Summary
Overview
Work History
Education
Skills
Personal Information
Awards
Hobbies and Interests
Accomplishments
Languages
Timeline
Generic
NITIN K S

NITIN K S

Bengaluru

Summary

Passionate running enthusiast with a knack for operations and problem-solving, coupled with a strong expertise in vendor management. Known for my unwavering commitment to excellence, I excel in seamlessly integrating efficient operational processes and troubleshooting challenges. My impeccable skills in vendor management reflect my ability to foster and maintain strong partnerships. With a keen eye for detail and a results-oriented approach, I am poised to contribute my operational prowess and vendor management acumen to a dynamic team, driving success and innovation.

Overview

5
5
years of professional experience

Work History

Manager of Operations

Zepto
Bengaluru
04.2022 - Current
  • Built and led a team of 35 agents 4 Sr associates and 2 TL's to Handle Rider support operations for Zepto in South India for the first time
  • Maintained 90% threshold% for SLA in High and Medium priority Tickets
  • Average CSAT of 93% overall for south India Support team
  • Productized multiple depositions to reduce contact rate (23% in Jun 2023- Currently 15% Jan 2024) with walkthrough to 9% by April 24
  • Strategized long-term business needs and applied customer feedback for process improvements.
  • Improved internal processes to increase customer response times and employee productivity.
  • Managed daily operations of the customer service department, including staffing schedules and resource allocation.
  • Trained new employees on company policies and procedures related to customer service.
  • Recruited, hired, trained, coached, evaluated, motivated and disciplined personnel as needed.
  • Developed strategies for handling difficult situations encountered during interactions with customers.
  • Assisted in the development of long-term strategies for improving customer service processes.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Created weekly schedules for team members and enforced timely shift start and end times.
  • Delegated work to staff, setting priorities and goals.
  • Completed day-to-day duties accurately and efficiently.

Assistant Manager - Operations Strategy

SWIGGY
09.2018 - 04.2022
  • Conceptualization of 'FLEX' [Swiggy Flexible] project
  • Helped build complete zero touch onboarding (a successful pilot in Bangalore)
  • Introduced 'Bag rental option' for increasing the Dx metrics
  • Generated ~16k leads pan India for scale up and achieved 75% of target for on-boarding in Kolkata during peak seasons
  • Swiggy POC for complete stakeholder management for 8+ vendors
  • Is part of the 'EV bike Rental' initiative for the Dx, which allows Swiggy to promote and collect commission on every successful EMI and rental transactions.

Lead - Operations Strategy

SWIGGY
  • Part of planning and executing the 'DE Meal Project' to improve DX NPS metrics and reduce attrition
  • Coordinated and scaled up to 85K OPD for 3PL [SFX and Rapido] in top 8 cities, handling performance-based invoice.

Senior Fleet Manager - Central ops

SWIGGY
  • Lead a pilot franchise model of operations in Bangalore, scaled to 25 cities pan India in 2 months
  • Vendor on-boarding, legal construct, City launch co-ordination, Monthly performance-based billing
  • After successful pilot model implementation, was sent to ~10 franchise cities for managing and setting Swiggy ops expectations.

Education

Bachelors in Computer Science and Engineering -

Visvesvaraya Technological University
01.2018

Skills

  • Data Management
  • Department Oversight
  • Customer Service Management
  • Data Analysis
  • Quality Assurance
  • Employee Development

Personal Information

Title: Manager- 2 Central Operation, Zepto

Awards

Awarded the most 'Innovative team'

Hobbies and Interests

  • High altitude trekking
  • Long Distance Runner
  • Badminton
  • Cycling

Accomplishments

  • 2 Time Zepto Ace award for innovation
  • 1 quaterly Aces award
  • Swiggster award for Projects

Languages

Malayalam
First Language
kannada
Advanced (C1)
C1
Tamil
Advanced (C1)
C1
Telugu
Beginner (A1)
A1
Hindi
Intermediate (B1)
B1

Timeline

Manager of Operations

Zepto
04.2022 - Current

Assistant Manager - Operations Strategy

SWIGGY
09.2018 - 04.2022

Lead - Operations Strategy

SWIGGY

Senior Fleet Manager - Central ops

SWIGGY

Bachelors in Computer Science and Engineering -

Visvesvaraya Technological University

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NITIN K S