Vishnu Kumar
Noida
Summary
Dedicated and organized Operations Manager with over 9 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion.
Overview
9
9
years of professional experience
Work History
Operations Manager - Delhi NCR
Borzo
Noida
07.2023 - 03.2024
- Liaison with Clients to bring in more business
- Managing city P&L by reducing rider hiring cost and increasing team productivity.
- Successful launch of new project and clients (Sharing Model-3PL) to expand business and revenue growth
- Built strong ground operational teams to manage 2 wheeler fleet of 700 riders.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Conducted regular audits of employee performance and provided feedback on areas of improvement.
Customer Success Manager
Classplus
Bangalore
11.2021 - 06.2023
- Managed a team of 3 to ensure the growth of approx 500 key accounts of the organization across South region.
- Achieved 80-100% renewal rate along with upselling of products during the tenure
- Increased DAU by 80%
- Cross-functional expertise across multiple teams such as Ops, Finance, Tech, etc., to help educators of Pan India
- Successfully established India's largest growth-oriented educator community, scaling membership to 8k in just 3 months while maintaining 20% MAU
- Developed effective pedagogies for campaigns, team KPIs, community rules, and outcome metrics to ensure the community's impact at scale
- Improved Net Promoter Score by building a Community of Educators.
Operations Manager
Dropboys Pvt Ltd
Kerala
12.2020 - 10.2021
- Successfully led and rebuilt core Operations Team which Customer Service, Marketing (BTL), Business Development, and Logistics
- Developed and implemented standardized processes and procedures for all departments, resulting in increased efficiency and productivity
- Successful launch in 3 tier-3 cities of Kerala in 7 months with limited resources
- Aligned account managers for premium clients to generate revenue.
- Led the OPD journey from 100 to 7k orders.
- Strategic Planning to reduce CPL and increase order volume.
- Consistent CSAT of 95%
- Increased AOV to Rs.380 with introducing more categories.
- Proactively identified and addressed process gaps through weekly reviews, resulting in improved team performance and successful introduction of new B2B services.
Assistant Manager - Operations
ZYPP
Gurgaon
08.2020 - 10.2020
- Successfully established sourcing and training process from scratch, resulting in streamlined operations and increased efficiency
- Manage and onboard manpower agencies and rider sourcing through vendor management, commercial negotiation, compliance finalizing, lead follow-up, and sharing hiring targets
- Facilitated onboarding and training of newly hired riders, along with assets allotment and OJT confirmation to reduce attrition.
Lead Associate
Zomato Media Pvt Ltd
New Delhi
08.2018 - 08.2020
- Maintained Weekly Hiring Target: 600-700
- Positive Rider Documents QC changed to 90% from 68%
- 1st Day order conversion change from 70% to 98% in 3 weeks.
- Reduced rider serviceability shutdown to 3% and order cancellation and rejections to 0.5%, resulting in improved driver performance metrics and overall service quality
- Implemented new initiatives such as a remote/virtual helpdesk for delivery partners and cost management strategies, resulting in reduced costs per order and increased earnings per hour, leading to profitability within less than 3 months.
- Field Sourcing for New Delivery Partners
- Churn of new onboards reduced to 28% from 52%
- Rider serviceability Shutdown came down to 3% which was at 10% during pre-covid.
- Managing daily operations – Being the highest order zone, have been responsible for managing the daily operational challenges and ensuring the serviceability is maintained without compromising on quality/churn factors.
Operations- Warehouse
Limeroad.com
Gurgaon
08.2015 - 02.2018
- Proficient in warehouse management, fraud analysis, and stakeholder management
- Warehouse management – GRN, RTO, RTV and Liquidation.
- Introduced process initiatives to reduce returns, improve quality control, and recruit vendors
- Introduced refund post QC for fraudulent suspected customers
- Reduced returns to 40% from 70% by introducing RTV post QC
- Retrieval of refunded amount from Fraud Customer and taking legal actions (INR 8 lakhs for consecutive 7 months)
- Recruiting new vendors to be part of Limeroad.com and guiding them about promotional schemes.
- Analyze data, interact with cross functional teams like KAMs, Sourcing team, Promotional Team, Logistics & Finance.
Customer Service
Snapdeal
New Delhi
02.2015 - 07.2015
- Resolving queries of customers over the call.
- Managed CEO & Social Media escalations
Education
Bachelor of Arts - History Hons
Deshbandhu College
Kalkaji, New Delhi07-2014
Skills
- Data Analysis
- P&L Management
- Workflow Optimization
- Business Development
- Process Improvement
- Performance reporting
- Business Planning
- Marketing
- MS Office
Languages
English
First Language
Hindi
Proficient (C2)
C2
Malayalam
Proficient (C2)
C2
Timeline
Operations Manager - Delhi NCR
Borzo
07.2023 - 03.2024
Customer Success Manager
Classplus
11.2021 - 06.2023
Operations Manager
Dropboys Pvt Ltd
12.2020 - 10.2021
Assistant Manager - Operations
ZYPP
08.2020 - 10.2020
Lead Associate
Zomato Media Pvt Ltd
08.2018 - 08.2020
Operations- Warehouse
Limeroad.com
08.2015 - 02.2018
Customer Service
Snapdeal
02.2015 - 07.2015
Bachelor of Arts - History Hons
Deshbandhu College
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