Utsav Garg

• Managing the count of entire ground workforce that includes ~ 900 associates and leads nationwide. Implemented optimization strategies by analyzing various parameters to save ~1.5 Cr per annum.
• Spearheading the company's learning and development initiative, assessing training materials, crafting inventive learning exercises, establishing training schedules, and overseeing the evaluation of learning outcomes, ensuring 100% employee training coverage.
• Driving rental cost reduction initiative across the country by implementing branch downsizing project which is expected to reduce ~ 3.5 L sqft space and save ~8.4 Cr annually.
• Served as the key business driver for leading conveyor automation initiatives in large warehouses, enabling unmanned quality control and barcode scanning with anticipated savings of ~35 lakhs in terms of manpower and ~1 Cr in terms of revenue leakage per anuum.
• Developed warehouse layout plans, considering input from infrastructure, safety, and ground operations teams. Analysed lane-level load distribution and material movement speed to optimize loading/unloading processes and reduce turnaround times by ~15%.
• Led the program management efforts for relocating significant warehouses in major cities such as Delhi, Mumbai, and Pune to larger facilities, each spanning ~ 1L sqft, ensuring successful completion within specified timelines.
• Devised and executed a ramp-up manpower dashboard for all processing centres, providing a daily overview of training and workforce expansion enabling enhanced manpower planning.
• Revamped the company's Voice of Customer (VOC) team by implementing an efficient ticketing system, leading to a significant reduction in TAT by ~40%.

Establishing Full Truck Load Business in Collaboration with C-Level Executives

• Recruited and trained 6 new team members to establish and drive operations.
• Formulated a comprehensive strategy roadmap to attract large fleet owners.
• Documented SOPs and ensured their seamless implementation for efficient workflow.
• Acted as a Business Development Manager, engaging with fleet owners, presenting value propositions, and negotiating terms to come up with an effective pitch.
• Provided dedicated supportto new fleet owners, acting as their Key Account Manager, understanding their initial challenges.
• Monitored KPIs, conducted market research, and gathered feedback to refine processes.
• Collaborated closely with product managers and the tech team to enhance application adoption and user experience.
• Published monthly Profit and Loss (PnL)statements and performance dashboards.
• Developed strategies and explored alternative revenue sources and growth initiatives for sustainable business expansion.
• Successfully scaled the business from 16 trucks to 270 trucks within a span of 6 months.

Establishing a helpdesk to manage 800 daily inbound

and outbound Calls

• Recruited and managed a team comprising 15 executives, 8 Team Leaders, and 4 Assistant Managers to establish and operate a helpdesk.
• Implemented the Ozontel calling system and PACE ticketing system, enhancing efficiency and productivity of the helpdesk operations.
• Monitored and flashed the daily performance metrics of the helpdesk.
• Achieved a sustainable reduction of more than 50% in resolution TAT for all desk while maintaining CSAT scores above 90%.

Program managed the expansion of cloud kitchens into 11 new cities-

• Shortlisted brands to be on-boarded based on various factors like cuisine, AOV, OPD etc
• Conducted site visits in selected cities, engaging with local teams and shared comprehensive reports with the menu excellence team.
• Oversaw the expansion process, monitored operational performance, and provided detailed reports to upper management for strategic decision-making.

Managed confidential information to create sensitive decks for various purposes-

• Prepared monthly board presentations for the Private Brands team, summarizing key insights and updates.
• Designed PowerPoint presentations for both Swiggy and Private Brands town-hall meetings, ensuring engaging and informative content.
• Created decks for the monthly review meetings of the Private Brands division, highlighting performance metrics and strategic initiatives.

Oversaw a kitchen equipment salvage program valued at Rs 25 Cr-

• Supplied necessary equipment details to prospective leads and conducted price negotiations.
• Coordinated discussions among Infrastructure, Finance, Legal, and Supply Chain management teams, facilitating successful deal closures.

Coordinated the re-launch of private brands in NCR with an innovative operational model-

• Developed a dynamic Gantt chart for the project, ensuring tasks were completed in alignment with the launch deadline.
• Collaborated with Legal, Infrastructure, Supply Chain Management, Quality Assurance, Research and Development, Operations, and Human Resources teams to establish their weekly targets, ensuring the timely launch of the kitchen.
• Conducted weekly stakeholder meetings to provide updates on the progress of various tasks from previous weeks.

• Created customized Redbooks for clients, offering in-depth analyses of target companies tailored to their specific needs.
• Conducted extensive market research, including segmentation based on various parameters, to provide comprehensive insights.
• Utilized LinkedIn and Bain tools to perform detailed workforce analysis, enhancing understanding of market dynamics and talent landscapes.