Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages
References
Timeline
Generic
MERVIN P GEORGE

MERVIN P GEORGE

Ponda

Summary

Dynamic and results-driven Operations and Business Development professional with over 15 years of diverse experience across logistics, e-commerce, cold chain, and warehouse management. Currently serving as Area Manager at Blue Dart Express Ltd., overseeing operations and business development across Goa and Maharashtra for the past 2.9 years. Proven expertise in streamlining processes, driving operational efficiency, and enhancing customer satisfaction.

Previously worked as City Operations Manager at Captain Fresh, where I successfully launched and optimized cold storage and supply chain operations in Goa. Responsibilities included end-to-end operations management, manpower planning and hiring, vendor onboarding, and process stabilization.

Over 7.8 years of e-commerce logistics experience with Flipkart and Amazon, managing first mile and last mile operations, transportation, process excellence, project management, and customer delivery innovation. Successfully led major initiatives including the launch of Amazon’s IHS program and Flipkart’s Kirana delivery model in Goa. Recognized as a certified Hiring Manager and Trainer for Amazon Last Mile Operations, with hands-on experience in root cause analysis, process design, and data-driven decision-making.

Additionally, spent 2.8 years with SESA Goa (Vedanta Resources Ltd.) managing warehouse and stores operations. Achieved zero spare part losses and significantly reduced lubricant wastage. Well-versed in inventory control, procurement, quality inspections, and cost-saving initiatives through process improvements. Collaborated cross-functionally with dispatch, HR, and mining departments, gaining well-rounded operational insight.

Proficient in Microsoft Office, SAP, ERP systems, and supply chain analytics, with strong communication and decision-making skills.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Business Development Manager

BlueDart DHL
Goa
05.2022 - 02.2025
  • Spearhead operations and business development for Blue Dart Express Ltd. Across Goa and ROMH regions, ensuring strategic growth and service excellence.
  • Recruit, train, and mentor field staff, fostering a high-performance culture across delivery and support teams.
  • Oversee end-to-end last-mile delivery operations, driving timely, accurate, and cost-effective shipment fulfilment.
  • Lead a cross-functional team comprising delivery executives, supervisors, and support personnel to consistently meet or exceed daily delivery and pickup targets.
  • Monitor key performance indicators including shipment performance, Non-Delivery Reports (NDR), and Return-to-Origin (RTO) rates, with a strong focus on customer satisfaction.
  • Collaborate with line-haul, hubs, and central operations teams to streamline logistics flow and minimize turnaround time (TAT).
  • Ensure strict adherence to Blue Dart SOPs, safety protocols, and regulatory compliance across all field operations.
  • Optimize workforce deployment and route planning to enhance delivery efficiency and reduce cost per shipment.
  • Handle escalated customer issues related to last-mile delivery, ensuring prompt resolution and implementing preventive measures.
  • Maintain and analyse MIS reports and performance dashboards; lead data-driven reviews with senior leadership.
  • Conduct regular training programs and performance evaluations to uphold service quality and operational consistency.
  • Lead field audits and manage timely closure of Corrective and Preventive Actions (CAPA).
  • Drive critical metrics including Delivery Percentage, On-Time Delivery (OTD), Cash Handling Accuracy, and Customer Experience Score (CES).
  • Liaise with key clients and stakeholders to manage high-value and time-sensitive shipments with precision and care.

City Operations Manager

Captain Fresh (Infifresh Foods Pvt Ltd)
Goa
11.2021 - 05.2022
  • Lead end-to-end city operations for fresh produce and seafood distribution, ensuring seamless last-mile delivery, operational efficiency, and compliance with quality and safety standards.
  • Manage full-stack and thin-stack logistics teams, providing mentorship, performance management, and development opportunities.
  • Oversee recruitment, onboarding, training, and continuous coaching of delivery personnel, supervisors, and support staff to achieve operational targets.
  • Conduct regular performance evaluations, field audits, and ensure timely closure of Corrective and Preventive Actions (CAPA).
  • Enforce adherence to standard operating procedures (SOPs), tech-enabled workflows, and regulatory compliance across all operational touchpoints.
  • Track and enhance key KPIs including delivery success rate, on-time delivery (OTD), Non-Delivery Report (NDR), Return to Origin (RTO), cash handling accuracy, and customer satisfaction scores.
  • Anticipate and resolve operational disruptions by collaborating with line-haul teams, regional hubs, central operations, and control tower functions.
  • Manage warehouse and in-transit inventory, ensuring optimal stock freshness, rotation, and minimal wastage.
  • Lead demand forecasting and stock reconciliation efforts to maintain product availability and reduce spoilage.
  • Support ISO-level audits and implement robust quality control measures across the supply chain.
  • Ensure strict hygiene, cold chain integrity, and shelf-life standards in collaboration with quality assurance and food safety teams.
  • Optimize cost-to-serve at the city level through workforce planning, route optimization, and delivery schedule refinement.
  • Drive continuous improvement initiatives to eliminate inefficiencies and reduce logistical costs.
  • Collaborate cross-functionally with procurement, finance, technology, and sales teams to deliver cohesive, end-to-end operational solutions.

