Nelvin Mathew

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Bangalore

Gurgaon ( NCR )

• Handle highest Inbound in assigned pin code across North PAN India during Big Billion-day sale 2023 at Flipkart.
• Lean Six sigma - Yellow belt - Flipkart 2022
• Awarded Best CEC across north for BBD 2021.
• Promoted from CEC to Lead customer experience coach (2019).
• Handle highest Inbound in operations across and achieved top 5 in customer metrics North regions during BBD sale 2018 at Flipkart.
• Awarded 4 times Quarter of the manager at McDonald's in 2 years (2016 - 2017).
• Advance Leadership Program - Completed Advance leadership program at McDonald's 2016, Project Management Certification.
• Promoted as Second assistant manager from Management Trainee at McDonald's (2015).

• New Out bond process created during BBD 2023 (this helped us to achieve less than 2% losses in daily outbound operations)
• Project Kill Fraud loss 2023 - Focused on reverse products with regular audits and capturing images on reverse products helped us reduce Conditional losses from 90k in January to 12k by December
• Feedback % 2021 - Introduced project feedback% in Noida region (which helped us increase customer experience and CSAT% from 87% to 94%)
• Daily seller connects 2019 (Formed a team where we connected with sellers with frequent escalations and helped to solve their issues and improved the seller NPS from 65% to 86% in 3 months)
• Pragati Assessments 2018 (Drive knowledge assessments for the entire North region for improving audit scores from 71 points to 88 and improve process knowledge)
• Introduced Incentives and meal structure plan for employees for achieving meal targets in the Restaurant (2016). (This helped in improving average sales and controlled food cost)