Sathyanarayana S
Bengaluru,Karnataka
Summary
As a forward-thinking Project Lead with 9 years of progressive experience in E-commerce and vendor management, I possess deep expertise in understanding market dynamics and regional nuances. My decisive leadership style, combined with a strong work ethic, has allowed me to proactively update policies and procedures, ensuring they align with industry best practices.
With a proven track record at Zomato Limited, I excel in project management and stakeholder engagement, driving operational excellence and enhancing service delivery. By leveraging my skills in vendor and fleet operations, I have spearheaded initiatives that significantly improved efficiency and customer satisfaction, consistently embodying a customer-first approach in fast-paced environments.
As a dynamic team leader, I am skilled at optimizing departmental operations to meet organizational goals. I have a successful background in matching employees with roles that maximize performance, while my proactive nature drives continuous operational improvement.
Overview
8
8
years of professional experience
Work History
Operations-Lead
Zomato Limited
03.2024 - Current
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Streamlined operations by implementing efficient processes and optimizing workflows.
- Collaborated with cross-functional teams to achieve company-wide objectives and drive operational excellence.
- Recruitment & Onboarding: Identifying, hiring, and onboarding walkers for assigned regions.
- Shift Planning: Scheduling shifts and ensuring adequate coverage for delivery operations.
- Performance Monitoring: Tracking walker performance through KPIs like delivery times, customer feedback, and order count.
- Route Optimization: Planning delivery routes to minimize time and maximize efficiency for walkers.
- Order Management: Coordinating with an restaurant and customers to ensure timely order pickups and deliveries.
- Team Collaboration: Working with Zomato's central operations team, restaurant partners, and customer support to resolve delivery issues.
- Skill Development: Providing walkers with training on customer service, app usage, and delivery protocols.
- Policy Communication: Ensuring walkers are aware of Zomato policies, including incentives and penalties.
- Customer Relations: Addressing customer complaints related to delivery delays or service quality.
- Tracking Metrics: Maintaining records of deliveries, delays, and walker feedback.
- Budget Adherence: Monitoring walker payouts and operational expenses to ensure budget compliance.
- Uniform Standards: Ensuring walkers wear branded uniforms and maintain professional behavior.
- Compliance Adherence: Ensuring walkers comply with local regulations and company policies.
- Enhanced team productivity by providing ongoing training and development opportunities.
Fleet Manager
Zomato Limited
09.2023 - 03.2024
- Spearheaded the management of a robust fleet of delivery partners, optimizing supply to meet order demands and delivering exceptional customer experiences.
- Conducted regular field meetings to foster effective communication, address concerns, and resolve delivery partner issues promptly.
- Monitored key performance indicators, identifying and rectifying performance gaps to uphold operational excellence.
- Championed engagement and retention initiatives, successfully reducing turnover and maintaining high login rates within the designated area.
- Delivered comprehensive training sessions on best practices and standard operating procedures to enhance delivery partner efficiency and service quality.
- Demonstrated expertise in on-ground conflict resolution, ensuring harmonious operations and maintaining productivity.
Assistant Manager-Operations
Sundaravijayam Automobile Services Private Ltd
07.2022 - 09.2023
- Spearheaded supply and vendor management operations across Karnataka, optimizing logistics and distribution channels to ensure seamless operations.
- Conducted detailed supply chain analysis, addressing planning and quality control challenges through strategic collaboration with sales, operations, and customer service teams.
- Championed process enhancement initiatives to drive efficiency, productivity, and adaptability to evolving supply demands.
- Cultivated and maintained strong vendor relationships, ensuring reliability, consistent supply, and superior service quality.
- Managed daily workshop operations, emphasizing accountability and high performance across all activities.
- Oversaw key accounts, including ACKO, Flipkart, Amazon, Hero EV, Zoom Car, and Sun-mobility, focusing on order accuracy, deadline adherence, and comprehensive reporting.
- Ensured exceptional customer service at all operational touchpoints while managing recruitment and performance of managers in critical sectors.
- Produced and maintained essential documentation, including reports, presentations, and datasheets, to support effective vendor and operational management.
Cluster Manager
Zepto-kiranakart Technologies
09.2021 - 07.2022
- Championed a high-performance, customer-centric culture by analyzing key metrics, conducting root cause analysis, and implementing process improvements.
- Led KPIs for reliability, customer satisfaction, and cost efficiency, ensuring alignment with overarching business objectives.
- Addressed and resolved complex operational challenges across multiple locations, ensuring seamless execution.