Area Manager L8

Flipkart.com
Goa
08.2017 - 11.2021
  • Led a multi-tier operations team of 350+ members to ensure on-time deliveries and a seamless customer experience across all channels.
  • Successfully managed the peak-season load by executing 18,000 and 21,000 shipments on Diwali 2018, showcasing exceptional operational planning and execution.
  • Achieved 83% successful delivery rate across all channels, which significantly improved customer satisfaction and enabled the expansion of delivery windows to complete all commercial deliveries within the same day.
  • Acted as the Single Point of Contact (SPOC) for the West Zone, driving multiple continuous improvement initiatives that led to measurable improvements in CSAT score, Fake Adherence, and Quality Audit outcomes.
  • Managed large, diverse teams across multiple hierarchies, including direct leadership over team leads and managers.
  • Spearheaded the launch of new delivery hubs in Goa in coordination with support teams and stakeholders, integrating new technologies to enhance last-mile delivery operations.
  • Played a key role in career progression by coaching and mentoring seven yellow-badge associates into blue-badge leadership roles (Team Leaders and Managers) through 1:1 sessions and engagement programs.
  • Oversaw key aspects of station operations including people management, vendor management, delivery optimization, and process improvements.
  • Conducted regular training sessions to update and reinforce operational processes for all channel partners and vendors.
  • Built and maintained strong professional relationships with vendors, ensuring smooth collaboration and high service levels.
  • Managed induction programs for newly joined senior leaders, providing operational exposure and mentorship during onboarding.
  • Successfully handled contingencies across multiple locations in Goa, maintaining stability in both people and processes during crises.
  • Designed and implemented manual tracking methods to improve delivery quality, followed by hands-on training for managers, TLs, and supervisors.
  • Conducted performance appraisals and ongoing mentorship for 28 Team Leaders and 5 Hub Managers to strengthen leadership capability and operational excellence.
  • Defined and optimized transportation flow from mother hubs to delivery stations and from stations to customer addresses.
  • Ensured adequate bandwidth and resource planning across citywide delivery teams and sortation stations to manage peak demand efficiently.
  • Continuously analyzed data and delivery metrics to identify performance bottlenecks and implement improvement strategies.
  • Introduced and enforced formal process control frameworks including Kaizen to drive sustained operational performance.
  • Facilitated weekly operations meetings to drive performance KPIs such as Delivery Conversion, CSAT, FAKE, MPOS, and EMD across all regional hubs and channels.
  • Led daily and weekly peak season readiness calls, ensuring infrastructure, training, stress testing, and station layout preparations were fully in place.
  • Acted as a key contributor to consistently exceeding targets across all operational projects through strong communication, planning, and stakeholder alignment.
  • Provided regular updates to senior management on operational status, challenges, and resolutions, along with supporting documentation and resource coordination.

Station Manager L4

Amazon.com
Goa
02.2014 - 08.2017
  • Led early morning delivery operations with a multi-hierarchy team of 140+ personnel, managing over 100 IHS (In-Home Services) stores to ensure a superior customer experience.
  • Successfully executed a peak-day volume of 8,000+ shipments during Diwali 2016, showcasing strong operational control under pressure.
  • Achieved 91% successful delivery rate for standard shipments and 96% for premium shipments across all channels, significantly enhancing customer satisfaction and expanding delivery window coverage.
  • Introduced late-night delivery services to enhance customer delight and differentiate service standards.
  • Spearheaded key operational projects including conveyor belt sorting, IHS store rollouts, and manpower hiring/training initiatives across Goa and other major cities in India.
  • Launched Amazon’s first delivery station in Goa and successfully scaled its operations through structured hiring, onboarding, and daily execution excellence.
  • Promoted talent development by coaching and mentoring yellow-badge associates, enabling the elevation of two employees to blue-badge managerial roles through structured 1:1s and engagement programs.
  • Managed end-to-end people operations, including manpower planning, process optimization, vendor coordination, and daily station performance oversight.
  • Conducted regular process refresher and training sessions for channel partners to ensure alignment with SOPs and operational KPIs.
  • Built and maintained strong, professional relationships with vendors and stakeholders to ensure service reliability and operational continuity.
  • Successfully led induction programs for new employees across Goa, Belgaum, and Kolhapur locations, ensuring seamless onboarding and role readiness.
  • Addressed and resolved manpower challenges, including hiring and retention during peak seasons, ensuring consistent delivery performance.
  • Trained Team Leaders and Supervisors on leadership principles and manpower management best practices to build future operational leaders.
  • Conducted performance appraisals for on-roll employees, providing mentorship to groom them for higher responsibilities and operational excellence.
  • Defined and optimized transportation flow from Fulfillment Centers (FCs) to delivery stations, and from stations to customer addresses, ensuring seamless logistics execution.
  • Ensured sufficient bandwidth in delivery and sortation teams to manage high-volume peak periods effectively.
  • Continuously analyzed data to identify operational bottlenecks and implemented process improvements to enhance delivery throughput and efficiency.
  • Actively contributed to key improvement projects focused on delivery optimization, vendor management, and customer satisfaction.
  • Communicated operational needs and status updates to senior management, including documentation, escalations, and coordination of resource movement.
  • Recognized as a key contributor in consistently exceeding regional performance objectives and service level agreements.
  • Conducted weekly operations meetings to review metrics such as Delivery Conversion, CSAT, FAKE adherence, MPOS, and EMD, with a focus on driving improvement in underperforming hubs or channels.
  • Led daily and weekly peak-readiness calls to ensure infrastructure setup, team training, station layout planning, and stress testing were completed ahead of high-demand periods.

