Sapthagiri Batchu

SCM:

• Pan India Distribution: Managed distribution to 21,000 pin codes with 1Lakh orders per quarter.
• On-Time Delivery: Achieved a 95% on-time delivery rate by reducing O2A from 3.0 to 2.7 days and improved LZN allocation.
• Budget Management: Reduced costs by 9% while achieving AOP of 6.2m against the 6.8m
• Cross-Functional Collaboration: Worked with Customer Service, Warehouse, Technology, and Finance teams to meet goals.
• First-Mile Efficiency: Achieved 98% alignment in first-mile pick-up times across 8 MAIN WH across 8 cities, exceeding market benchmarks of 95%.
• Courier Allocation: Implemented data-driven courier allocation, optimizing costs and transit times, resulting in a 15% increase in efficiency.
• Customer Satisfaction: Improved CSAT from 3.9 to 4.6 and NPS from -65 to +28 in one year.
• Operational Efficiency: Resolved 95% of daily complaints within 1-2 hours, improving NPS by 20 points.
• Report Automation: Automated order tracking and dispatch monitoring, reducing manual reporting time by 50%.
• Vendor Management: Onboarded 3 new vendors with a 90% success rate after a 1-month trial basis ( Fewer orders in selected locations)
• Performance Metrics: Maintained a 97% vendor consistency rate through weekly & monthly reviews along with setting up OKR's for KPI's.
• Financial Precision: Ensured 100% timely vendor payments and reduced cost discrepancies by 15% from 34%.
• Cost Control: Kept cost deviations within 2.3% of the budget, saving 36,00,000 annually.
• Team Mentorship: Mentored 5 junior team members in account management best practices.
• Project Leadership: Led cross-functional teams to address complex client needs, increasing satisfaction by 25%.
• Fraudulent Analysis: discovered fraudulent pattern causing loss through bad inventory return to WH and invalid refunds, introduced QC resulted RVP% of around 48% prior to QC implementation and 20% post QC implementation.
• Customer Relations: Built lasting client relationships through proactive communication, achieving a 15% Repeat users.
• Negotiations: Negotiated prices and service agreements with Logistics partners.

AT HOME & AT CLINIC Pathology & Radiology

• Orchestrated Last-Mile Excellence, Vendor Network Scaling, Service excellence, process & Policy design
• Strategic Initiatives: Executed strategic initiatives for COVID-19 home sample collection, indicating the ability to adapt operations to meet evolving needs and crises
• Initiative Such as launch of New Catalog product with 9000+
• SKU, On-Site Corporate execution, B2B business, At-clinic/hospital services
• Scaling Operations: Successfully increasing the operational scale to handle 1000+ sample pick-ups/day, indicating the ability to efficiently manage increased demand and workload
• Built the capacity for Post Covid At-clinic demand, enabled 100+ cities for clinical service-line such as ( Dental, Physiotherapy, Dermatology, Surgery , OPD , Radiology & pathology services
• Performance Metrics and KPIs: Creating and implementing key performance indicators (KPIs) for vendors and establishing a Control Tower to monitor operations
• Achieving a 85% fulfilment rate, high CSAT of 4.85 and NPS of Conversion rate of 65% surpassing benchmarks showcases operational efficiency and customer satisfaction
• Vendor Network Expansion: Proactively expanding the vendor network by onboarding 40+ vendors and extending services to 3000 additional zip codes for at-home services
• Expanded network for strategic At-Hospital / clinic as per B2C & Insurance/ TPA demands while broadening the service coverage area
• Quality Assurance and Excellence: Ensured high standards in handling patient feedback with a 98% escalation closure rate within 24 hours and preventive process design within 7 days
• Inducted various quality dashboard / Control tower and Metrix
• This shows a commitment to quality and continuous improvement
• Training Excellence: Implemented high-impact, cost-effective training platforms that empowered patient-facing staff to handle a wide range of patient needs
• This experience would be instrumental in preparing teams to cater to the diverse patient demographics
• Ethical Standards and Cultural Integration: Revamped adherence to globally accepted ethical standards in patient care, emphasizing the importance of ethical practices in healthcare delivery
• Demonstrated adaptability by integrating teams swiftly, indicating an understanding of cultural nuances and the ability to foster cohesion in diverse environments, essential for success.

• Control Tower Operations :
• A notable achievement was scaling order volume from 4,000 to over 120,000 per week, maintaining an impressive OCR of 0.3% and a 98% delivery TAT. Through efficient planning, process optimization, and coordination, we achieved exceptional performance standards while scaling operations.
• GPS Data: Improved GPS data capture in the system from 71% to 90% by doing RCA on trips for which data was not getting captured.
• After analyzing the dispatch metrics data, successfully achieved a 96% on-time dispatch rate during peak slot hours, surpassing our target of 95%.
• We formed a team of six individuals to create a ROC (Real-time Operations Center) that oversees and assesses all 72 kitchens. This dedicated team publishes daily kitchen audit scores by checking 51 key checklist points, enabling us to identify and address underlying issues effectively. As a result of our commitment to maintaining high standards of hygiene, EATFIT recognized as the best hygienic cloud kitchen in 2019 during ISO audits.
• Achieved 90% service levels on first attempts within Promise Delivery slot time by Increase in last mile logistics cross utilization from 50% to 70%
• I designed SOPs of dispatches (Both intercity& intracities cluster to child kitchen), receiving , wastage discard & deliveries . These tools provided valuable insights into operational performance and identified areas for further enhancement.
• I developed a proactive communication model to avert escalations and optimize operational control and recovery. Contributing to disaster management handbooks, I ensured the organization's preparedness for critical failures.

Central Reservation Ops:

• I successfully tackled complex administrative templates and tasks (Churn-out process, overbooking. Managed an average of 100 calls per day from the hotel FDR teams.
• Attained higher corporate ratings, resulting in a CSAT (Customer Satisfaction) score of 4.6.
• Successfully implemented discount coupon and wallet services for corporate users through BTT (Bill to Treebo), leading to a 64% increase in customer repeat frequency.
• I excelled at achieving team objectives within tight time frames (Order failures to be closed in 15 minutes, no shows to be cleared from system within cut off times, booking /order reconciliations by EOD).
• Taking ownership of tasks, I displayed a proactive approach to getting things done (working around 200 + integrated order cases/day from booking.com and AGODA/MMT/Gobibo.
• To drive data-informed decision-making, I generated daily, weekly, and monthly reports of about 65 integrated and 41 non integrated hotels and shared comprehensive analyses of ongoing trends.