Summary
Dynamic and results-driven professional with more than 3.5 years of experience in leadership and management roles. Proven track record of driving operational excellence, fostering team development, positive work culture, and achieving strategic objectives. Skilled in strategic planning, implementing innovative solutions to enhance productivity, streamline processes, and conflict resolution. Passionate about driving growth and innovation in challenging environments.
Overview
3
3
year of professional experience
4
4
Certifications
Work History
CHANNEL TEAM LEAD - ATSPL
Amazon
8 2022 - 05.2024
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.
- Managed the planning and on-boarding of UTR & OTR associates, ensuring smooth integration and operational efficiency.
- Led Trans Rescue project at territory level (Gujarat & Madhya Pradesh) to save the network losses & concession and improve the customer experience. Elevated the SLA Rate from 83% to 98% and maintained a 100% Response Rate surpassing the IOP goal of 95%.
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 a 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.
- Led the SWA NDR (Non-Delivery Report) project at territory level (Gujarat & Madhya Pradesh) to improve the seller and customer experience with Amazon. Successfully elevated the SWA Honor Rate from 87% to 100%, exceeding the targeted IOP goal of 95%.
QUALITY SPECIALIST- LMAQ
Amazon
08.2021 - 08.2022
- 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 a global perspective and understand the nuances of the various regions in which Amazon operates
- Consistently met business metrics and goals, including productivity, quality, and utilization benchmarks, maintaining a quality rate above 99%
- Recognized emerging trends in audits and contributed to process and program improvements.
SALES DEVELOPMENT REPRESENTATIVE
Xoxoday
03.2021 - 08.2021
- 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
- Tools used heavily are: - LinkedIn, Sales navigator, Lusha, HubSpot CRM, Sales QL, YAMM.
Education
Master of Business Administration (M.B.A.) - Operations Management and Marketing
Bachelor of Commerce (B. Com) - undefined
Skills
People Management
Quality Management
Process Improvement
Channel Strategy
Last Mile Operations
Conflict Management
Strategic Planning
Community Engagement
Business Development
Cross-functional stakeholder management
Microsoft Office
HubSpot
Project Planning
Data Analysis
Certification
Successful Negotiation: Essential Strategies and Skills
Accomplishments
- 3 Times top performer across west zone for maintaining the high bar in DA Scorecard.
- Won Prime Day DPOD (Digital Pay on Delivery) contest for highest growth in DPOD%.
- Received an award for maintaining highest Productivity and 100% Quality (LMAQ - Amazon).
- 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.
Additional Information
- Cross-Functional Collaboration, Collaborate with key business partners such as Transport & Sort, Finance, Loss Prevention, IT, ACES team to deliver the operating plan and to secure required support and resources for projects and initiatives.
- Project Work: 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 the SLA Rate from 83% to 98% and maintained a 100% Response Rate surpassing the IOP goal of 95%.
- Project Work: Ship With Amazon (SWA), Led the SWA NDR (Non-Delivery Report) project at territory level (Gujarat & Madhya Pradesh) to improve the seller and customer experience with Amazon. Successfully elevated the SWA Honor Rate from 87% to 100%, exceeding the targeted IOP goal of 95%.
Publications
Go Green: Consumer Purchase Intention Towards Eco Friendly Packaging
Community Service
Amazon Community Engagement Program, 02/2023, 03/2024, Led the Amazon Community Engagement program across West Zone for 37 AMZL sites & 580 EDSP stations and contributed the highest volunteering hours in the network. Coordinated community initiatives, strengthening Amazon's social impact.
Timeline
QUALITY SPECIALIST- LMAQ - Amazon
08.2021 - 08.2022
SALES DEVELOPMENT REPRESENTATIVE - Xoxoday
03.2021 - 08.2021
CHANNEL TEAM LEAD - ATSPL - Amazon
8 2022 - 05.2024
LOVELY PROFESSIONAL UNIVERSITY - Master of Business Administration (M.B.A.), Operations Management and Marketing
MAHARAJA GANGA SINGH UNIVERSITY - Bachelor of Commerce (B. Com),