Roshan Chouhan
Indore
Summary
Strategic and results-oriented Logistics & Operations Manager with 5+ years of experience managing last-mile delivery operations, route optimization, fleet management, and workforce planning. Proven expertise in end-to-end supply chain execution, KPI & SLA management, cost optimization, process improvement, and performance management. Strong leadership capabilities in team supervision, cross-functional coordination, vendor management, escalation handling, and customer experience enhancement, with a consistent track record of driving operational excellence, compliance, and business growth.
Overview
7
7
years of professional experience
Work History
Last Mile Operations Manager - Supply Chain
Delhivery LTD
Indore
05.2024 - Current
- Managed end-to-end last-mile delivery operations, ensuring timely and cost-effective distribution aligned with business objectives, KPIs, and SLAs.
- Led and supervised delivery associates, supervisors, and fleet partners, driving productivity, discipline, and high performance through effective people management and workforce planning.
- Planned and optimized delivery routes using data analysis to improve on-time delivery, fuel efficiency, and cost control.
- Monitored daily operational metrics including OTD, TAT, RTO, productivity, and customer complaints, ensuring continuous performance improvement.
- Coordinated with warehouse, line haul, customer service, and planning teams to ensure seamless supply chain execution.
- Handled escalations, service failures, and customer issues, implementing corrective and preventive actions to enhance customer experience.
- Ensured compliance with safety standards, company SOPs, statutory regulations, and quality guidelines.
- Managed vendor and fleet partners, including contract compliance, billing validation, and performance evaluation.
- Implemented process improvement initiatives (Kaizen/Lean) to reduce operational bottlenecks, delivery exceptions, and costs.
- Prepared and presented daily, weekly, and monthly MIS reports to senior management with actionable insights.
- Supported new hub launches, capacity expansion, and peak-season planning, ensuring operational readiness and scalability.
- Trained and mentored team members on process adherence, customer handling, and performance expectations.
- Handled high B2B and B2C count along with High SL and Closure
LastMile Operations Team Lead - Supply Chain
Delhivery LTD
Indore
08.2021 - 05.2024
- Plan, monitor, and optimize daily delivery schedules and routes to ensure timely, cost-effective deliveries.
- Manage last-mile delivery operations, ensuring adherence to SLAs and company policies.
- Supervise, guide, and motivate delivery associates to achieve operational targets.
- Conduct manpower planning, shift allocation, and workload distribution.
- Monitor delivery performance metrics and take corrective actions to improve efficiency.
- Handle and resolve customer enquiries, disputes, escalations, and complaints promptly.
- Coordinate with hub operations, customer support, and management teams.
- Ensure compliance with safety guidelines, operational SOPs, and quality standards.
- Oversaw quality control measures to maintain service standards.
- Assisted with budgeting activities including forecasting costs associated with operations.
LM Operation Assistant Team Lead - Supply Chain
Delhivery LTD
Indore
10.2020 - 08.2021
- Assisted team lead in coordinating daily operations and workflow management.
- Helped resolve customer inquiries and provided exceptional service support.
- Collaborated with team to implement process improvements for efficiency.
- Maintained a safe work environment by monitoring staff adherence to safety rules and regulations.
- Enforced company policies, SOPs, and service standards across the team.
- Answered co-workers' queries, and supported them in resolving operational issues.
- Trained and onboarded new team members on delivery processes and customer handling.
- Monitored daily performance and reported issues to senior management.
- Ensured professional and courteous interaction with customers at all touchpoints.
- Supported conflict resolution between customers and delivery staff.
Delivery Partner
Delhivery Ltd
Indore
06.2020 - 10.2020
- Coordinated package pickups and deliveries across assigned routes.
- Maintained accurate records of deliveries and customer interactions.
- Assisted in training new delivery partners on operational procedures.
Delivery Associate
Amazon
Indore
03.2019 - 04.2020
- Maintained accurate records of deliveries and pickups.
- Delivered packages safely and timely to designated addresses within assigned territory.
- Provided friendly customer service when interacting with clients during deliveries.
Education
High School Diploma -
Nirmala Mehta Higher Secondary Scholl
Indore04-2019
Some College (No Degree) - Computer Science
ISBA INSTITUTE OF PROFESSIONAL STUDIES
IndoreSkills
- Last-Mile Delivery Operations
- Route Planning & Scheduling Optimization
- Team Supervision & Workforce Management
- Customer Service & Escalation Handling
- Operations & Process Improvement
- Training & Performance Monitoring
- SOP & Policy Compliance
- Staff training
- Budgeting activities
- Team building
- Mentoring staff
Languages
Hindi
Native
Native
English
Upper Intermediate (B2)
B2
Timeline
Last Mile Operations Manager - Supply Chain
Delhivery LTD
05.2024 - Current
LastMile Operations Team Lead - Supply Chain
Delhivery LTD
08.2021 - 05.2024
LM Operation Assistant Team Lead - Supply Chain
Delhivery LTD
10.2020 - 08.2021
Delivery Partner
Delhivery Ltd
06.2020 - 10.2020
Delivery Associate
Amazon
03.2019 - 04.2020
High School Diploma -
Nirmala Mehta Higher Secondary Scholl
Some College (No Degree) - Computer Science
ISBA INSTITUTE OF PROFESSIONAL STUDIES