Shriyash S. Podutwar
Lead Customer Success
Wakad,Pune
Summary
Seeking a challenging career opportunity which would help me to utilize my experience and academic background that can assist me to gain further experience and to employ my excellent interpersonal skills to make a positive contribution
Overview
8
8
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Lead - Customer Success
Swiggy, Bundl technologies Pvt Ltd
Banguluru
12.2021 - Current
- Driving the Cx related HI initiative like smart descriptors, Rx-Cx connect, etc
- Driving the pilots with the city team/NAT brand with a new product which will be ready for GTM
- Led projects and analyzed data to identify opportunities for improvement.
- Ensuring city teams are on top for the assigned Cx activity with regular catchups and regular report flow
- Collaborated with team members to achieve target results.
- Design the deploy the competitive scoring mechanism for the city team to work on Cx with a motivation
- Project - Star Reward V2(Partner loyalty program)
- Lead the project from the scratch, by doing the market research
- Re-launch this version by working on all the aspect which was not seeking partner interest
- Have solved the major problem of impression on the application for this program by working on the UI construct
- Have come up and build certain ideas like gamification, wallet for the reward money, partners grouping, and ranking system introduced based on the rewards structure for a healthy competition among restaurant partners
- P&L also planned and budget.
Sr. Restaurant Excellence Manager
Swiggy, Bundl technologies Pvt Ltd
Ahmedabad
04.2021 - 12.2021
- Managed Vendor Management function for the Gujarat Cluster (Ahmedabad, Surat,Vadodara and Rajkot)
- Drove Customer Experience through detailed analysis of customer ratings received on various parameters
- Developed and implemented performance improvement strategies in terms of Cx and plans to promote continuous improvement.
- Leaded the partner on-boarding for the cluster with end-to-end involvement post the MOU signed and extended support to partners post onboarded
- Executed and monitored projects to improve customer satisfaction which will have a repeat and retention of the customer on the platform.
- Build processes to control cancellations, food complaints etc by defining the scope to bring an impact in the city numbers
Restaurant Excellence Manager
Swiggy, Bundl technologies Pvt Ltd
Ahmedabad
06.2019 - 03.2021
- Managed Vendor Management team across major cities of Gujarat like Ahmedabad, Gandhinagar, Rajkot, Surat & Vadodara
- Up-selling existing clients on VAS and additional merchandise
- Drove customer success through the data analysis on the different aspects
- Launched new areas, extended area/city operational hours to cater customer needs
- Played a key role in launching three different business service lines for Gujarat
- Be a key liaison point between Operation and other teams like Supply, Growth and Marketing
- Worked with restaurant partners to reduce order cancellations and hygiene related escalations which could impact the customer experience
- Support Vendor Projects - (Night Delivery, Creative Deployment, AOV, Image Quality etc.)
- Completion of ad-hoc restaurant facing activities – (FSSAI/Owner, Taxation & banking details
- Conducted regular reviews with the team to understand the challenges and to have a performance discussion, which further helps them with the enablers to have a better approach with clients and stakeholders.
Vendor Manager 1 & 2
Swiggy, Bundl technologies Pvt Ltd
Pune
01.2017 - 06.2019
- Ensuring seamless communication and coordination across all stakeholders and functions (Sales, Ops, Finance & Marketing)
- Been a part of city launch & expantion team to set up the Vendor Management process and team across newly launch cities of maharashtra and gujarat
- Lead Photography project to ensure high Menu to Cart conversion
- Lead Price Parity project to ensure uniformity of prices across all online delivery platforms
- Maintained frequent/healthy communication with the key accounts to understand/resolve any/all challenges/issues and escalate wherever necessary
- Driving adoption of new vendor management Products & Processes
- Post MOU singed with partners, the launch of restaurants on the portal along with end- to-end task like follow-ups with catalog team for menu digitization and menu upload on the Swiggy portal, application training, documents sanity check and upload, etc.
Operation Executive
Swiggy, Bundl technologies Pvt Ltd
Pune
07.2015 - 12.2016
- Worked on customer’s escalation and resolve them
- Managed 50+ DE’s Fleet and handled their escalation.
Taxi For Sure, Serendipity Infolab Pvt Ltd
08.2014 - 07.2015
- Resolve tickets & close issue within SLA
- Co-ordinate with customer & Field Team
- Assisting the team to consistently achieve the agreed track wise metrics
- Responsible for reviewing the Daily, Weekly, Monthly and Quarterly SLA reports.
Education
Bachelor of Computer Science - Computer Science And Engineering
SGBAU, Amravati
03.2011 - 04.2014
Diploma - Computer Science
Mumbai Board
06.2008 - 03.2011
Skills
Strategic planning
undefinedAdditional Information
- ACHIEVEMENTS , Star Performer - 2016 Best Vendor Manager - 2018 Star of the month Award - 2018 Swiggstar Award - 2019 Team of the Quarter (Swiggstar) - 2020 Smart City Award (BOW) - 2020
Achievements
Recognized the team regionally under Smart City Award 2020
Recognized the team nationally under the team of the quarter 2020
Recognized individually at national level as SWIGGSTAR 2019
Start of the month award 2018
Recognized nationally as best vendor Manager 2018
Star performer 2016
Timeline
Lead - Customer Success
Swiggy, Bundl technologies Pvt Ltd
12.2021 - Current
Sr. Restaurant Excellence Manager
Swiggy, Bundl technologies Pvt Ltd
04.2021 - 12.2021
Restaurant Excellence Manager
Swiggy, Bundl technologies Pvt Ltd
06.2019 - 03.2021
Vendor Manager 1 & 2
Swiggy, Bundl technologies Pvt Ltd
01.2017 - 06.2019
Operation Executive
Swiggy, Bundl technologies Pvt Ltd
07.2015 - 12.2016
Taxi For Sure, Serendipity Infolab Pvt Ltd
08.2014 - 07.2015
Bachelor of Computer Science - Computer Science And Engineering
SGBAU, Amravati
03.2011 - 04.2014
Diploma - Computer Science
Mumbai Board
06.2008 - 03.2011
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