Sahana Ganesh
Operations Team Lead
Gokarna
Summary
Dynamic and results-driven professional with 4.5+ years of diverse experience across front office operations in the hospitality industry, e-commerce team management, and last-mile operations at Flipkart and Amazon. Proven ability to lead teams, streamline operations, and deliver exceptional customer experiences in fast-paced, high-pressure environments. Adept at conflict resolution, performance management, and process improvement, with hands-on expertise in tools. Known for strong communication, a sharp problem-solving mindset, and an unwavering commitment to operational excellence and team success.
Overview
5
5
years of professional experience
1
1
Certification
4
4
Languages
Work History
Team Lead Amazon Last Mile Operations
Amazon
01.2024 - Current
- Leading a team of associates to ensure smooth execution of last-mile delivery operations
- Managing shift planning, roster creation, and daily task allocation
- Monitoring KPIs including SLA, TAT, and delivery accuracy to maintain performance standards
- Handling escalations, coordinating with cross-functional teams, and driving customer satisfaction
- Mentoring new team leads and associates; conducting training and performance feedback
- Utilizing tools like AFT, REX, QuickSight, and Excel to track and optimize operational metrics
- Driving continuous process improvements to enhance efficiency and reduce defects
- Recognized for exceptional team leadership during Prime Day / Big Sale events
- Achieved 98% on-time delivery during Q4 peak with zero safety escalations
- Known for calm decision-making under pressure and empathetic team leadership
- Built strong associate relationships through clear communication and support
- Trained on workplace safety and compliance protocols
Team Lead – Flipkart Last Mile Operations
Flipkart
01.2022 - 01.2024
- Supervised end-to-end last mile delivery operations ensuring timely order fulfillment
- Reduced failed delivery rate by 0.5% through proactive issue resolution and performance tracking during BBD peak sales along with 0% bad scans in scan compliance
- Initiated new route optimization strategy that saved over 15 man-hours per week
- Built strong engagement with delivery partners, boosting attendance and morale
- Managed daily hub activities including parcel sorting, load planning, and delivery assignments
- Led a team of delivery partners and ground staff, ensuring adherence to delivery SLAs
- Tracked performance metrics, reduced delays, and improved customer satisfaction scores
- Handled on-ground escalations, delivery exceptions, and route planning challenges
- Maintained daily MIS reports and collaborated with internal teams for smooth operations
Front Office Associate
CGH Earth Group Of Hotels
01.2021 - 01.2022
- Welcomed guests and managed smooth check-in/check-out processes
- Handled reservations, queries, and updates via the PMS
- Consistently received positive guest feedback and TripAdvisor mentions for courteous service
- Part of the core team during peak festive season operations, maintaining full occupancy with zero guest complaints
- Recognized by management for handling foreign guest interactions with excellent communication and grace
- Introduced a guest feedback system at the front desk that helped improve real-time service recovery
- Coordinated with departments to fulfill guest needs and special requests
- Managed billing, payments, and maintained accurate records
- Resolved guest issues promptly, boosting satisfaction scores
- Oversaw lobby operations, VIP arrivals, and service quality
- Supported night audits, reporting, and shift handovers
- Trained new staff on SOPs and guest service standards
Education
Diploma - Airport services, Hospitality/Hotel & Management, Travel & Tourism
Visionfly
01.2021
Skills
- Customer Experience and communication
Accomplishments
- Led two Amazon delivery sites to national recognition by securing 1st and 3rd positions in the DEX Championship during the 2025 Prime Day (Great Indian Festival) sale, followed by 2nd and 3rd positions in Pan-India in 2024 under my leadership.
- Awarded Star TL for lowest defect score and zero losses in cluster.
- Maintained a 100% safety record with zero incidents throughout my tenure by enforcing compliance standards and fostering a culture of accountability
Certification
- Deloitte Australia – Cyber Security Job Simulation Issued by Forage | October 2025 Completed a virtual simulation focused on cyber risk management, incident response, and stakeholder communication.
Timeline
Team Lead Amazon Last Mile Operations
Amazon
01.2024 - Current
Team Lead – Flipkart Last Mile Operations
Flipkart
01.2022 - 01.2024
Front Office Associate
CGH Earth Group Of Hotels
01.2021 - 01.2022
Diploma - Airport services, Hospitality/Hotel & Management, Travel & Tourism
Visionfly