Shankar Panday
Delhi
Summary
Experienced leader and manager with a strong background in Operations, Training and Development. Currently responsible for overseeing supply chain and customer service operations across 40 delivery hubs PAN India. Recognized for enhancing customer experience and optimizing supply chain efficiency.
Overview
16
16
years of professional experience
Work History
Operations Head
Wheeley.in (Fleet onClick India pvt. Ltd.)
Gurgaon
04.2024 - Current
- Supervised and directed operations in 48 Last Mile Delivery Centers across PAN India
- Collaborated with top e-commerce players including Flipkart, Amazon, Meesho, Ecom Express, and Blinkit to optimize Time-to-Customer (TTC) performance.
- Managed the Central Command Centre for all Operation Hubs.
- Analyzed reports for present and future strategies.
- Collaborated with clients in order to improve Training and SOP compliance.
- Organized Training workshops on Customer Service and Business Improvements
- Participated in Client Training sessions to enhance implementation processes within the organization.
- Developed future Leaders for Internal Company growth and expectations.
- Managed daily operations, ensuring compliance with quality standards, safety regulations, and legal requirements.
- Ensured that all regulatory requirements were met by conducting regular inspections of facilities and equipment.
- Negotiated contracts with suppliers and service providers in order to obtain favorable terms at competitive prices.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
Sr. Manager
Wheeley.in (FleetOnClick India pvt. Ltd.)
Gurgaon
01.2023 - 04.2024
- Successfully supervised the operation of 18 Flipkart Last Mile Delivery ODH/MDH Hubs in U.P & Haryana, achieving operational excellence and optimizing supply chain efficiency.
- Managed central and zonal coordination for PAN India hubs.
- Expanded and established new delivery centers.
- Implemented cost optimization strategies while managing manpower hiring and training.
- Manpower management of over 1,200 employees.
- Ensured adherence to matrix guidelines and effectively managed vendors.
- Ensured compliance with applicable laws, regulations, policies, and procedures across all business units.
- Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
Assistant Manager
Deashare.in (Brisam retail pvt. Ltd.)
Delhi
01.2022 - 01.2023
- Managed 15,000 Sq area with proper safety Training
- Managed external warehouse operations for finished goods, raw material, and packing material
- Demonstrated strong leadership skills by effectively coordinating and managing a workforce of 150+ employees
- Managed end-to-end operations for both perishable and non-perishable warehouse processes.
- Managed the transportation of over 70 tons per day for both incoming and outgoing shipments
- Last Mile Management (Complete execution to end customers)
- Streamlined inventory management processes through efficient implementation of FIFO/FEFO methods.
- Handling warehouse productivity, training of associates, and manpower efficiency.
- Ensured compliance with safety regulations and company policies.
- Conducted regular performance reviews for employees to identify areas of improvement.
Lead Operations
Flipkart India Pvt. Ltd.
Noida
03.2016 - 01.2022
- Managed 5,000 Sq Space
- Managed external warehouse operations for Last Mile Operations.
- Streamlined resource allocation processes resulting in enhanced productivity and efficiency
- Implemented effective strategies for Vendor and Fleet Management.
- Managed and improved report management of OFD, Dispatch, CSAT, and Cash Report.
- Maintained efficient inventory control by regularly conducting stock audits and promptly reconciling pending tasks.
- Managed and optimized inventory resulting in increased efficiency and reduced costs.
- Enhanced distribution for last mile logistics.
- Oversaw daily operations activities ensuring accuracy and timeliness of services provided.
- Identified areas for improvement within operations processes and procedures.
Customer Experience Coach
Flipkart India Pvt. Ltd.
Noida
01.2015 - 02.2016
- On Job Training for all the new joiners and address non-performance Issue
- Co-ordination with Operation Team for Improvement
- Ensure model Code of Conduct by the Field Executives and foster team building.
- Responsible for warehouse productivity, training of associates & manpower efficiency
- Mentored team members in order to build confidence and foster a supportive environment.
- Organized and implemented training sessions, drills and exercises to improve technique, agility and strength.
- Provided guidance to participants in order to help them develop their skills and achieve desired goals.
Process Trainer
I energizer IT Services Pvt. Ltd.
Noida
03.2010 - 10.2014
- Enhanced performance of Samsung India Pvt clients
- Delivered new hire training to support agents and provided refresher training to existing agents.
- Refresher Training based on TNA.
- Engaged in interactions with the Process Innovation team regarding future initiatives.
- Achieved promotion to Process Trainer role through internal job posting
- Created and maintained comprehensive documentation related to process training activities.
- Developed and implemented training programs for new process employees.
- Assisted in the development of assessment tools used to evaluate effectiveness of process training initiatives.
- Provided guidance and advice on proper use of equipment associated with specific processes.
Customer Relation Executive
Adecco Flexion Workforce Solutions Ltd
Delhi
01.2009 - 02.2010
- Client: Vodafone Essar Pvt (Presently know VI)
- Customer service at Vodafone Store.
- Managed customer interactions and successfully resolved billing discrepancies.
- Conversion to customers from Prepaid to Postpaid.
- Built strong relationships with customers by responding promptly to their inquiries.
- Implemented new processes and procedures to improve customer service standards.
Education
Bachelor of Arts -
Delhi University
Delhi07-2010
Higher Secondary -
C.B.S.E (Delhi)
Delhi07-2005
Secondary -
C.B.S.E (Delhi)
Skills
- CRM
- GCIC
- RS Migration
- Train the Trainer
- Coach the Coach
- Leadership Development Program
- Customer Service Skill
- Personality Development Program
- Customer Escalation Handling
- Staff Management
- Asset Management
- Operational Excellence
- Warehouse Management
Accomplishments
- Promoted as Team SPOC within a year time (December 2010) at I energizer.
- Rewarded by Process Managers as received maximum Appreciations from customers including Korean customer at I Energizer - Samsung (November 2011).
- Acting Trainer (January - 2012).
- Promoted as Process Trainer, I Energizer (February - 2013).
- Training conducted on various topics for Korean Clients (Samsung HQ).
- Handled Client Trainings (Samsung HQ).
- Appreciated for maintaining Lowest Escalations in Delhi/NCR at Flipkart (2015 – 2017)
- Promoted as Hub In-charge, Flipkart (March 2016).
- Highest conversion and met all target within the region at Flipkart.
- Awarded for best performer Hub in BBD sale at 2020 at Flipkart.
- Promoted as Operations Head at Wheeley.in
Personal Information
Title: Operations Head in Warehousing and Distribution
Hobbies and Interests
- Animal Care
- Watching Movies
Languages
Hindi
First Language
English
Advanced (C1)
C1
Bengali
Elementary (A2)
A2
Timeline
Operations Head
Wheeley.in (Fleet onClick India pvt. Ltd.)
04.2024 - Current
Sr. Manager
Wheeley.in (FleetOnClick India pvt. Ltd.)
01.2023 - 04.2024
Assistant Manager
Deashare.in (Brisam retail pvt. Ltd.)
01.2022 - 01.2023
Lead Operations
Flipkart India Pvt. Ltd.
03.2016 - 01.2022
Customer Experience Coach
Flipkart India Pvt. Ltd.
01.2015 - 02.2016
Process Trainer
I energizer IT Services Pvt. Ltd.
03.2010 - 10.2014
Customer Relation Executive
Adecco Flexion Workforce Solutions Ltd
01.2009 - 02.2010
Bachelor of Arts -
Delhi University
Higher Secondary -
C.B.S.E (Delhi)
Secondary -
C.B.S.E (Delhi)
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