- Oversaw a successful launch of new and refurbished stores, managing merchandising, stocking, and setup to meet launch deadlines.
- Monitored and elevated key performance indicators, focusing on increasing average transaction values and enhancing customer footfall.
- Directed recruitment and talent acquisition efforts to attract, hire, and retain top-performing professionals.
- Established and implemented structured SOPs with a customer-first approach, driving continuous improvement through lean methodologies.
- Collaborated with stakeholders to identify and advocate for system enhancements to simplify processes and improve efficiency.
Control Tower Associate
Curefoods Private Limited- Cure.Fit
10.2019 - 04.2021
- Oversaw end-to-end order management, driver coordination, and third-party logistics integration, ensuring seamless process visibility and operational efficiency.
- Enhanced customer satisfaction through proactive communication and real-time notifications, exemplifying a customer-first "Easy to Do Business With" approach.
- Provided regular updates to Regional Managers, aligning service delivery with strategic goals and regional Control Tower benchmarks.
- Managed a returns process with precision, ensuring accurate verification of returned items in terms of quality and quantity.
- Collaborated with Account Managers and Operations Managers to resolve customer issues promptly, maintaining service excellence standards.
- Analyzed daily performance data through MIS reporting, delivering actionable insights to optimize operations across multiple locations.
- Partnered with the technology team to design and implement internal tools and automation solutions, driving efficiency and scalability.
- Developed and implemented strategies to increase customer satisfaction and engagement.
Senior Associate-Operations-Team Lead
Uber India System Private Limited
01.2018 - 10.2019
- Spearheaded logistics optimization and process enhancement initiatives, driving operational efficiency.
- Generated daily operational reports and maintained accurate tracking systems to support decision-making.
- Innovated and streamlined payment processes, significantly improving efficiency and accuracy.
- Ensured data integrity by diligently reconciling transactions, cross-verifying entries with system-generated reports and financial records.
- Managed comprehensive payment operations, including payroll, purchase orders, invoices, and financial statements, ensuring smooth financial workflows.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
Process Associate- L2
Aegis Customer Service Private Limited
01.2017 - 12.2017
- Contributed to sales objectives by sharing best practices and expertise with team members to foster growth and improvement.
- Ensured customer satisfaction by diligently following collection procedures and maintaining a strong service-oriented focus.
- Demonstrated exceptional interpersonal and communication skills, including effective listening to address customer needs.
- Proactively resolved customer issues under pressure, showcasing resilience and a problem-solving mindset in service delivery.
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
Education
B COM - Finance And Ecommerce
JSS College of Commerce And Science
Mysore, India04-2015
Skills
- Project Management
- Service Delivery
- Customer Service
- Stakeholder Management
- Multi-Tasking
- Operations Skills
- Vendor Management
- E-Commerce Expertise
- Store Operations
- Last Mile & First Mile Operations
- Onboarding Expert
- Fleet Operations
Playing Cricket, Exploring Adventure, Racing,
- Playing Cricket : Cricket is a passion of mine, and I enjoy the strategic aspect of the game as well as the teamwork it requires. Whether it's a friendly match or a competitive game, I value the discipline, focus, and sportsmanship it fosters.
- Exploring Adventure : I love exploring new places and experiencing adventures that challenge me. Whether it's hiking through the mountains, trying new outdoor activities, or simply discovering new locations, I thrive on the excitement and personal growth that adventure brings.
- Racing : Racing is another exciting passion of mine. It offers a thrill that combines speed, strategy, and precision. Whether it's on a track or participating in go-karting or similar events, I enjoy the adrenaline and competition that comes with racing.
Languages
English
Bilingual or Proficient (C2)
kannada
Advanced (C1)
Hindi
Intermediate (B1)
Timeline
Operations-Lead
Zomato Limited
03.2024 - Current
Fleet Manager
Zomato Limited
09.2023 - 03.2024
Assistant Manager-Operations
Sundaravijayam Automobile Services Private Ltd
07.2022 - 09.2023
Cluster Manager
Zepto-kiranakart Technologies
09.2021 - 07.2022
Control Tower Associate
Curefoods Private Limited- Cure.Fit
10.2019 - 04.2021
Senior Associate-Operations-Team Lead
Uber India System Private Limited
01.2018 - 10.2019
Process Associate- L2
Aegis Customer Service Private Limited
01.2017 - 12.2017
B COM - Finance And Ecommerce
JSS College of Commerce And Science
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