Priyanka Sharma

First Mile Operations

• Coordinate with vendors and suppliers for timely pickup of goods.
• Supervise daily activities at the First Mile hub (e.g., sorting, scanning, packing).
• Implement standard operating procedures (SOPs) to streamline workflows.
• Allocate manpower effectively to meet operational demands.
• Liaise with linehaul, transportation, and last mile teams for seamless flow.

Last Mile Operations

• Plan and schedule daily dispatches based on shipment volume and delivery zones.
• Use routing software or manual logic to define efficient delivery routes.
• Manage a team of delivery associates (DAs) or third-party logistics partners.
• Monitor customer satisfaction KPIs (CSAT, NPS, delivery feedback).
• Monitor and report key operational metrics: on-time delivery rate, DA productivity, return rate, and exceptions.

FC Operations- Flipkart Large

Lead and supervise operations across assigned shifts (inbound, outbound, sortation).

• Supervise ground staff including associates, sorters, pickers, and loaders.
• Coordinate with linehaul teams for timely vehicle arrivals and dispatches.
• Monitor KPIs like throughput, order accuracy, turnaround time (TAT), and SLA adherence.
• Handle escalations related to package damages, delays, or system discrepancies.

• Use tools like CRM, databases, and sales automation software to source and segment leads.
• Reach out to potential customers via cold calls, emails, and social media.
• Maintain and update the lead database with accurate contact and engagement information.
• Work closely with sales and marketing teams to align outreach strategies.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Responded to customer requests for products, services, and company information.
• Handling Corporate Customers as well and Managed approximately 70 incoming calls, emails and faxes per day from customers.'