.2023 - Current
- Accountable for all Hub Operations under the span of control and seek intervention from superior as appropriate.
- Achieving Cost per Shipment. Maintain the cost of operations as per budget.
- Achieve Zero lost shipment, shrinkage within hub and enroute.
- Proper planning and coordination with the support team for recovery if any.
- Achieve productivity of Van/Bike as per budget.
- 100% Compliance of KPI. Continuous Process Improvement and Adherence of Quality Standards at all times.
- Ensuring Customers are delighted at all times.
- Ensuring stock accuracy is maintained at all Hub assigned to him.
- Promptly and effectively manage customer escalations.
- Ensuring employee engagement initiatives are implemented.
- Ensuring Area Deliverable are met duly reported.
- Filling Gaps in employee headcount within turnaround time
- Hub performance Reporting
- Ensure Profitable operations.
- Team Management, Training and Development of Hub teams.
- Achieving Maximum Productivity of manpower.
HUB INCHARGE
Flipkart (Ekart Logistics)
06.2017 - 10.2023
- Ensure Hub opening & closing is done as per operational standards and requirements.
- Supervise the Sorters who receive the shipments.
- Planning as per available resources and allocating shipment for bike and van deliveries.
- Ensure all team members are trained and are aware of operational standards.
- Sorting shipment as per defined routes.
- Create the Runsheet / Pickup sheet and assign daily work to WMs.
- Prepare Reports; Check and revert on mails.
- Prepare and share Day End reports.
- Participate in delivering the shipment/pickup as per operational requirement to the customer when required.
- Take ownership of the team assigned to him in terms of motivation, control attrition, handle grievance, grooming, zero customer escalations, training, coaching.
- Adhering & supporting the organization into seamless adoption of new policies & processes.
- Track undelivered shipment in ERP and call customers to identify reasons for non-delivery.
- Track wish masters performance on a real time basis to ensure all deliveries are completed as per plan.
- Provide support to the Wish Masters enroute and take necessary actions.
- Ensure unexplained Zero stock variance at the hubs on a daily basis.
- Achievement of Key Performance Indicators of TL as per company goal.
Store Manager
Idea Cellular Ltd.(Aditya Birla)
08.2016 - 06.2017
- Responsible for drive Customer Service function and achieve the target in order to improve the overall customer experience through Idea points adherence of process.
- Driving Idea stores to achieve all rollout plan, maintain service quality, and improve Profitability as per norms defined.
- Taking care of Various Distributor point operation, so that channel partner able to earned revenue through sales, service camps, Various transactions & Upselling, Improvement of walk-ins.
- For awareness about Idea Offering and services, organized service camps at Rural Market.
- Training and educating to channel partner and service centres regarding CAF Compliances and Rejection parameter as per training schedules.
Reliance Communication(RCOMM)
02.2008 - 07.2016
- Handling 21 Reliance stores in patna.
- Looking after from audit of product and processes related to customer service.
- Checking of Store Hygiene as per company standards.
- Checking Knowledge, Skill, and Attitude of CRE on customer service parameter.
- Immediate correction of NCs observed during visit.
- Preparing reports and sending to concerned stake holders for Improvements.
- Taking care of escalations related to customer issues from all 15 stores.
- Coordination with concerned stake holders for resolution of issues within SLA.
- Responsible for retention of all postpaid customers voluntarily expressing their desire to surrender their connection.
- Responsible for retention of all customers wanting to move to prepaid by retaining them on postpaid.
- Responsible for retaining all customer wanting to move to other operator through MNP
- Responsible for contacting 100% customers with voluntary request through outcall and visit as per defined norms & SLA.
- Root cause analysis of all customers wanting to churn with specific inputs on customers who could not retained, reasons and corrective action proposed.
- Regular scenario based and mock Interaction session with front desk executives on how to retain customers.
- Preparing voluntary retention strategy across Cluster/Rms.
- Regular personal visit on HNI customers, aware them with new promotions, solve their problems on priority basis.
IBM Daksh
06.2005 - 02.2008
- Working for one of the top US Insurance Co.
- Improving team quality as well as productivity manifolds.
- Responsible for difficult claims.
- Updating team about changes in workflow & communications.
- Interacting with Client regarding updates and quality related matters.
Education
MBA - Marketing
Sikkim Manipal University
01-2011
Master of Computer Application -
SMU
01-2006
Bsc - Information Technology
SMU
01-2004
Skills
End-to-end warehouse & last-mile operations management
Inventory control, cycle count, bin audit & shrinkage reduction
Team leadership (manpower planning, shift management, productivity)
Process improvement & SOP compliance
Vendor & 3PL coordination Cost control & operational efficiency
Risk management & issue escalation
Customer SLA & TAT management
Training, audits & safety compliance
Ability to learn new technologies and concept quickly
Ability to work under pressure of deadlines
Can work beyond time limits
Accomplishments
- Best Performing Span 2019
- CSAT ,Fake and Conversion Improvement Project At Kankarbagh Hub
- Conversion Improvement Project At Lalganj and VaishaliHub
Personal Information
- Date Of Birth: 27/02/1985
- Fathers Name: Satyendra kumar singh
- Sex: Male
- Nationality : Indian
- Religion: Hinduism.
- Marital Status: Married
Hobbies
- Cricket
- Reading Books while travelling
- Never skip daily Newspaper
Timeline
Area Manager
Flipkart (Ekart Logistics)
10.2023 - Current
HUB INCHARGE
Flipkart (Ekart Logistics)
06.2017 - 10.2023
Store Manager
Idea Cellular Ltd.(Aditya Birla)
08.2016 - 06.2017
Reliance Communication(RCOMM)
02.2008 - 07.2016
IBM Daksh
06.2005 - 02.2008
MBA - Marketing
Sikkim Manipal University
Master of Computer Application -
SMU
Bsc - Information Technology
SMU