Hi, I’m
Shatabdi Mathews
Kolkata
Summary
Lead in Hub Operations and an ex- QSR professional with exceptional organization and time-management skills over 12 years of experience optimizing schedules and workflows to achieve maximum efficiency. Skilled in budget controls, staff management and liaising with customers and stakeholders.
Overview
12
years of professional experience
Work History
Flipkart
Lead Hub Operations
07.2022 - 06.2024
Job overview
- Hired and evaluated associates and management staff to add to workforce and meet on time delivery demands.
- Exceeded team goals by partnering with staff to share and implement customer service initiatives.
- Trained employees on optimal processes and use of equipment to boosting department productivity.
- Provided organizational leadership and established business vision to achieve sales, profit and revenue goals.
- Streamlined operations to consistently deliver on targets.
- Coached and trained 15 hub team members and 50 delivery agents.
- Managed supply chain staff hiring, onboarding, training and appraisals.
- Make sure cut off times are correct, and routes run properly
- Responsible for overall leadership and performance of Hubs from sales, service, governance, profitability and tea.
- Setting clear customer acquisition and cross-sales targets that are consistent with best practice and benchmarked against high-performing hubs.
- Accountability for ensuring Hub Governance & Controls is robust and implemented consistently.
- Contributing, participating and engaging with network strategy and change.
- Delivering superior Customer Experience through assertive leadership, coaching, guidance and staff motivation in line with championing my kind of service "delivering on mystery shopping goals".
- Responsibility for leading and developing high performing team ensuring consistently high levels of capability and engagement.
- Managing PDP and team development.
Jubilant FoodWorks Ltd
Guest Delight Manager
02.2017 - 06.2022
Job overview
- Managed and coordinated 30-person team to be hardworking professionals.
- Maintained smooth-running operations through staff coordination and budget control.
- Coordinated training to improve operations, team morale and customer service.
- Evaluated service successes and weaknesses through weekly reviews.
- Identified ongoing issues and implemented solutions to maintain optimum service levels.
- Achieved outstanding customer satisfaction through effective team management.
- Delegated work and priorities based on staff strengths to maintain highly productive operations.
- Developed and implemented standards and procedures to guide staff activities.
- Audited work and customer service processes to identify improvement areas.
- Supervised and observed team activities, offering praise and constructive feedback.
- Addressed and solved customer issues and complaints without difficulty.
- Championed regulatory compliance and prepared for external audits.
Jubilant FoodWorks Ltd
Senior Assistant Manager
01.2016 - 01.2017
Job overview
- Helped less experienced staff manage daily assignments.
- Trained and helped less experienced staff manage workloads and assignments, facilitating fulfillment of organizational objectives.
- Supervised and delegated tasks to employees to meet key productivity targets.
- Helped senior management plan and carry out daily operations and meet key objectives.
- Optimized employee schedules by balancing company priorities with staff leave requests and shift preferences.
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivizing staff to continually achieve and exceed expectation.
- Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.
- Cut labour and product costs by creatively addressing inefficiencies.
- Scheduled weekly projects, anticipating timelines for milestones and completion dates.
- Implemented strict quality standards for consistent company representation across multiple channels.
- Maintained positive, professional working environment to optimize staff and customer satisfaction.
Jubilant FoodWorks Ltd
Assistant Manager
03.2015 - 01.2016
Job overview
- Helped less experienced staff manage daily assignments.
- Trained and helped less experienced staff manage workloads and assignments, facilitating fulfillment of organizational objectives.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained clean, safe, and organized store environment to enhance customer experience.
- Employed outstanding communication and relationship-building abilities to lead by example in providing first-class customer care.
- Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.
Jubilant FoodWorks Ltd
Associate Guest Delight Manager
03.2014 - 02.2015
Job overview
- Addressed and solved customer issues and complaints without difficulty.
- Built professional networks with other businesses, partners and stakeholders.
- Achieved outstanding customer satisfaction through effective team management.
- Inspected facilities and resources for compliance and quality.
- Maintained smooth-running operations through staff coordination and budget control.
- Championed regulatory compliance and prepared for external audits.
- Managed and coordinated 20-person team to be hardworking professionals.
- Supervised and observed team activities, offering praise and constructive feedback.
- Coordinated training to improve operations, team morale and customer service.
- Delegated work and priorities based on staff strengths to maintain highly productive operations.
- Audited work and customer service processes to identify improvement areas.
Jubilant FoodWorks Ltd
Crew Team Member
05.2012 - 02.2014
Job overview
- Processed large food and drink orders accurately within 30-minute deadline.
- Maintained efficient and quick service, especially during busy restaurant periods.
- Accurately arranged and organized food onto trays before serving to customers.
- Successfully addressed, responded and reacted to customer concerns or issues, providing smart solutions to maintain customer satisfaction.
- Assisted kitchen in preparing food and drink orders when needed, making products including smoothies, desserts and coffees.
- Maintained up to date on menu changes, item specifications and allergens to efficiently answer customer queries.
Education
Northeast Frontier Technical UniversityKolkata, India
Bachelor's in Commerce
2021
Central Academy SardarpuraUdaipur Rajasthan
Higher Secondary in Commerce
03.2010
Skills
- People Management
- Training
- Team Mentoring
- Performance Management
- Logistics management
- Staff management
- Inventory management
- Adaptive leadership
- Cost reduction and containment
- Workforce training and development
- Budget management
- Policies and procedures
Languages
Hindi
Advanced
C1
Bengali
Upper Intermediate
B2
English
Bilingual or Proficient (C2)
Timeline
Lead Hub Operations
Flipkart
07.2022 - 06.2024
Guest Delight Manager
Jubilant FoodWorks Ltd
02.2017 - 06.2022
Senior Assistant Manager
Jubilant FoodWorks Ltd
01.2016 - 01.2017
Assistant Manager
Jubilant FoodWorks Ltd
03.2015 - 01.2016
Associate Guest Delight Manager
Jubilant FoodWorks Ltd
03.2014 - 02.2015
Crew Team Member
Jubilant FoodWorks Ltd
05.2012 - 02.2014
Northeast Frontier Technical University
Bachelor's in Commerce
Central Academy Sardarpura
Higher Secondary in Commerce
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