Associate

SESA GOA / Vedanta Resources Pvt Ltd
Goa
06.2011 - 02.2014
  • Managed inventory worth ₹6 Crore across multiple stores, ensuring optimal stock levels and accurate record-keeping.
  • Supervised a team of 2 Shift In-Charges and 17 store personnel to ensure efficient day-to-day operations.
  • Oversaw end-to-end inventory management processes, including creation of Purchase Orders and Goods Receipt Notes (GRN) in SAP.
  • Handled and accounted for the receipt and issuance of High-Speed Diesel (HSD) and lubricants.
  • Coordinated receiving, quality inspection, and issuance of inbound materials to user departments; managed scrap receipt and disposal processes.
  • Ensured safe storage practices and conducted regular stock audits and inventory reconciliation.
  • Prepared and analyzed MIS reports to support data-driven decision-making.
  • Managed dispatch operations at the Pig Iron Division, ensuring timely and accurate deliveries.

Education

Bachelor of Commerce - Financial Accounting Auditing And Taxation

Goa University
Goa
04-2011

Higher Secondary School Education - Commerce

Goa Board
Goa
04-2008

Goa Board
Secondary School Education
03-2006

Skills

  • Operational planning and logistics management
  • Team building and training development
  • Data analysis and performance management
  • Inventory and resource allocation
  • Route optimization and quality assurance
  • Cost control and continuous improvement

Affiliations

  • Process Improvement Initiatives: Kaizen projects to enhance operational efficiency.
  • Cost Optimization Projects: Initiated and executed cost-saving strategies across warehousing, transportation and manpower.
  • New market launches: Spearheaded the launch of logistics operations in new regions (e.g., Goa for Captain Fresh, ROMH for Flipkart, and Delhi, Surat, Hyderabad, Bangalore, Mumbai, and Chennai for Amazon)
  • Internal Audits: Conducted regular warehouse and process audits to maintain compliance and safety standards.
  • KPI Dashboard Creation: Designed operational dashboards for real-time tracking of key metrics (TAT, SLA, losses, etc.).
  • Team training and development: conducted training sessions for new joiners and frontline staffas.
  • Certified Hiring Manager: Interviewed and onboarded talent as part of a structured recruitment process.
  • Mentoring: Mentored junior managers and operations associates.

Accomplishments

  • Highest Kaizen Contributor – Q4 2019: Recognized for outstanding process improvement initiatives and continuous innovation.
  • 5th Runner-Up – Kaizen Award, Q4 2019: Awarded for contributing impactful ideas that enhanced operational efficiency.
  • Yellow Belt Certified: Completed Lean Six Sigma Yellow Belt certification, demonstrating strong foundation in process optimization and quality control.
  • Awarded for Excellence at Amazon:
    Entrepreneurship Award – Recognized for taking ownership and driving new initiatives.
    Extra Mile Initiative Award – Acknowledged for going beyond assigned responsibilities to ensure business continuity and success.
  • GM’s "Kitty Award" – SESA Goa (Vedanta Resources)
    Recognized for reducing High-Speed Diesel (HSD) losses from 0.30% to 0.02%, resulting in significant cost savings and operational efficiency.
  • Appreciation Letter – 5S Implementation at SESA Goa
    Commended by senior management for the successful implementation of the 5S methodology in store operations, enhancing workplace organization, safety, and productivity.

Certification

  • Train the Trainer Certification – Skilled in designing and delivering effective training programs to develop team capabilities.
  • Certified Facilitator – Proficient in leading workshops, meetings, and operational training sessions to drive engagement and learning outcomes.
  • Certified E-commerce Manager – Equipped with in-depth knowledge of e-commerce operations, digital supply chains, and online business management strategies.

Languages

English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Marathi
Intermediate (B1)
B1
Malayalam
Native
Native

References

References available upon request.

Timeline

Business Development Manager

BlueDart DHL
05.2022 - 02.2025

City Operations Manager

Captain Fresh (Infifresh Foods Pvt Ltd)
11.2021 - 05.2022

Area Manager L8

Flipkart.com
08.2017 - 11.2021

Station Manager L4

Amazon.com
02.2014 - 08.2017

Associate

SESA GOA / Vedanta Resources Pvt Ltd
06.2011 - 02.2014

Bachelor of Commerce - Financial Accounting Auditing And Taxation

Goa University

Higher Secondary School Education - Commerce

Goa Board

Goa Board

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