Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies
Timeline
Generic
Niraj Kumar

Niraj Kumar

Assistant State Head
JAMSHEDPUR,Jharkhand

Summary

Seasoned Operations Manager and talented leader with10+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Result-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

14
14
years of professional experience
6
6
years of post-secondary education

Work History

Assistant State Manager

Cogos Technologies
Ranchi, Jharkhand, Bihar, Chhattisgarh, MP
08.2023 - Current
  • Managed operations and team in four states BR,
    JH, MP & CG.
  • Maintained good rapport with client to increase
    wallet share.
  • Start new business, and restarted operations with
    dormant clients.
  • Managed to reduce client escalation, through
    proper followups, made sure that Team was
    giving prompt reply against each and every
    escalation.
  • Streamlined vendor payouts, introduced new
    SOP's related to Trip sheet collection and made
    sure deadlines were met by the ground team.
  • Developed and maintained courteous and
    effective working relationships.

Zonal Head

Black Buck
Ranchi, Jharkhand
03.2022 - 11.2022
  • Overseeing operations in Bihar, Jharkhand.
  • Controlling overall P&L of the Cluster.
  • Maintaining strong relation with existing customer to increase share of business.
  • Exploring new leads for business expansion.
  • Maintaining good relation with Supply partners.
  • Control/recovery of company debits from customer end and supplier side
  • Close coordination with ground team for rate research for RFQ.
  • Started new business in Durgapur. Achieved 1st miles stone of 5Lakh revenue during 2 month.
  • Won new Lanes and Cluster after Auction were closed.

Department Head

Namastey India Food Pvt Ltd.
Kanpur, Uttar Pardesh
02.2021 - 02.2022
  • Lead Home Delivery and Retail Operations in Kanpur, Lucknow and Ghaziabad.
  • Managed a team of 7 managers.
  • Held regular meeting with the team to track progress and find solutions for any issue that the team was facing.
  • Sales and operations planning before festivals like Shivratri, Holi, Dussehra, Nag Panchami.
  • Audits of retail stores to check that SOP's were being followed.
  • Organized marketing and sales activity to increase sales.
  • Organized refresher and new product training for the Retail team, and soft skill training for the delivery boys.
  • Close coordination with Customer care team to manage customer escalation.
  • Started new retail store in IIT Kanpur and Chakeri AFS.

Zonal Head

NINJACART
Delhi, delhi
06.2020 - 10.2020
  • Had control over 5 warehouse, for last mile delivery.
  • Managed team of 10-15 employees, overseeing hiring, training, and professional growth of employees.
  • Used coordination and planning skills to achieve results according to schedule.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Delivered product to customer locations within specific timeframes.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.

Area Manager

Swiggy
Jamshedpur, Jharkhand
03.2015 - 05.2020
  • Managed operation in Gurgaon, Delhi, Kolkata, Bihar and Jharkhand.
  • Was responsible for assisting the top-management in developing operations strategy for effectively scaling the operations.
  • Design processes optimize operations and effectively launch and implement various operations strategies for the company.
  • Improve the systems, processes and policies in the operations team to better support management reporting, information flow and relevant business metrics.
  • Core task is to Handle a set of Managers (FM's) & ensure Customer experience, Driver experience & Area metrics were at it's best.
  • Developing sourcing strategies, designing training modules and also for developing employee retention strategy.
  • Successfully launched Operations in Ranchi, Dhanbad, Bokaro, Hazaribagh and Patna.
  • Handled efficiently the launch of new areas and city.
  • Make sure of smooth functioning of all the hub’s, area’s and cities.
  • Created SOP for the FM/Senior FM.
  • Created SOP for the Hiring process.
  • Handled Sourcing and Onboarding team, created SOP for the team for their smooth functioning.
  • Screening and conducting interview for FM’s AFM’s and Area Managers.
  • Have been an Exceeded Expectation performer and Met Expectation performer continuously.

Senior Customer Care Executive

American Express
Gurgaon, Haryana
06.2014 - 03.2015
  • Worked as a Senior CCP.
  • Took care of the team in absence of the Team Leader.
  • One of the Top performers.
  • Listening to calls and giving feedback.
  • Ensuring that quality is maintained on every call, and give proper feedback.
  • Floating the hourly CHT report for the team.
  • Awarded the all-rounder award in the team.

App Developer

CVENT
Gurgaon, Haryana
05.2013 - 04.2014
  • Key roles were to understand all the aspects of the tolls and help other team member or new member to understand and deliver the project as a team and on time.
  • Be on calls with the RM and closely understand the requirements of the Client and the level of customization that was required.
  • Multi-tasking and switch roles from a team member to a Team Leader.
  • Worked on both operating systems Windows and MAC.
  • Learn quickly and improvise.

Supervisor L1

Dell
Gurgaon, Haryana
12.2010 - 04.2013
  • Awarded Customer Champion for regularly 4 quarters.
  • Awarded on the spot award for best customer service.
  • Had been receiving regular appreciation mails from customers.
  • Had been handling team in the absence of the manager.
  • First promotion of the process to a L1 Supervisor.

Senior Technical Executive

IBM Global Process Services
Gurgaon, Haryana
08.2009 - 08.2010
  • Awarded Customer Champion for regularly 3 times.
  • Awarded on the spot award for best customer service.
  • Have been receiving regular appreciation mails from customers.
  • Have been handling team in the absence of the manager.

Education

MBA - Logistic and Supply Chain Management

NMIMS
Mansarovar
07.2021 - Current

Bachelor of Science - IT

Sikkim Manipal University
Manipal
06.2003 - 06.2006

Intermediate - Commerce

Jharkhand Secondary Education Board
Ranchi
04.2001 - 01.2003

Skills

Supply Chain Management

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Accomplishments

Awarded Swiggy Star for planning and execution of operation during Durga Puja in Bihar and Jharkhand.

Awarded Customer Champion in Dell and IBM.

Completed NCC "C" certificate.

Secured Position in State Level shooting competition.

Secured Position in National level Ball Badminton Championship.

Hobbies

Listening to Music.

Adventure sports like Para Jumping and Para gliding.

Shooting and member of Jamshedpur Rifle Club.

Timeline

Assistant State Manager

Cogos Technologies
08.2023 - Current

Zonal Head

Black Buck
03.2022 - 11.2022

MBA - Logistic and Supply Chain Management

NMIMS
07.2021 - Current

Department Head

Namastey India Food Pvt Ltd.
02.2021 - 02.2022

Zonal Head

NINJACART
06.2020 - 10.2020

Area Manager

Swiggy
03.2015 - 05.2020

Senior Customer Care Executive

American Express
06.2014 - 03.2015

App Developer

CVENT
05.2013 - 04.2014

Supervisor L1

Dell
12.2010 - 04.2013

Senior Technical Executive

IBM Global Process Services
08.2009 - 08.2010

Bachelor of Science - IT

Sikkim Manipal University
06.2003 - 06.2006

Intermediate - Commerce

Jharkhand Secondary Education Board
04.2001 - 01.2003

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Niraj KumarAssistant State Head