AV VINAY
Bangalore
Summary
A dedicated and results-driven professional with over 15 years of experience in the E-commerce and Quick-Commerce industry, supply chain management, quality assurance and compliance, risk management, and fraud loss reduction. Proven track record of optimizing processes, reducing costs, and improving efficiency within the manufacturing industry. Expert in implementing quality management systems, conducting audits, and ensuring compliance with industry standards. A skilled analyst of supply chain processes, who is capable of identifying vulnerabilities and implementing effective solutions to prevent losses. Ability to utilize advanced SCM tools and methodologies to streamline workflows and optimize inventory management. Ability to collaborate cross-functionally to develop and enforce robust loss prevention policies and procedures. Strong leadership abilities, with a track record of motivating and training teams in order to achieve operational excellence and exceed performance targets.
Overview
13
13
years of professional experience
Work History
LM Customer support & Rider support Central M2
Zepto
01.2025 - Current
Core Responsibilities (Resume Build Points)
- Lead and manage over 122 customer support agents across multiple shifts, ensuring 24/7 operational continuity in supporting live order support customers and the Rider support team.
- Oversee end-to-end support operations, including ticket lifecycle management, escalations, and resolution governance.
- Own CSAT, customer sentiment, and QA performance, driving continuous improvement initiatives.
- Conduct weekly performance reviews, WBRs, and 1:1 coaching sessions for team leads and managers.
- Track and optimize key KPIs, such as FRT, TAT, CSAT, backlog, AHT, and SLA adherence.
- Design, implement, and maintain SOPs, playbooks, escalation matrices, and process documentation.
- Act as the primary point of contact for critical escalations, stakeholder communication, and cross-functional alignment.
- Drive team culture, engagement, and retention through structured feedback, recognition, and growth plans.
- Lead tool adoption and workflow optimization using ticketing tools and project management platforms, onboarding Freshdesk tool.
- Ensure compliance with internal policies, audit requirements, and customer commitments.
- Monitored and resolved live operational issues, such as wrong or delayed deliveries, through root cause analysis and process improvement initiatives.
- Managed rider accident, insurance, and payout operations, ensuring 100% SLA adherence for claim processing, and accurate weekly disbursements.
- Implemented dynamic rider deployment across stores based on hourly and daily demand forecasting, optimizing manpower utilization, and reducing idle time.
- Collaborated with cross-functional teams (Tech, Projects, and Communication) to enhance real-time rider engagement, and minimize attrition through proactive retention programs.
- Partnered with tech teams to analyze geofencing and live order complaint data, improving delivery zone accuracy, and reducing operational bottlenecks.
- Planned and executed rider workforce allocation across major cities using predictive demand models to maintain service efficiency and cost balance.
- Investigated and mitigated MDND (Marked Delivered but Not Delivered) and COD fraud cases, ensuring operational integrity, and enhancing customer satisfaction.
- Reduced weekly COD dispute loss from ₹12 lakh to ₹1 lakh in one month by strengthening escalation governance, and verification mechanisms.
- Developed and deployed a new CRM platform (Speed Metrics), integrated with Freshdesk and Ozonetel, enabling 24/7 rider support and customer support via chat and call channels.
- Improved issue resolution turnaround from 24 hours to under 10 minutes for rider login, accident-related cases, and harassment cases, reducing strikes and improving ground-level trust.
- Reduced insurance claim TAT from over 20 days to just 3 days by introducing zonal points of contact, and transitioning vendors from OnSurity to ACKO.
- Streamlined support operations by outsourcing 80% of backend processes to vendors (Air-Visible and JSW), maintaining service quality while reducing headcount overhead.
- Achieved a monthly cost reduction of ₹16 lakh (₹52 lakh → ₹36 lakh), saving ₹2.4 crore annually, through process optimization and vendor consolidation.
- Designed incentive and surge programs for high-demand zones in collaboration with strategy teams, reducing rider attrition, and improving delivery TAT.
- Implemented automation tools for payout and attendance tracking, minimizing manual dependency, and cutting data errors by 40%.
- Introduced data-driven forecasting and workforce planning models, improving last-mile delivery accuracy, and ensuring business continuity during demand spikes.
- Contributed to operational excellence through KPI tracking, cost optimization, vendor management, and continuous process improvement initiatives.
CX Quality & Risk Compliance
Flipkart
- Current
- I am responsible for analyzing complete data on revenue leakage and fixing it immediately to ensure there is no future loss.
- Analyze the payment pattern to check for any suspicious activities by conducting RCA on each transaction, both internal and external, to identify any revenue loss.
- Ensuring the team has met the targets, and feedback and reports shared on a timely basis.
- Working alongside stakeholders, developing new business ideas on sales and marketing for better services and concepts.
- Happy buying concept for customer.
- Was awarded for cracking internal and external fraud, understanding the process loopholes, and bringing them to notice for fixing revenue loss. The reported amount was 18 Cr.
- Working along with stakeholders, developing new business ideas on sales and marketing for better services and concept, happy buying concept for customers.
- Was awarded for the best innovative idea from the 1k project team in 2020.
Process & Product Design Lead Manager
Flipkart
09.2014 - 01.2025
- The voice of the customer was taken care of by me for the design, strategy, and execution of customer experience across all partner teams.
- Responsible for developing policies, processes, systems, and partnerships across the company to enable partner teams to improve user experience.
- Identify revenue leakage aspects and fix them with minimal leakage.
- Reduce repeat contacts by strategizing and solving.
- Design, develop customer experience strategy and measurement framework to track success.
