Rahul Singh

• Ops side preparations of Premium in all metro cities.
• DE vaccination project related tasks- Sharing daily/weekly vaccination report for individual camp.
• Sharing tele caller’s efficiency and weekly follow up call.
• DE support system – analyzing SOP and update where needed, Have been part of National Service Scheme (NSS) for two years.

Responsibilities and achievements

Elite Fleet: Handled Elite fleet project from central ops side, responsible for creating reports, daily/weekly performance RCA, follow up calls, creating invoicing auditing for 3PL payouts.

DE Meal: Part of planning and executing the ‘DE Meal Project’ to improve DX NPS.

Mumbai Premium:

• Field Operation: Primary responsible to Handle Premium Fleet performance, and to Oversee supply side and breaches in operations metrics, providing effective recommendations to fleet managers to run operations smoothly when uncertain issues raise.
• Demand and Supply planning for Month, week and day.
• Simulation of payout structure and provide best output by suggesting changes in current structure for reducing and maintaining low cost per delivery, also ensuring that changes doesn't impact on EPH and EPW of delivery partners.
• Weekly and Monthly study of DE NPS data and planning for improvement.

Financial Services Projects

ITR and DE loan: Creating a plan of DE communication for the benefits, weekly follow up calls with Vendor regarding the metrics and next plan of action, solving daily escalations, auditing and processing weekly payments to the vendor.

Responsibilities and achievements

• Cluster Field Operations: Heavy Ops role, Leading a delivery executive 600+ whilst continuously working to improve operational efficiency, cost optimization, and customer experience.
• Logistics: Analyzing demand-supply gap and accordingly deriving assignment weights to ensure maximum utilization of fleet and achieve maximum SLA compliance.
• Analysis: Analyzing demand-supply patterns to tackle overbooking at peak times and optimize fleet login for better predictability and serviceability.
• Utilization: Ensure that all zones of riders are equally utilized according to predicated demand and if utilization of executives is less then plan for cost optimization strategies, working on breaches etc.
• Customer Escalation Management: Dealing with customer escalations, identifying root of cause and firmly maintaining.
• Data report design planning & development. (MySQL, Snowflake & Data studio)

Responsibilities and achievements:

• Managing a team of 200-300 Pickup and Delivery Partners directly daily Drive Pickup & Delivery Partners efficiency assigned at an individual level.
• Maintaining Pickup and Delivery Partner attendance basis demand daily basis.
• Improve and maintain promised delivery times for better customer experience.
• Conduct classroom/ field training at individual level for better customer experience.
• Conduct regular field audits for better compliance among Pickup and Delivery Partners.
• Manage and control voluntary attrition and control absconders by conducting regular engagement activities.
• Provide feedback at individual level and conduct weekly one-on-ones to understand problem areas.
• Ensure excellent customer experience by solving order-level escalations.
• Support Pickup and Delivery Partners during emergencies and exigencies.
• Driving maximum Logins during weeks/weekends.
• Ensuring 99%+ serviceability of assigned area.

Responsibilities and achievements:

• Receive inward goods and verify it.
• Handle more than 80 staff and send them in different locations for delivery.
• Cash handling.
• Audit of all goods and shipments on daily basis.
• Assist and support administrative staff in their day to day operations.
• Create MIS report on daily basis.
• Maintain data of all staff activities.
• Escalations of customer’s queries.
• Reply on E-mails.

Responsibilities and achievements:

• Receive inward goods and verify it.
• Handle more than 100 staff and send them in different locations for delivery.
• Cash handling.
• Audit of all goods and shipments on daily basis.
• Assist and support administrative staff in their day to day operations.
• Create MIS report on daily basis.
• Maintain data of all staff activities.
• Escalations of customer’s queries.