Summary
Overview
Work History
Education
Skills
Visa Details
Personal Information
Timeline
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Rachna KAPOOR

Rachna KAPOOR

Operations & Logistics Manager
Gurgaon

Summary

Experienced professional with over 20 years in Logistics, Banking, and the KPO Industry. Currently serving as a Logistics Account Manager and Vendor Manager at a US-based supply chain MNC for 9 years. Skilled in overseeing end-to-end logistics operations, managing key client accounts, and implementing cost-effective supply chain solutions. Proven track record in enhancing client satisfaction, optimizing logistics processes, and leading cross-functional teams to achieve business objectives. Expertise in planning, coordinating, and monitoring logistics operations including warehousing, inventory management, and transportation. Previous roles include building profitable relationships with key customers at American Express for 5 years and mentoring new hires in the KPO & BPO sectors at Citibank, Barclays, and EXL for another 5 years. Hands-on experience in customer service for domestic credit cards and sales of banking products like Personal Loans, Loan on Phone, and Insurance products.

Overview

21
21
years of professional experience
3
3
Languages

Work History

Operations Manager –APAC

Choice Logistics
05.2016 - Current
  • Directing all types of warehouse activities for APAC countries- India, Thailand, South Korea, Taiwan, Malaysia, Philippines, Indonesia, Sri Lanka, Vietnam, Pakistan, Bangladesh for all clients in the network.
  • Managing 28 SSL’s in 14 countries in Southern Asia.
  • About 40,000 sq ft across these countries, with over 32000 parts.
  • Deal with Spare Parts logistics – networking, medical goods.
  • Experienced in Vendor relationship management.
  • Cultivated & Managed relationship with over 15 vendors with direct & in-direct partnership.
  • Streamlined stocking locations by monitoring daily compliance reports & monthly performance reviews.
  • Strategic Sourcing & Vendor selection.
  • Evaluating & Bench marking potential vendors in conjunction with Choice Logistics standard.
  • Identifying warehouse location, space & setting up in case of relocation & new setup.
  • Contract Negotiation & Cost Optimization.
  • Negotiated long-term contracts with suppliers, with competitive rates.
  • Initiated contract renewal discussions 60 days prior to expiration, to prevent service disruptions.
  • Logistics Costs Analysis- work towards minimizing the cost of transportation, warehousing, inventory keeping & increase profit margins.
  • Performance Monitoring & Continuous Improvement.
  • Established key performance indicators (KPIs) for vendors & reviewed the performance monthly.
  • Perform Quarterly business reviews for vendors.
  • Track, measure, report & evaluate vendor performance through various metrices such as Dock to Stock, Cycle Count, Physical Inventory Analysis, Live order performance.
  • Cross Functional Collaboration.
  • Collaborated with Global Trade Services, Finance teams, IT and all other departments.
  • Participate with IT team to formulate workflow processes, methods & policies.
  • Inventory Optimization and space management for minimizing storage costs.
  • Benchmarking- the standards of warehouses in terms of space, security, managing storage of parts.
  • Manage stocking locations by monitoring daily compliance reports in accordance with processes and procedures followed at Choice logistics.
  • Responsible for SSL relocation, following proper safety & security protocol.
  • Support expansion across new business lines.
  • Identify gaps & implement new processes to enhance efficiencies associated with vendor management.

Account Manager

Choice Logistics
01.2018 - 03.2020
  • Client Relationship Management- Maintain relationship with major clients in APAC & EMEA region.
  • Worked with various global clients with footprints in different geographies such as Hitachi, Elekta, Infinera, Netflix, Future Tech, Park Place.
  • Majorly handling clients in Networking spare parts, medical spares, video streaming platform.
  • Responsible for the Business transformation process that includes mapping of As Is process & proposing To Be processes, level of automations required etc.
  • Build and deploy distribution strategy, including transportation, warehousing and last mile delivery in conjunction to Best-in-class practices followed by Choice Logistics.
  • Responsible for ensuring high levels of Customer service.
  • Cost Optimization possible in Logistics and Distribution cost.
  • Design, Define, & Measure best in class metrics to achieve customer goals.
  • Leading Periodic Governance & lead business reviews with clients.
  • Trend Analysis for choice customers to optimize their costs.
  • Leading Reporting & Process automations by deploying RPA’s.
  • Design and facilitate the implementation of innovative and technology driven logistics solutions.
  • Use advanced methodologies for operational planning that optimizes Supply Chain Operations assets to achieve strategic and tactical deliverables.
  • Responsible for evaluating performance for clients through contracts / service level agreements, monitoring and operations reviews.
  • Establish mechanisms to monitor, review and report KPIs (e.g. cost, customer service, controls etc.) around effective management of logistics and distribution.
  • Ensuring Quality & Compliance checks, at all levels for the clients.

