SUNDEEP ARE
Senior Manager
Bangalore
Summary
PROFILE SUMMARY: A competent professional with over 12 years of experience in Supply Chain Management, Program Management, Operations Management, Team Management, Customer Service and hands-on expertise in leading end to end programs from conceptualization to execution and close-out. Managed teams with focus on excelling business targets & service delivery metrics Proven track record of leading complex programs with simplified actionable solutions for business problems, possess excellent stake-holder management, problem solving and interpersonal skills
Overview
13
13
years of professional experience
5
5
years of post-secondary education
5
5
Certificates
Work History
Senior Manager Business Operations
Reliance Retail
Bangalore
12.2022 - Current
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Created dashboards to monitor and track key performance indicators.
- Generated standard and custom reports to provide insights into business performance.
- Developed complex dashboard and reporting tools to track business performance metrics.
Director of Customer Experience
SuperK
Bangalore
06.2022 - 11.2022
- Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Built program to retain lost customers with retention rate of 15%
- Built customer confidence by actively listening to concerns and giving resolutions
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores 95%
- Redesigned customer loyalty program to create more profitable traffic
Senior Manager
Practo
Bangalore
09.2021 - 06.2022
- Define metrics and controls to monitor Practo Care Surgeries operations
- Creating reports and dashboards to monitor IPD Scheduled to IPD completed flow
- Work with City ops teams to ensure compliance and address any escalations on ground
- Lead OPD customer experience charter and improved customer experience by 50%
Senior Manager
Ajio B2B
Bangalore
05.2019 - 08.2021
- Established Control Tower (Center of excellence) team to monitor end to end order journey of both forward and reverse to effectively manage exceptions and to ensure on-time delivery
- Running and leading Special Projects for Operations and Sales vertical
- Managing various programs/projects under Operations vertical (includes Catalog, Support, Supply chain and vendor management)
- Develop dashboards to monitor various functions under operations (Support, Catalog, Supply Chain, WH)
- Improving efficiency of WH operations to achieve maximum productivity Improve field productivity by evaluating relevant data and implementing process/ incentive mechanisms to encourage field agents
- Help sales leaders make data-driven decisions
- Closely working with Warehouse team to improve productivity and performance by proactively monitoring order flow and eliminating any tech issues leading to delays in order processing and reducing cancellation percentage by 80%
Program Manager II
Amazon
Bangalore
04.2016 - 05.2019
- Partnering with product team and other stakeholders to implement new strategies to reduce seller reimbursements
- Identifying trends of abuse and enforcing program policies and procedures to reduce returns and reimbursements
- Partnered with product and engineering teams to launch project with estimated savings of INR 60M/ year by reducing loses in reverse logistics
- Build high level and detailed project plans, secure resources, drive project schedule, and collaborate effectively across stakeholders and cross teams to define strategy goals and commitment to timelines and deliverable
- Develop metrics to measure success and track metrics during course of project and develop action plans against any deviations
- Participated in pilot tests and revised programs based on feedback and results.
- Identified program obstacles and communicated possible impacts to team.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
Program Manager
Amazon
Bangalore
04.2014 - 04.2016
- Launching new cities to improve Seller coverage
- Providing sale projections with stakeholders to ensure smooth operations in customer order deliveries
- Successfully Managing Sale events
- Managing seller performance metrics, working with relevant stakeholders to address issues related to seller performance
- Partnering with engineering and product teams for executing project launches
- Expanding delivery coverage by launching over 200 cities by partnering with logistics team to increase seller demand coverage to 98%
CS Team Lead
Amazon
Hyderabad
04.2011 - 04.2014
- Handling team of 10-12 agents, responsible for overall performance.
- Driving team to achieve key metrics NRR and CPH.
- Monitoring SLA’s, volumes and drive team to achieve their daily targets.
- Conducting trainings and refreshers.
- Identifying potential candidates and work with Manager to groom them to next level.
- Identifying bottom performers in team and prepare action plan to improve their performance.
- Identifying improvement areas in process and work towards improving them with with blurb modifications, Kaizen’s and thus improved overall Customer experience.
- Identify systematic issues and escalate to appropriate team to get them fixed.
- Increased efficiency and performance by monitoring team member productivity and providing feedback
Education
Bachelor of Engineering - Electronics & Communication Engineering
Ramappa Engineering College
Hanamkonda, TG 06.2004 - 07.2009
Skills
Business operations management
undefinedCertification
MITx SC1x: Supply Chain Fundamentals
Accomplishments
- Setting up Control tower mechanism/team to monitor end to end order journey for both forward and reverse journey to effectively manage exceptions and to ensure on-time delivery
- Improved the OPD CSAT by 50% by proactively identifying potential appointment cancellations and informing or rescheduling the appointments
- Partnered with product and engineering teams to launch a project with estimated savings of INR 60M/ year by reducing the loses in reverse logistics
- Partnered with product team to automate the resolutions provided to sellers through pre-defined rules established in the backend based on the issue code selected by sellers which helped in reducing ~3 FTE
- Drove the efforts to reduce the loses in reverse logistics by INR 5M/month by implementing changes in SOPs'
- Improved customer experience by reducing the refund timelines from 7 days to 2 days
- Expanding the delivery coverage by launching over 200 cities by partnering with logistics team to increase the seller demand coverage to 98%
- Launched 6 states to expand the base of retailers (Buyers) to increase sales revenue
- Effectively handling the crucial sale/promotional events during festive seasons of the year by coordinating with planning team in S&OP, logistics team and product team to implement changes required to handle the volume surge
- Closely working with the Warehouse team to improve the productivity and performance by proactively monitoring the order flow and eliminating any tech issues leading to delays in order processing and reducing the cancellation percentage by 80%
- Spearheaded the product enhancement (business rule configuration), implementation and successful roll-out of field force tracking software to monitor and streamline their daily movements thus increasing more yield per day per field agent
Timeline
Senior Manager Business Operations
Reliance Retail
12.2022 - Current
Director of Customer Experience
SuperK
06.2022 - 11.2022
Senior Manager
Practo
09.2021 - 06.2022
Senior Manager
Ajio B2B
05.2019 - 08.2021
Program Manager II
Amazon
04.2016 - 05.2019
Program Manager
Amazon
04.2014 - 04.2016
CS Team Lead
Amazon
04.2011 - 04.2014
Bachelor of Engineering - Electronics & Communication Engineering
Ramappa Engineering College
06.2004 - 07.2009
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