SUNNY KAKKAR
Project Manager
Delhi,Delhi
Summary
A dynamic and self-driven professional with over 10 years of experience in both high- and low-end customer service within the Food-tech and Hospitality industries. Known for innovative thinking and a strong commitment to fostering employee growth and development. Adept at managing teams, optimizing workforce performance, and creating a collaborative and positive work environment. Passionate about driving operational excellence and enhancing customer satisfaction.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Regional Project Manager
OYO Rooms
Gurgaon
05.2021 - Current
- Working cross functional with Supply and Operations team to control partner churn rate for India Supply.
- Created plans and communicated deadlines to complete projects on time
- Ensuring the smooth dispute management system along with the help of respective stakeholder's
- Helping Central supply team on process design, automation and tech enablement.
- Ensure Daily 95% SRN Availability, Channel Inventory and daily recharge.
Stock Head
Oyo Rooms
Gurgaon
08.2019 - 04.2021
- Responsible for 100% daily Sellable room nights for the Customer
- Identified issues, analyzed information and provided solutions to problems
- Managing day to day basis partner disputes and ensure Zero policy violation
- Responsible for driving Customer and Partner NPS
- Working towards improving Realization for better management of Partner inventory
- Working as a Vertical Head and handling a team of 15+ ABM
Assistant Manager - Quality
Foodpanda / OLA
Gurgaon
04.2018 - 06.2019
- Transformed the process from manual to an automated Quality Tool which helped in reducing TAT & increasing accuracy
- Conduct refresher trainings, and regular dip checks to ensure quality of delivery is maintained
- Ensured Quality scores are maintained above 80%, through daily one
- One sessions of outliers
- Handling a team of 15 Quality Analysts & monitoring the Quality Performance, setting targets and sharing feedbacks on weekly basis
Senior Team Leader
Foodpanda
Gurgaon
04.2016 - 03.2018
- Automated the order processing to vendor via app
- Which help to process the order faster which 100% accuracy
- Optimized the manpower of Replacement Process which reduced cancellation rate and increase Customer satisfaction
- Handled Issue Rate Management at vendor's end to ensure the fulfillment of the order
- Controls span of 60 people along with 4 TL
Team Leader
Foodpanda
Gurgaon
04.2014 - 03.2016
- Manage a team of 20 associates for the replacement que in Order Fulfillment Team
- Ensure that replacement target of 80% above is maintained
- Audit calls identify opportunity areas and share feedback with the team
- Ensure that Unplanned shrinkage is maintained under 3%, and PL at 5%
- Ensure that attrition remains less than 2% every month
- Ensure that Quality scores of 80% plus are maintained
Education
Bachelor of Arts - B.A. Programme
Delhi University
Delhi 07.2011 - 06.2014
Skills
Project Management
Account Management
Strategic Planning
Customer/Patron Life Cycle Management
Churn Management
Pricing and Demand Strategy
Team Management
Team Management
Accomplishments
- Achieved Yoddha Award on achieving highest order in Foodpanda in a Q3, 2019 quarter.
- Best Team Lead Award in SAM india Business for Q2, 2020
Timeline
Regional Project Manager
OYO Rooms
05.2021 - Current
Stock Head
Oyo Rooms
08.2019 - 04.2021
Assistant Manager - Quality
Foodpanda / OLA
04.2018 - 06.2019
Senior Team Leader
Foodpanda
04.2016 - 03.2018
Team Leader
Foodpanda
04.2014 - 03.2016
Bachelor of Arts - B.A. Programme
Delhi University
07.2011 - 06.2014
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