- Work closely with a diverse set of cross-functional teams to pilot, build, and scale up such capabilities in a sustainable manner.
- Drove a 35% cost reduction via a 43% contact reduction. Projected cost saving is 300 Cr+. Reduced repeat contacts by 46% (against target of 30%).
- Developed designed process guidelines and standards for consistency across all platforms.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
LM central Customer support & Loss prevention
Flipkart
09.2014 - 01.2025
- Managed and optimized supply chain processes.
- Conduct risk assessments and vulnerability analyses across the supply chain network, including procurement, transportation, warehousing, and delivery hubs.
- Develop and implement comprehensive loss prevention strategies to mitigate risks, such as theft, fraud, and shrinkage.
- Managed the quality and compliance of vendors and delivery partners of last mile and first mile.
- Training and development of SOPs for ensuring that delivery partners, hub-in-charge, and sorters have a high percentage of successful deliveries and returns for the last mile and first mile.
- Handling delivery partner WCS issues, customer issues, RCAs, and actions on the highest priority.
- To maximize the delivery and pickup success ratio, I created an incentives and rewards planner for delivery partners and the Hub-in-charge during the sale period.
- Collaborate with cross-functional teams, including logistics, operations, procurement, and security, to ensure compliance with loss prevention policies and procedures.
- Implement inventory control measures to minimize shrinkage, and ensure accurate inventory counts.
- Develop and deliver training programs on loss prevention best practices, and security protocols for supply chain staff.
- Investigate incidents of loss or theft within the supply chain, and implement corrective actions to prevent recurrences.
- Regularly review and update loss prevention policies and procedures to address evolving security risks and business requirements.
- End-to-end supply chain pendency movements from DH to MH/sellers' locations.
- Visiting the DH, MH, LH, PH, and FM locations to ensure adherence, and wall-to-wall clearance of shipments before and after the sale time.
- Ensuring last-mile and first-mile hubs, utilizing available space effectively, and the right camera placement for content verification.
- Developing the right standard operating procedures for continuous improvement in the LM, FM, MH, and DH hubs to ensure smooth movement of shipments, which helps in reducing central loss targets.
- On a daily basis, collaborate with zonal and cluster managers to improve and review the performance of the underperforming zones and hubs.
- Training zone by zone on SOP to ensure compliance.
- During training, creative team-building activities are conducted.
- A pan-India PKT is being conducted to ensure that the right knowledge is transferred.
- Training sessions are conducted weekly, based on daily trends, to ensure that all cluster managers, hub in charge, and central team members are on the same page with defined SOPs.
- Identified SOP gaps and ensured they were corrected by collaborating with cross-functional teams on a timely basis.
- Prepare and present reports to senior management on loss prevention performance metrics, trends, and recommendations for improvement.
- Monitoring and preparing Power BI reports regarding the movement of fragile, high-value shipments, as well as quick-expiry products, in order to take quick action.
BUSINESS DEVELOPMENT MANAGER
HDFC LIFE
06.2013 - 07.2014
- Was responsible for building a potential team, which includes hiring, inducting the process, training, identifying their skills, and grooming them to be a potential finished product.
- Executing the sales activities and processes effectively to reach the targets and deadlines as per the company's goals.
- Supporting and handling the team (Onshore and Offshore) whenever situations demanded, without time constraints, as a Business Development Manager.
- Responsible for expanding the existing team to achieve bigger targets.
- In a short period, I successfully built an effective and potential team that was able to deliver all the work assigned without any flaws.
- Was promoted in a short duration after being hired.
- I was qualified for the annual mission across SDM level - I held the 18th rank across India.
Skills
- Supply chain management E2E
- Building SOP/process design
- Multiple stakeholder management
- Team management
- Individual contributor role
- Client handling
- Partner site setups
- Fraud risk management
- Operational management
- Customer/client escalations
- Audit, quality compliance
- Kaizen
- Six Sigma
- Root cause analysis (RCA)
Accomplishments
- Was promoted in a short duration after being hired.
- I was qualified for the annual mission across SDM level - I held the 18th rank across India.
Honors And Awards
- Best Employee
- Best People Manager
- Instant Karma Flipkart annual Award
- Cool in the gang
- ACE alliance award
- Flipkart Project 1K award
- Big Billion Day Champion
In House Training
- Partner Management
- People Manager
- Six Sigma
- Effective Communications Skills
- Code of Conduct
- Ethics & Compliance
Projects
Cost reduction on repeat contact Product anniversary project for upsell Risk management in supply chain High value shipments damage control RTO/RVP cost reduction BBD LM to MH connection
Languages
First Language, C2, C2, C2, C2, B1, B1
Six Sigma - Certification
Green Belt Project Certified in 'Identifying Zero Tolerance transactions leading to Incorrect Returns/TOA/EGV to Self/Wrong account.
Corporate Skills
- Supply chain management E2E
- Building SOP/Process design on strategic cost reductions
- Multiple stakeholder management
- Handled the team & worked as an IC role for multiple projects
- Client handling and partner site setups.
- Fraud risk management
- Operational management
- Customer/ client escalations
- Audit/quality compliance for internal & external partners
- Kaizen
- Six Sigma Certified on cost reduction
- Root Cause Analysis (RCA)
Timeline
LM Customer support & Rider support Central M2
Zepto
01.2025 - Current
Process & Product Design Lead Manager
Flipkart
09.2014 - 01.2025
LM central Customer support & Loss prevention
Flipkart
09.2014 - 01.2025
BUSINESS DEVELOPMENT MANAGER
HDFC LIFE
06.2013 - 07.2014
CX Quality & Risk Compliance
Flipkart
- Current