Sanjeev Kaushik

Work History

Phonepe India Pvt. Ltd.

Mumbai, Maharashtra

09.2021 - Current

Defining,developing and communicating key metrics and business trends to partner and management teams.
Designing SOP's and SLA's.
Streamlining systems and processes to increase efficiency and overall business operations in collaboration with different stakeholders such as Tech,Product and External stakeholders etc.
Handling L2 escalations and providing resolutions within TAT as per SOP in order to maintain great cx experience.
Reduced reversals due to API failures by 68% in a quarter.
Designing FAQ's for new product launches.
Ensuring smooth flow of transactions and cancellations in order to provide seamless customer experience.

Yulu Bikes Pvt. Ltd

Mumbai, Maharashtra

11.2020 - 08.2021

Optimization of processes by analyzing data and creating dashboards leading to increased utilization and better user experience.
Acquisition, Training and Management of field staff.
Righteous allocation of assets through data analysis to match user demands at contrasting phases of time.
Maintaining the required ratio of usable assets on road by timely swapping, screening and maintenance of assets.
Ensuring naught faulty and low battery assets on road.
Leading Ops excellence through data analysis and improvising processes in liaison with various stakeholders in customer support, tech and data teams.
Ensuring naught cases of vandalization, theft or nuisance via 24/7 monitoring through on-ground Marshalls.

UberEATS

Pune, India

09.2018 - 01.2020

Ensuring a healthy gap between demand and supply; thereby maintaining stable earnings for the drivers and reducing driver churn.
Spearheaded the quality process for the west expansion.
Setting up Ops from scratch in new city launches while coordinating with various stakeholders( recent launch Cuttack),(proposed launches Patna and Ranchi).
Initiated a process to reduce the Undelivered for the city which successfully concluded to scaling down of undelivered by 84%.
Spearheaded process in to scale down and troupe arrears from DE's concluding to 20% retrieval in F30D.
Product Roll out's - Delivery by Bicycle, 3PL.
Detecting and analyzing fraud with the help of data and eliminating it to maintain the quality.
Creating supply channels and managing a courier delivery network to ensure lowest cost to business while maximizing fulfillment and minimizing time of delivery in expansion cities.

UberEATS

Indore, India

05.2018 - 09.2018

Implemented priority support counter which significantly reduced the waiting time for the driver-partners and providing resolution to 80+ DE's on daily basis Core team member in the launch of Indore, Bhopal, Nashik, Nagpur, Aurangabad, Cuttack .
Inventory Management to streamline the order placement, tracking, in warding and handover of merchandise (Delivery bags & Uber eats T-shirts) to delivery Partners.
Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.