Rakesh Puri Goswami

Led end-to-end fleet manpower operations for last-mile delivery, ensuring optimal rider availability, productivity, and SLA adherence. Managed recruitment, onboarding, and training of delivery executives on SOPs, safety, compliance, and customer service standards. Oversaw attendance, shift planning, and rider allocation to meet peak demand. Drove performance through KPI-based reviews, coaching, and discipline management, while handling escalations and coordinating with warehouse, HR, and city teams to improve efficiency, compliance, and delivery experience.

• Heading a team with a strength of more than 50 staff, including executives, field supervisors, and ground coordinators.
• Responsible for the duty roster of all staff.
• Responsible for the end-to-end smooth running of HUB operations for the assigned area/cluster.
• Manage and control inbound and outbound activities of the HUB to ensure maximum utilization of space.
• Monitoring all the service levels to meet their targets, i.e., 100%.
• Ensuring that all the SOPs are followed.
• Fulfilling assigned key performance metrics and benchmarks set by management.
• Monitoring zero breaches across the region in terms of connections and shipment closures within the defined TAT.
• Monitoring zero missing shipments in terms of value and numbers, and also ensuring zero fake updates in the system.
• Generating reports, measuring actual performance against goals on a regular basis, and presenting results to the senior management.
• Responsible for operational budgets and fleet management.
• Suggests various models for the new pin code expansion of new locations/cities across clusters and also scouts for facilities for the new DCs.
• Screening, hiring, training staff, evaluating employee performance, and also recommending and initiating promotions, transfers, and disciplinary actions for center operational personnel.
• Looking after the administrative jobs, such as employee attendance, leave, salary issues, ESIC and PF, conveyance claims, vendor bills, etc.
• Ensuring employees follow the proper dress code and maintain their behavior with customers.
• Takes care of new initiatives, like involving a third party for the distribution of shipments.
• Monitors security parameters across the region and ensures that no unlawful activity occurs.

• Leading the team with a strength of 16 staff members, 25+ channel partners, and delivery vendors.
• Ensure all operation processes are running smoothly: First Mile, Mid Mile, and Last Mile.
• Governing and guaranteeing zero breaches in the branch, in terms of shipment closures, within the specified turnaround time.
• Observing zero missing shipments in terms of value and quantity, as well as assuring zero false delivery updates.
• To ensure end-to-end coordination between various HUBs, branches, and channel partners by following the fleet process.
• Ensures customer satisfaction and reduces client escalation by monitoring, so queries, issues, and grievances are taken care of in a timely manner.
• Leveraging skills by working as a People Manager, working in association with the HR and finance team for Bikers Pay-out, as well as ensuring timely resolution of identified concerns.
• Playing a key role in supervising security parameters across the assigned branch, along with ensuring that no unlawful activity takes place.
• Executing process improvement activities for last-mile operations to improve customer experience, reduce costs, and improve quality.
• Monitoring daily deliveries, ensuring data quality in multiple record-keeping systems, creating reporting metrics, and actively reviewing information with the DMC and Branch staff.
• Providing guidance and leadership to staff in accordance with specified objectives, and facilitating decision-making in the organization.
• Determining the training needs of employees to enhance operational efficiency, leading to an increase in productivity, quality, and enhancement of the team.
• Excellent numerical ability, and can do data analysis to arrive at different scenarios.
• Very high on integrity and discipline, as per the company’s parameters.

• Leading the team with a strength of more than 50 staff, including pickers, packers, loaders, helpers, DEOs, supervisors, and KAMs.
• Constantly work towards improving efficiency, accuracy, and productivity.
• Regular monitoring and improvement in the performance of staff, resolving discrepancies, and taking the lead in the resolution of discrepancies.
• Proactive resolution of store complaints and ticket closure.
• Regular training for pickers, packers, loaders, helpers, DEOs, supervisors, and KAMs for improvement in productivity and accuracy.
• Overall cost control by way of improved productivity and lower wastage.
• Process improvement and implementation.
• Supervision on MRP and margin correction in the purchase order.
• Daily physical inventory audit for the movement of damaged, expired, and near-expiry articles.
• Manage vendors for the auction. (Damage, expired, and near-expiry articles.)
• Control on shrinkage, stock aging, bin optimization, as well as inventory accuracy.
• Coordinating with the category management team to ensure the proper running of the schemes, POs, and stock availability.
• Responsible for the overall safety, quality, performance, and customer experience.
• Carry out supervisory responsibilities in accordance with the organization’s policies and procedures.
• Accountability for meeting and exceeding operational goals.
• Mentor, train, and develop teammates for career progression and learning.
• Roster/Attendance management down the line.
• Complete supervision on all trips, creation, assignment, and loading for all connected HUBs.
• Verification of return articles under security supervision.
• Prepare daily and monthly various reports for moving and non-moving articles.

• Heading a team with a strength of more than 20 staff, including Assistant Team Leads, Field Supervisors, and Field Executives.
• Responsible for the duty roster of ATL, FS, and FEs.
• Leading first-mile pickups and last-mile deliveries, reverse pickups, and NDR calling for all pin codes allotted.
• Ensuring that all the SOPs are followed.
• Fulfilling assigned key performance metrics and benchmarks set by management.
• Monitoring zero breaches across the region in terms of connections and shipment closures within the defined TAT.
• Monitoring zero missing shipments in terms of value and numbers, and also ensuring zero fake updates in the system.
• Generating reports and measuring actual performance against goals on a regular basis, and presenting results to the senior management.
• Responsible for operational budgets and fleet management.
• Suggests various models for the new pin code expansion of new locations/cities across clusters and also scouts for facilities for the new DCs.
• Takes care of new initiatives, like involving a third party for the distribution of shipments.
• Screening, hiring, training staff, evaluating employee performance, and also recommending and initiating promotions, transfers, and disciplinary actions for center operational personnel.
• Looking after the administrative jobs, such as employee attendance, leave, salary issues, ESIC and PF, conveyance claims, vendor bills, etc.
• Ensuring employees follow the proper dress code and maintain their behavior with customers.
• Monitors security parameters across the region and ensures that no unlawful activity occurs.

Designed and delivered an IT curriculum with modern teaching methods, covering C, C++, Java, HTML, VB.Net, Operating Systems, Data Structures, and Networks. Facilitated workshops, demonstrations, and group activities to strengthen practical skills. Collaborated on curriculum planning, assessed student performance, and provided constructive feedback. Recognized for innovative instructional approaches, integrating multimedia, discussions, and hands-on training to enhance learning outcomes.

Designed and implemented engaging lesson plans for diverse IT subjects, including C, C++, Java, VB.Net, HTML, Web Designing, Computer Graphics, Operating Systems, Data Structures, and Networks. Delivered interactive lectures, workshops, and demonstrations using modern teaching methods and technologies. Assessed student performance, and provided constructive feedback to improve learning outcomes. Collaborated with administrators and colleagues on curriculum planning and course enhancements. Recognized for innovative instructional practices, integrating multimedia, discussions, and hands-on training to strengthen practical skills, and enhance classroom engagement.