Rakhi Daga

1. Project Leadership and Management :

• Spearheaded various strategic projects, optimizing operations and enhancing delivery experiences across Gujarat's largest Amazon Last Mile site.
• Handled 14 EDSP (External Delivery Service Provider) partner delivery stations in different geographical locations in North Gujarat.

Project Work :

Ship With Amazon (SWA):

• Led SWA NDR (Non-Delivery Report) project at territory level (Gujarat & Madhya Pradesh) to improve seller and customer experience with Amazon.
• Successfully elevated SWA Honor Rate from 87% to 100%, exceeding targeted IOP goal of 95%.
• Worked on honest scan to reduce doorstep disputes from 55% to 15% and improved delivery success rate.

Trans Rescue Adherence:

• Led Trans Rescue project at territory level (Gujarat & Madhya Pradesh) to save the network losses & concession and improve the customer experience.
• Elevated SLA Rate from 83% to 98% and maintained 100% Response Rate surpassing IOP goal of 95%.
• Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.

Last Mile Helpline Program:

• Contributed to the successful launch of Amazon's Last Mile Helpline program (aka Driver Hotline) for drivers, collaborated with cross-functional teams to ensure seamless execution and address driver concerns.

2. Operational Excellence :

• Oversaw day-to-day operations ensuring successful delivery of around 14,000 packages daily.
• Coordinated major events, such as Diwali ART 2023, achieving delivery of over 10,000 shipments on peak days.

3. Stakeholder Management :

• Acted as liaison between Amazon and partners, excelling in account management, relationship building, and setting high standards for customer service.
• Collaborated with cross-functional teams including Transport & Sort, Finance, Loss Prevention, and IT to deliver operational plans and secure resources for projects.

4. Data Analysis and Reporting :

• Developed performance metrics, forecasting, and analysis to identify opportunities for station performance improvements.

• Constructed efficient delivery routes by strategically mapping and sequencing deliveries
• Conducted data analysis utilizing existing documentation and public records for informed decision-making
• Resolved deliver associates' issues within established guidelines and partner with them to identify satisfactory solutions for customers
• Develop global perspective and understand nuances of various regions in which Amazon operates
• Consistently met business metrics and goals, including productivity, quality, and utilization benchmarks, maintaining quality rate above 99%
• Recognized emerging trends in audits and contributed to process and program improvements.

• Handled leads generation activities for new markets (Asia Region)
• After thorough research passed on qualified leads to Account Executives
• Designed email campaign cadence for International Markets
• Worked on CRM process planning, adoption, and automating reports and dashboards
• Sourced new sales opportunities through outbound reach, cold emails, cold calls, LinkedIn messages, etc.
• Utilized HubSpot to manage sensitive client information and update existing and new client profiles.
• Tools used heavily are: - LinkedIn, Sales navigator, Lusha, HubSpot CRM, Sales QL, YAMM.