Prathik G

• Led end-to-end linen operations, including inventory, distribution, quality control, and customer service.
• Reduced delivery costs by 30% and increased utilization by 20–22% through optimized resource allocation and demand forecasting.
• Implemented Zendesk live-chat support, reducing inbound calls by 65% and improving team productivity.
• Onboarded 100+ clients and managed 150+ accounts while maintaining a 98% on-time delivery rate.
• Added CSAT scoring for B2B clients to measure courier performance.

• Managed global fleet and driver quality operations, improving service reliability and increasing driver retention by 15%.
• Increased top-tier driver performance from 72% to 91% through coaching, training, and quality improvement initiatives.
• Partnered with Product, Operations, Data, and regional teams to implement scalable process improvements.
• Supported Driver R&R programs initiatives and participated in driver engagement events in London.
• Implemented performance management and training frameworks to enhance driver quality and operational excellence.

• Built global quality framework by designing SOPs, KPIs, and operational standards
• Improved global driver quality scores from 60% to 93% within 6 months through structured interventions.
• Developed performance evaluation frameworks to support fair and data-driven decision-making.
• Introduced automation to streamline workflows, improving efficiency and reducing manual effort.
• Managed recruitment channels (Indeed) to ensure consistent supply of high-quality drivers.

Led a team of 8 members, consistently achieving performance metrics while managing operations across 20,000+ orders and 70+ routes.
• Developed team capability through coaching and mentorship, contributing to the promotion of two team members.
• Established SOPs and standardized workflows to improve quality, efficiency, and operational consistency.
• Performed RCA and implemented process improvements to resolve operational issues and enhance performance.

• Handled fleet operations for 100+ drivers, managing route planning, live tracking, and delivery support through Onfleet.
• Coordinated 12,000–15,000 monthly deliveries while maintaining a delay rate below 3%.
• Improved route efficiency and delivery performance through proactive planning and real-time operational adjustments.
• Managed daily dispatch activities for 50+ routes, ensuring optimal resource utilization and service reliability.

• Founded and grew a profitable business, increasing annual profit from ₹8 lakh in the first year to ₹15 lakh by the third year.
• Oversaw all aspects of operations, including finance, procurement, customer service, and workforce management.
• Implemented cost-reduction and process-improvement strategies that enhanced efficiency and profitability.
• Led hiring, training, and performance management initiatives to build a high-performing team.
• Established and maintained vendor relationships, securing favorable pricing and reliable supply chains.
• Delivered exceptional customer service, driving customer satisfaction, retention, and business growth.

• Oversaw compliance reviews for restricted products, ensuring 100% adherence to marketplace policies and regulatory requirements.
• Audited 15,000+ ASINs monthly, proactively identifying compliance risks and implementing corrective actions.
• Strengthened operational accuracy through detailed compliance monitoring, reducing policy violations and supporting business continuity.