Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Affiliations
Timeline
Generic

Mazharkhan Pathan

Vadodara

Summary

Dynamic operations leader with extensive experience at Blinkit, excelling in last-mile delivery management and team leadership. Proven track record in optimizing logistics operations, achieving SLA adherence, and enhancing customer service. Skilled in data analysis and cross-functional collaboration, driving significant improvements in performance metrics across multiple cities.

Overview

11
11
years of professional experience

Work History

Cluster manager - LM Operations

Blinkit
Vadodara
02.2025 - Current
  • Leading end-to-end last-mile delivery operations for a cluster covering 11 cities, including Vadodara and other satellite cities of Gujarat.
  • Managing a team of 10,000+ delivery associates, Fleet Coaches, and Store Managers to ensure timely and efficient order fulfillment.
  • Oversee daily operations, including hub management, dispatch planning, order prioritization, and exception handling, ensuring seamless coordination between dark stores and delivery teams.
  • Monitoring daily logistics KPIs, including cost per shipment, direct handover of the orders, order SLA, active rider fleet, and delivery density, driving continuous improvement initiatives across the cluster.
  • Providing daily reports and visibility of the metrics to the team at the store level, and planning daily discussions with the store team and last-mile team to improve and achieve the metrics targets.
  • Coordinating with cross-functional teams (dark stores, customer support, product, and tech) to address operational bottlenecks and enhance the overall last-mile delivery experience.
  • Utilizing Excel, G-Sheet, and dashboard tools to monitor key KPIs such as cost per delivery, delivery success rate, direct handover, and hub-wise productivity across the cluster.
  • Designed and maintained automated reporting dashboards for real-time visibility into hub operations, delivery exceptions, and fleet utilization.
  • Creating weekly and monthly performance reports for regional leadership, highlighting key trends, anomalies, and recommendations for operational improvement.
  • Managing cluster-level last-mile delivery operations across 11 cities, ensuring daily fulfillment of 35,000+ orders while maintaining SLA adherence, and optimizing fleet utilization.
  • Ensure the availability of the riders as per the given projection to meet the business standards and the customer SLA.
  • Lead the team for hiring and training riders as per the projections and within TAT.
  • Analyze and improve rider performance metrics at the store and cluster level.
  • Planning rider payout offers and incentives for the riders according to the given budget from the central team.
  • Launching new stores across the cities as part of the expansion, I have launched 13 stores across the cities to date.
  • Plan and act proactively to meet the peak demands, avoid last-minute shortages of the fleet, and prevent last-minute escalations.

Senior Lead - HL Operations

Shadowfax Technologies Pvt Ltd.
Gujarat
04.2022 - 05.2023
  • Handling Delivery Operations of Whole Gujarat Cluster.
  • Drive logins from the existing fleet to plan for demand spikes within the week.
  • Analyze and improve driver performance metrics.
  • Managing Operations of multiple Clients Such as Zomato, Swiggy, Flipkart Grocery, Tata Chroma & McDonald's etc.
  • Handling a team of 15 TLs & more than 1000 Riders across the state.
  • Ensure excellent customer experience by solving order level escalations by coordinating with Order management team.
  • Lead team for hiring and training of rider as per the projections and within TAT.
  • Analyze and improve rider performance metrics at store & Cluster level.
  • Drive service quality parameters for better customer experience.

Fleet manager - Operations

Swiggy
Vadodara
08.2018 - 05.2022
  • Handling a fleet of more than one thousand DEs.
  • Drive logins from the existing fleet to plan for demand spikes within the week.
  • Minimize delivery times through improving last mile times, coordination with business teams on restaurant preparation times, assignment logic parameters and minimized DE reassignments.
  • Analyze and improve driver performance metrics.
  • Monitor key quality metrics at driver level and ensure they are under tolerance level.
  • Ensure excellent customer experience by solving order level escalations by co-ordinating with order management team.
  • Train DEs about the process of the company at the timing of their joining.
  • Resolve payout issues of the delivery executives.
  • Support Pickup & Delivery Partners during emergencies and exigencies.
  • Helping & guiding DEs to achieve high Customer Rating & Maximum earnings.

Assistant manager - Operations

Grab a grub services Pvt Ltd
Gujarat
08.2020 - 04.2022
  • Company Overview: (Jiomart)
  • Handling Vadodara & Saurashtra Cluster of Gujarat with 11 Cities.
  • Managing multiple verticals of jiomart and other clients Such as B2C, Reliance Trends, Reliance digital & McDonald's.
  • Handling a team of 35 TLs & more than 500 Riders and Vans.
  • Prepare rider-hiring targets for the city basis on demand growth plan.
  • Activate and monitor various driver-sourcing channels.
  • Lead team for hiring and training of rider as per the projections and within TAT.
  • Monitor key quality metrics at driver level and ensure they are under tolerance level.
  • Analyze and improve rider performance metrics at store level.
  • Drive service quality parameters for better customer experience.
  • (Jiomart)

Area Manager - Operations

Grab a grub services pvt ltd.
Vadodara
09.2015 - 07.2018
  • Prepare driver-hiring targets for the city basis demand growth plan.
  • Activate and monitor various driver-sourcing channels.
  • Handling a team of Team leaders and give them daily tasks.
  • Lead team for hiring and training of drivers as per the projections and within TAT.
  • Lead team for resolution of driver issues within specified time.
  • Build efficiency in support processes for improving driver experience.
  • Design and send out driver communication on daily basis.
  • Analyze and improve driver performance metrics.
  • Monitor key quality metrics at driver level and ensure they are under tolerance level.
  • Drive service quality parameters for better customer and merchant experience.

Supervisor - Logistics

Bluedart Courier
Vadodara
09.2014 - 09.2015
  • Handling a team of delivery executives.
  • Receive load of shipments from warehouse of the city.
  • Provide shipments to the delivery executives as per their routes.
  • Take active follow up with delivery executives to minimize delivery timings.
  • Collection of cash and undelivered shipments from the DEs to generate EOD report.

Education

Bachelor Of Business Administration -

Babasaheb Ambedkar Open University
Gujarat
02.2022

H.S.C -

Gujarat Secondary and Higher Secondary Education Board
03.2012

Skills

  • Last-Mile Delivery Management
  • Cluster/Hub Operations
  • Route Planning & Optimization
  • Fleet & Manpower Management
  • Vendor/3PL Coordination
  • Service Level Agreement (SLA) Management
  • Team Leadership & Staff Training
  • Shift Planning & Workforce Allocation
  • Logistics operations
  • Performance reporting
  • Data analysis
  • Customer service
  • Cross-functional collaboration
  • Multitasking capacity

Languages

  • Hindi
  • English
  • Gujarati

Personal Information

  • Current CTC: 8.2 LPA
  • Date of Birth: 03/14/95
  • Nationality: Indian
  • Marital Status: Married

Affiliations

  • Travelling
  • Singing
  • Fitness
  • Swimming
  • Exploring different food

Timeline

Cluster manager - LM Operations

Blinkit
02.2025 - Current

Senior Lead - HL Operations

Shadowfax Technologies Pvt Ltd.
04.2022 - 05.2023

Assistant manager - Operations

Grab a grub services Pvt Ltd
08.2020 - 04.2022

Fleet manager - Operations

Swiggy
08.2018 - 05.2022

Area Manager - Operations

Grab a grub services pvt ltd.
09.2015 - 07.2018

Supervisor - Logistics

Bluedart Courier
09.2014 - 09.2015

Bachelor Of Business Administration -

Babasaheb Ambedkar Open University

H.S.C -

Gujarat Secondary and Higher Secondary Education Board

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Mazharkhan Pathan