Sundeep Are
Bangalore
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Manager Business Operations
Reliance Retail
12.2022 - Current
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Created dashboards to monitor and track key performance indicators
- Developed complex dashboard and reporting tools to track business performance metrics.
- Implemented and developed operational standards, policies and procedures.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Director of Customer Experience
SuperK
06.2022 - 11.2022
- Designed, managed, and implemented customer research initiatives focused on customer satisfaction and performance monitoring
- Collaborated with internal stakeholders to close gaps and improve customer experience
- Built program to retain lost customers, achieving retention rate of 15%
- Built customer confidence by actively listening to concerns and providing resolutions
- Monitored performance metrics like customer experience surveys, increasing satisfaction scores by 95%
- Redesigned customer loyalty program to generate more profitable traffic.
Senior Manager
Practo
09.2021 - 06.2022
- Defined metrics and controls to monitor Practo Care Surgeries operations
- Created reports and dashboards to monitor IPD Scheduled to IPD completed flow
- Worked with city operations teams to ensure compliance and addressed escalations
- Led OPD customer experience initiatives, improving customer experience by 50%.
Senior Manager
Ajio B2B
05.2019 - 08.2021
- Established Control Tower (Center of Excellence) to monitor end-to-end order journey and manage exceptions for on-time delivery
- Led special projects for Operations and Sales verticals
- Managed various programs under Operations vertical (Catalog, Support, Supply Chain, Vendor Management)
- Developed dashboards to monitor operations functions (Support, Catalog, Supply Chain, WH)
- Improved warehouse operations efficiency, maximizing productivity and reducing order cancellation percentage by 80%.
Program Manager II
Amazon
04.2016 - 05.2019
- Partnered with product teams to implement strategies reducing seller reimbursements
- Identified abuse trends and enforced policies to reduce returns and reimbursements
- Launched project with estimated savings of INR 60M per year by optimizing reverse logistics
- Developed metrics to measure success and created action plans for deviations
- Managed daily program operations, ensuring compliance with policies and regulations.
Program Manager
Amazon
04.2014 - 04.2016
- Launched new cities to improve seller coverage
- Provided sales projections to ensure smooth operations for customer deliveries
- Managed large-scale sale events and seller performance metrics
- Expanded delivery coverage by launching over 200 cities and increasing seller demand coverage to 98%.
CS Team Lead
Amazon
04.2011 - 04.2014
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Submitted reports to senior management to aid in business decision-making and planning.
Education
Bachelor of Engineering - Electronics & Communication Engineering
Ramappa Engineering College
Hanamkonda, TG06.2009
Skills
- Business Operations Management
- Supply Chain Management
- Data Analysis
- Lean / Six Sigma
- Business Process Improvement
- Customer Experience
- Strategic Planning
- Data-driven decision-making
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%
- 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%
Certification
- MITx.SC0x: Supply Chain Analytics
- MITx.SC1x: Supply Chain Fundamentals
- MITx.SC2x: Supply Chain Design
- MITx.SC3x: Supply Chain Dynamics
- MITx.SC4x: Supply Chain Technology and Systems
- Lean Six Sigma Green Belt
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
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