Summary
Overview
Work History
Education
Skills
Websites
Awards
Languages
Timeline
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MANAL SHARMA

New Delhi

Summary

Successful Operations professional with a proven track record of increasing productivity and profitability.

Outstanding communicator and people's manager with the ability to collaborate end to end with cross functional teams. and driving results.

Excellent in problem solving, critical thinking, decision making, analyzation and leadership through process improvement. Specialize in strategic planning, team leadership, and performance optimization.

Overview

10
10
years of professional experience

Work History

Cluster Head - City Logistics

Flipkart Internet
12.2021 - Current
  • Successfully leading end to end Supply Chain & Logistics operations for Central & West Delhi and Gurugram Region
  • Responsible for handling four key areas, i.e., people, business, process, and compliance for first and last mile operations for Flipkart MP business.
  • Developing and leading a team of approximately 100 professionals, including managers, team leads, and executives.
  • Accountable for meeting and exceeding operational goals, performance metrics, and achieving Operational Excellence.
  • Data analysis and identifying areas of gaps and opportunities, and working hand in hand with cross-functional support functions.
  • Cross functional coordination with Business Finance, HR, Line Haul, Legal & Vendor Team.
  • Leading Seller Experience for the DNCR region.
  • Have Achieved best ever Seller NPS 70%. Detraction reduced from 9.02% to 5.2%.
  • The seller claim rate was reduced by 45% from 6.45 to 3.55 through Open Box Delivery at the seller.
  • Leading Cost and Loss Charter for DNCR.
  • Achieved a massive cost reduction of 70 Cr annually. CPS was reduced by 28% from 4 Rs to 2.7 Rs.
  • Man & Van IPP improved by 25% and 15% by implementing the right model mix, which led to savings of 20 Cr.
  • Annualized fixed cost savings of 2.5 Cr through the consolidation of nodes from 76 to 36 by improving SPI by 2x.
  • Successful operations professional with a proven track record of increasing productivity and profitability.
  • Outstanding communicator and people's manager with the ability to collaborate end-to-end with cross-functional teams, and drive results.
  • Excellent in problem solving, critical thinking, decision making, data analysis, and leadership through process improvement.

Area Manager - FC Operations

Amazon Seller Services India
10.2020 - 12.2021
  • Lead and supervise a team of Operations Leads and 100 to 300 hourly associates in Outbound Operations within the Fulfillment Center.
  • Handling end-to-end outbound operations with a daily shift load of 100,000 shipments.
  • Responsible for the overall safety, quality, performance, and customer experience of the shift.
  • Carry out supervisory responsibilities in accordance with the organization's policies and procedures.
  • Strategic planning and forecasting, appraising performance, RnR for employees, resolving problems, and addressing staffing needs.
  • Manage and balance labor planning with over 100 headcount to avoid any misses in the ship-out process.
  • Management and ownership for complete 4M and 5S for the shop floor.
  • Ensuring adherence to SLAs for keeping up with the Customer Experience.
  • First Mile and Last Mile Operations.
  • Supply Chain & Logistics Management
  • Customer and Seller Experience
  • People & Team Management
  • Process & Ops Excellence
  • Operations Management
  • Customer Fulfillment
  • Customer & Client Experience

Team Manager - CS Operations

Amazon Development Centre India
07.2019 - 10.2020
  • Supervising day-to-day operations in the customer service department
  • Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
  • Creating effective customer service procedures, policies, and standards.
  • Led and Developed a team of 25+ associates, responsible for the end to end people management, coordination and evaluation of the team's KPI.
  • Focus on management of defined SLA, quality and overall customer experience.
  • Identified customer impacting issues & Implementing solutions and process improvements to increase customer satisfaction rate.
  • Successfully improvised the CSAT rate by 9% for IN marketplace.
  • Was successful in managing the team for 3 quarters with 0% attrition rate.
  • Providing coaching and feedback to the team and ensuring their performance is in the upwards trend.

Management Trainee

ITC Limited
04.2018 - 06.2018
  • Trade Marketing & Modern Trade Sales & Operations
  • Retails Operation
  • Successfully raised revenue by Rs 5.4L in 5 days durations of live project.
  • Customer Experience & Market Study for competitive analysis.

Infrastructure Engineer - Service Operations

Lumata Digital India Pvt Ltd
01.2015 - 01.2017
  • Network and Server Maintenance
  • Data base management and handling the data for various Client such Uninor, Vodafone, Idea, Tata Teleservices
  • Client Site Application Management

Education

MBA - Marketing & Operations

Apeejay School of Management
New Delhi, India
01.2019

B.Tech - Electronics And Communication

Manav Rachna International University
01.2015

Skills

  • Process & Operations Excellence
  • First and Last Mile Operations
  • Team and people management
  • Supply Chain & Logistics Managementagement
  • Cost Management
  • Communication Skills
  • Operations Management
  • Customer Service & Experience
  • Strategic planning
  • Vendor and Seller Experience
  • Data Analysis
  • Shipment Fulfillment

Awards

  • Outstanding Leader Award, Amazon India, 12/01/19 - 02/29/20
  • Dynamic Leader of the Year, Apeejay School of Management, 2018-2019
  • Best Area Manager - City Logistics, Flipkart, 2024-2025

Languages

  • English
  • Hindi

Timeline

Cluster Head - City Logistics

Flipkart Internet
12.2021 - Current

Area Manager - FC Operations

Amazon Seller Services India
10.2020 - 12.2021

Team Manager - CS Operations

Amazon Development Centre India
07.2019 - 10.2020

Management Trainee

ITC Limited
04.2018 - 06.2018

Infrastructure Engineer - Service Operations

Lumata Digital India Pvt Ltd
01.2015 - 01.2017

MBA - Marketing & Operations

Apeejay School of Management

B.Tech - Electronics And Communication

Manav Rachna International University

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