Master Fraud Analyst

American Express
01.2009 - 01.2014
  • Was part of Fraud Prevention.
  • Started as a Backend Customer Care Rep, handled Corporate card members.
  • Handled both Front office, Back office work on Triumph & Legacy platform.
  • Was assigned role of Team Captain for last 1.5 years.
  • Manage performance of team members-from setting goals to assessing performance against goals to providing performance feedback.
  • Manage efficiency and productivity of team members on a day-to-day basis.
  • Worked closely with the Six Sigma team to improve the process.
  • Have been in position of a Floor coach, for 1.5 years wherein reps are shared new process updates & trained accordingly.
  • Have been a Coach and mentor team members for professional & personal development.
  • Given training to more than 10 batches for Legacy, which included preparation of curriculum, Knowledge checks & certifying them.
  • Support internal quality team by identifying problem areas & recommending training requirements to address knowledge gaps.
  • Keep record of Errors received and as per the trending take Teach back sessions for the floor.
  • Working with the business in identifying key fraud risk areas and advising of controls to minimize such risks by helping in develop new scanners/ tools.
  • Being Part of Employee engagement team use to roll out various floor activities on festivals, & important calendar dates.

Customer Relationship Manager

Barclays Finance
03.2008 - 01.2009
  • Responsible for maintaining better relationship with existing, new clients.
  • Generate leads for Personal Loans and increase sales.
  • Handle branch walk-in queries.
  • Analyze clients financial needs, goals, risk profile.
  • Handling a team of 40 lead generators and extracting business with a daily target of 10-15 files per day.
  • Getting business from a team of 10 to 15 referral partners.
  • Achieve branch walkin login disbursal target.
  • Achieve client satisfaction and loyalty through excellent service.
  • Final analysis of the client and disbursal of the loan.
  • Ensure accuracy & timely delivery of the kits along with additional documents to the central hub.
  • Maintaining a target of 80% penetration for cross selling Credit Shield Insurance a Birla Sun life Product.
  • Achieving targets for Debt Consolidation on credit cards.
  • Maintain MIS for all the disbursals, approvals received from the hub.
  • Maintain Inventory of Cheques, loan agreements, ECS verification, declaration forms, etc…
  • Coordination with the Credit hub for all new and existing files.
  • Provide MTD, YTD Sales reports of the branch.
  • Publishing the RTS MIS.
  • Ensure compliance of the branch on all audits and regulatory standards.
  • Manage operating costs and involve in day to day branch operations in achieving the overall profitability of the branch.

Customer Service Officer

Citibank
05.2006 - 02.2008
  • Worked in an inbound voice process for credit cards.
  • Handled both service and sales.
  • Cross-selling of loan on phone against credit cards.
  • Generate leads for Personal loans, home loans, gold accounts and increase sales.
  • One-point contact for team members before Team Leader.
  • Played a role of Subject Matter Expert - handle escalated calls for team.
  • Handled a team of 15 new joinees on monthly basis.
  • Acted as a coach for 2 hrs on a daily basis for answering queries & even taking Sup Calls.
  • Sold an average loan of INR 35-45 lacs per month against cards.
  • Maintained a conversion ratio of 10-15 leads in Personal loans.
  • Maintained an average of 95% quality, accuracy scores.
  • Track and maintain MIS for team targets.
  • Played a role of a mentor for new Joiners.
  • Taken training sessions for the team on daily process updates.
  • Always Achieved the highest targets in Loan on Phone.

Customer Care Executive

EXL Service Ltd.
09.2004 - 11.2005
  • Worked with US-based Inbound process (Dell computers-customer care).
  • Worked in Dell Financial Services as a collection agent.
  • On average, handled 65 calls per day.
  • Maintained daily login of 8.5 hours.
  • Was a 5 rater in the Annual appraisal.
  • Won the Employee of the Month Award for November 2004, Jan 2005.
  • Was a part of the Fun Committee.
  • Attended workshops on 'Goal Achievement', 'Team Management'.

Education

Post Graduate Diploma - Journalism & Communication

Amity School of Communication
01.2003 - 1 2004

Bachelors - Journalism and Mass Communication

MBICEM, GGS Indraprastha University
01.2000 - 1 2003

High School - Humanities Stream

Somerville School
NOIDA
01.1999 - 1 2000

Skills

Good hand on Internet based research

Visa Details

Valid US Visa- B1/B2

Personal Information

  • Date of Birth: 02/28/83
  • Marital Status: Married

Timeline

Account Manager

Choice Logistics
01.2018 - 03.2020

Operations Manager –APAC

Choice Logistics
05.2016 - Current

Master Fraud Analyst

American Express
01.2009 - 01.2014

Customer Relationship Manager

Barclays Finance
03.2008 - 01.2009

Customer Service Officer

Citibank
05.2006 - 02.2008

Customer Care Executive

EXL Service Ltd.
09.2004 - 11.2005

Post Graduate Diploma - Journalism & Communication

Amity School of Communication
01.2003 - 1 2004

Bachelors - Journalism and Mass Communication

MBICEM, GGS Indraprastha University
01.2000 - 1 2003

High School - Humanities Stream

Somerville School
01.1999 - 1 2000

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Rachna KAPOOROperations & Logistics Manager